Link your project with VIER Interaction Analytics

How to link your project with VIER Interaction Analytics:

Requirements

  1. You have created a project [see Create project and see Create project - advanced options].
  2. You have got an VIER Interaction Analytics account.
  1. In the navigation bar under Projects, click Projects.
  2. Select the desired project.
  3. In the menu bar, click Integrations.
  4. Click VIER > +.
  5. Slide the switch to VIER Interaction Analytics enabled.
  6. Enter a meaningful name for your VIER Interaction Analytics configuration.
  7. To use the link between your project and VIER Interaction Analytics and the VIER Interaction Analytics REST API of VIER Interaction Analytics for uploading records, enter the user name and user password of your VIER Interaction Analytics account.
  8. Under Call recordings to be transferred select which VIER Cognitive Voice Gateway call recordings should be transferred to VIER Interaction Analytics: All call recordings or specific Call recordings where ID starts with…
  9. If you selected Call recordings where ID starts with... enter a Call recording ID prefix. The Call recording ID prefix is the prefix that recording IDs must match to be transferred to VIER Interaction Analytics.
  10. If you want only users with a specific role to be able to view the recordings and analytics results, then enter the roles under Roles in VIER Interaction Analytics. Only enter roles that have also been defined in the VIER Interaction Analyticsaccount.
  11. If you want to set a change of the customer and agent role, slide the switch to Switch roles of customer and agent enabled.
  12. Enter the custom data field that contains the agent name.

    Tip: The bot can capture a name and store it in the custom data. If you use the field to tell the VIER Interaction Analytics integration what the key of the custom data is called, the value behind it, if available, will be sent to VIER Interaction Analytics.
  13. If you want to enable adding custom data, slide the switch to Add custom data enabled. All custom data is then passed on to VIER Interaction Analytics.
  14. Click Save.
  1. You have linked your VIER Cognitive Voice Gateway project with VIER Interaction Analytics.