Configure conversation intelligence to connect call data

Conversation intelligence in Dynamics 365 Sales Insights assists the sales managers in your organization to get an overview of the call center and drill down to get call statistics for individual sellers. This helps the sales managers change the shape of the business by giving smarter coaching and enhancing sales to generate revenue.

You must have administrative privileges to configure Call intelligence for your organization. To configure Call intelligence, perform the following steps:

  1. Review the prerequisites

  2. Create a call recording repository.

  3. Upload call recordings.

Note

If you want to update the storage container and connection string, see Update configuration of call data.

Create call recording repository

Create a call recording repository (blob container) in an Azure storage account to help you upload the call recordings in the repository for Call intelligence to assess.

Note

While creating the repository, ensure that the repository is created in the same region as your tenant to upload the call recordings. For example, if your tenant is in NAM (North America), ensure that you create the repository in the NAM region only.

  1. Sign in to the Azure dashboard.

  2. On the navigation pane, select All resources, and open the desired storage account.

    Azure All resources option

  3. From Blob service, select Blobs then + Container.

    Add container in Azure

  4. Specify the container information, such as name and public access level.

  5. Select OK.

    The container is created. To learn more, see Create a container

  6. From Settings, go to Access keys and note the Connection string of the storage account. This connection string is used to connect Call intelligence to your Azure storage account.

    Note connection string

Now you are ready to upload call recordings to the blob container and configure the call data for conversation intelligence.

Upload call recordings

You can upload the recordings in audio formats, such as MP3 and WAV, in the created call recording repository (blob container) in Azure. Along with the audio format file, you must upload the corresponding metadata file in JSON format.

Note

  • You must have at least 10 call recording files in the call recording repository to process and display the data in Call intelligence.
  • The conversation-intelligence-managed container is created and managed automatically by the application.

Review the following requirements for audio and JSON files before you upload:

  • The file names for the audio and its corresponding JSON files must be the same. For example, if you name the audio file call-recording-10-dec-2018.wav, the corresponding JSON file should be named call-recording-10-dec-2018.json.

  • The file name cannot contain reserved characters, such as !*'();:@&=+$,/?%#[]".

  • The length of the file name should be fewer than 260 characters.

  • The call recording should be a stereo type recording only.

  • The JSON file parameters must be properly configured. The JSON file contains the following parameters:

    Parameter Description
    AgentAADUserId Specifies the unique identification code of your agent.
    AgentCrmUserId Specifies the unique identification code of the agent in your Dynamics 365 Sales organization.
    AgentAccountEmail Specifies the email account of the agent in your Dynamics 365 Sales organization.
    Note: You must use at least one parameter from AgentAADUserId, AgentCrmUserId, or AgentAccountEmail while creating a JSON file. When you use other parameters, ensure that the details are specific to the same agent. In the below example JSON file, we have used AgentAADUserId.
    CreatedTimestamp Specifies the time at which the audio file is created in milliseconds and calculated based on the UNIX Epoch time. For example, when the audio file is 14 Dec 2018 15:00:00 GMT, then the corresponding Epoch timestamp in milliseconds is 1544779800000.
    Locale Specifies the language used in the call. Currently, we support en-US, en-GB, de-DE, fr-FR, it-IT, es-ES, es-MX, ja-JP, pt-BR, and zh-CN.
    Id Specifies the unique identification code of the call. Generate this code using the GUID generator.
    StartTime Specifies the start time of the call in milliseconds and calculated based on the UNIX Epoch time. For example, when the call start time is 14 Dec 2018 12:39:56 GMT, then the corresponding Epoch timestamp in milliseconds is 1544791196000.
    Direction Specifies whether the call is inbound or outbound.
    FileName Specifies the name of the audio file.
    Title Specifies the title of the call.
    AgentPhoneNumber (Optional) Specifies the phone number of the agent.
    CustomerPhoneNumber (Optional) Specifies the phone number of the customer whom your sales rep contacted.
    CallContactCrmId (Optional) Specifies the ID (GUID) of the related contact entity in Dynamics 365 Sales.
    CallOpportunityCrmId (Optional) Specifies the ID (GUID) of the related opportunity entity in Dynamics 365 Sales.
    CallLeadCrmId (Optional) Specifies the ID (GUID) of the related lead entity in Dynamics 365 Sales.
    CallAccountCrmId (Optional) Specifies the ID (GUID) of the related account entity in Dynamics 365 Sales.
    CallPhoneCallCrmId (Optional) Specifies the ID (GUID) of the related phone call activity entity in Dynamics 365 Sales.
    IsAgentRecordingOnly (Optional) Specifies the audio file contains only the voice of your sales rep. The value is specified in True or False. By default, the value is False.
    QueueId (Optional) Specifies the unique identification code for the queue.
    QueueName (Optional) Specifies the name of the queue in which the sales rep is on.
    Provider (Optional) Specifies the service provider of the call such as Skype.
    Region (Optional) Specifies from which region the call originated, such as NA (North America).
    CreatedTimestamp (Optional) Specifies the time at which the audio file is created in milliseconds and calculated based on the UNIX Epoch time. For example, when the audio file is 14 Dec 2018 15:00:00 GMT, then the corresponding Epoch timestamp in milliseconds is 1544779800000.
    country (Optional) Specifies from which country the call originated.

    The following sample is an example of JSON file format:

    {
        "AgentAADUserId": "6b105575-g55a-e611-00ka-5065f38b0211",
        "StartTime": "1554890363917",
        "Direction": "OutBound",
        "CallerPhoneNumber": "Your caller phone number",
        "CreatedTimestamp": "1554890368934",
        "CustomerPhoneNumber": "Your customer phone number",
        "FileName": "Sample.mp3",
        "IsAgentRecordingOnly": true,
        "Locale": "en-US",
        "Provider": "SkypeCTI",
        "Region": "Commercial Sales",
        "Title": "Sales call",
        "CallPhoneCallCrmId": "33840960-a186-0a0b-ae0a-db69afd6b8e5"
        "Country": "United States",
        "Id": "4a14995b-4fd0-493e-85d4-9eb48d28e799",
        "Title": "Contoso Deal",
    }
    

Update configuration of call data

Configuring the call data helps us to fetch the call recording from your repository and process the audio file for call analytics. The analysis includes creating transcripts and providing insights for the call recordings. To configure the call data:

  1. Open the Dynamics 365 Sales Insights application.

  2. Select the settings icon on the top-right of the page and then select Settings.

    Select settings option

  3. On the Settings page, select Data source.

    Data source section

  4. In the Call data section, enter the Storage connection string that you configured in Azure.

    Select storage connection string

    The list of containers that are available is displayed in the Container name drop-down.

  5. Select Container name from the list.

    Select container name

  6. (Optional) Download the metadata file sample that is used to upload to the call recording repository in Azure along with the call recording file.

  7. Select Save.

The call data storage container is updated, and you can start uploading the call data into the new container.

See also

Introduction to administer Sales Insights application

Prerequisites to configure Sales Insights application

FAQs