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User Guide
User Guide
- Introduction
- Getting started
  Getting started
  - Logging in
  - At a glance
- Dashboard
  Dashboard
  - Overview
  - Dashboard metrics
    Dashboard metrics
    
    Call metrics
    
    Sentiment metrics
    
    Topic metrics
  - Filter data
  - Compare to previous period
  - Drill-down capabilities
- Recordings
  Recordings
- Search
  Search
- Reports
  Reports
  - Overview
- My Profile
  My Profile
- Download PDF
Reporting User Guide
Reporting User Guide
- Overview
- Prerequisites
- Report Templates
  Report Templates
- Reports
  Reports
- Report Types
  Report Types
- List of Columns Available
  List of Columns Available
- Download PDF
Agent Evaluation User Guide
Agent Evaluation User Guide
- Overview
- Prerequisites
- Form Designer
  Form Designer
  - Create Evaluation Forms
  - Score Calculation Logic
- Manual scoring
  Manual scoring
  - Evaluate Interaction
- Auto scoring
  Auto scoring
  - Review Automatic Scores
- Reporting and Dashboard
  Reporting and Dashboard
  - QA Dashboard
- Download PDF
Speech Analytics User Guide
Speech Analytics User Guide
- Introduction
- Getting started
  Getting started
  - At a Glance
- Transcription
  Transcription
  - Transcription
- Call Summary
  Call Summary
  - Call Summary
- Sentiment analysis
  Sentiment analysis
  - Sentiment Analysis
- Topics analysis
  Topics analysis
- AI Insights
  AI Insights
  - AI Insights
- Download PDF
Conversation Analytics - Overview & Key Concepts
Conversation Analytics - Overview & Key Concepts
- Executive Overview
- Capabilities at a Glance
- How It Works
  How It Works
- Key Concepts
  Key Concepts
- Use Cases
  Use Cases
- Quick Start (Conceptual)
  Quick Start (Conceptual)
  - Start Small: First 7 Days
  - Rollout Checklist
- Glossary
Conversation Analytics - Platform Setup & Operations Guide
Conversation Analytics - Platform Setup & Operations Guide
- Overview
- Deployment Models and Responsibilities
- Platform Setup
  Platform Setup
- Operations
  Operations
- Troubleshooting
  Troubleshooting
  - Common Issues and Fixes
  - Runbooks
- Reference
  Reference
Conversation Analytics - Administration Guide
Conversation Analytics - Administration Guide
- Overview
- Getting Started Checklist
- Requirements
- Core Configuration
  Core Configuration
- Testing and Tuning
  Testing and Tuning
- Dashboards and Search
  Dashboards and Search
- Monitoring and Troubleshooting
  Monitoring and Troubleshooting
- Insight Catalog
  Insight Catalog
  - Customer Experience Metrics
    Customer Experience Metrics
    
    CSAT
    
    NPS
    
    NES
    
    Churn Risk
    
    Top Issues Reported
    
    Escalation Reason
  - Conversation Understanding
    Conversation Understanding
    
    Call/Conversation Summarization
    
    Sentiment Analysis
    
    Topic Analysis
    
    Call Reason and Outcome
  - Sales Insights
    Sales Insights
    
    Lead Score
    
    Top Objections
    
    Competitors Mentioned
    
    Deal Amount and Stage
    
    Next Actions
    
    Sales Lost Reason
  - Auto QA
  - Custom Insight Examples
Conversation Analytics - User Guide
Conversation Analytics - User Guide
- Overview
- Getting Started
- Using Conversation Analytics
  Using Conversation Analytics
- Dashboards
  Dashboards
  - Dashboards
  - Search and Filters
- Workflows
  Workflows
- FAQ and Troubleshooting
  FAQ and Troubleshooting
  - FAQ
  - Why Data Might Be Missing
REST API v2 Developer Guide
REST API v2 Developer Guide
- Overview
- Introduction
  Introduction
- Resources
  Resources
  - Calls
    Calls
    
    Call object fields
    
    File object fields
    
    Participant object fields
    
    List and search calls
    List and search calls
    
    List and search calls
    
    Basic search
    
    Advanced search
    
    View one call
    
    Set custom field values
    
    Delete one call
    
    Retrieve file for playback
    
    Pause and resume recording
  - Clients
    Clients
    
    Client object fields
    
    List and search clients
    
    View a client
    
    Create a client
    
    Update a client
    
    Delete a client
  - Custom fields
    Custom fields
    
    Custom field attributes
    
    List and search custom_fields
    
    View a custom field
    
    Create a custom field
    
    Update a custom field
    
    Delete a custom field
  - Encryption keys
    Encryption keys
    
    List and search encryption keys
    
    View encrypt key
    
    Create encrypt key (generate or import)
    
    Update encrypt key
    
    Delete encrypt key
    
    Grant access to encrypt key
    
    Revoke access to encrypt key
    
    List authorized users
  - Evaluation forms
    Evaluation forms
    
    Oveview
    
    List Evaluation Forms
    
    View Evaluation Form
  - Evaluation reports
    Evaluation reports
    
    Oveview
    
    List Evaluation Reports
    
    View Evaluation Report
  - Groups
    Groups
    
    Group object fields
    
    List and search groups
    
    View one group
    
    Create group
    
    Update group
    
    Delete group
  - Report runs
    Report runs
    
    Oveview
    
    List Return Runs
    
    View Report Run
    
    View Report Run Data
  - Reports
    Reports
    
    Oveview
    
    Report Template attributes
    
    List Report Templates
    
    View Report Template
  - Roles
    Roles
    
    Role object fields
    
    List and search roles
    
    View one role
    
    Create role
    
    Update role
    
    Delete role
  - Tenants
    Tenants
    
    Tenant object fields
    
    List and search tenants
    
    View one tenant
    
    Create tenant
    
    Update tenant
    
    Delete tenant
    
    View one tenant
  - Users
    Users
    
    User object fields
    
    List and search users
    
    View one user
    
    Create user
    
    Update user
    
    Delete user
    
    Pause and resume recording for user
- Examples
  Examples
  - Create tenant with roles, groups and users
- History of changes
- Download PDF
Five9 Integration Guide
Five9 Integration Guide
Microsoft Teams Integration Guide
Microsoft Teams Integration Guide
Twilio Flex Integration Guide
Twilio Flex Integration Guide
Webex Native Recording Integration Guide
Webex Native Recording Integration Guide
Release Notes
Release Notes
Screen Recording Admin Guide
Screen Recording Admin Guide
- Introduction
- How It Works
- Installation
  Installation
- Troubleshooting
  Troubleshooting
  - Troubleshooting on Client Side
  - Troubleshooting on Server Side
- Deploy Screen Capture Client with Windows Group Policy
  Deploy Screen Capture Client with Windows Group Policy
- Download PDF
Cisco UCM Recording Integration Guide
Cisco UCM Recording Integration Guide
Avaya SBCE Recording Integration Guide
Avaya SBCE Recording Integration Guide
Cisco CUBE Network-based Recording Integration Guide
Cisco CUBE Network-based Recording Integration Guide
Cisco CUBE SIPREC Recording Integration Guide
Cisco CUBE SIPREC Recording Integration Guide
Broadworks Recording Integration Guide
Broadworks Recording Integration Guide
- Overview
- BroadWorks Configuration
- MiaRec Configuration
  MiaRec Configuration
- Download PDF
Metaswitch CFS Recording Integration Guide
Metaswitch CFS Recording Integration Guide
- Overview
- Metaswitch SIPREC configuration
- MiaRec configuration for Metaswitch call recording
- Ignore Metaswitch internal redirect numbers
- Automatic user provisioning
- High availability configuration
  High availability configuration
  - Siprec auto failover configuration
    Siprec auto failover configuration
    
    Overview
    
    Configure SIPREC auto-failover for a CFS-Perimeta-MiaRec connection
    
    Configure SIPREC auto-failover for a direct CFS-MiaRec connection
- Softkey integration with Polycom VVX (Metaswitch platform)
- Softkey integration with Yealink phones (Metaswitch platform)
- User authentication using Metaswitch CommPortal
- Download PDF

Overview

For details on reporting, check the Reporting User Guide.

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