Console
Exchange sources Your team's calls, brought in for analysis
An exchange source brings the conversations your team already has into Natalia, to analyse them: "Téléphonie existante" (Existing telephony) and "Enregistrements importés" (Imported recordings). It is filed under an agent, which does not answer there. Settings has no "Sources d'échanges" tab.
Add an existing telephony
- On the page of any agent, "Ajouter un point de contact" (Add a contact point), then the "Téléphonie existante" card: "Les appels de votre équipe, récupérés régulièrement pour être analysés" (Your team's calls, retrieved regularly to be analysed).
- Choose the "Fournisseur de téléphonie" (Telephony provider), OVH, and, if you wish, the "Vocabulaire" (Vocabulary): the words the transcription must spell right, one per line. "Ajouter" (Add).
- On the source's page, save your OVH keys and choose the lines to follow. Retrieval and its errors are described in Natalia Analytics.
A source's page
A source has its page under its agent, breadcrumb "Agents › {agent} › {source}", and a node linked to the agent on its diagram. It does not show in the "Essayer" (Try) tab.
- "Analyse" (Analysis). The analysis grid that covers the source's conversations.
- "Vocabulaire" (Vocabulary). Corrected at any time: "Enregistrer le vocabulaire" (Save the vocabulary).
- "Importer une conversation" (Import a conversation). On an "Enregistrements importés" space: an "Enregistrement" (Recording), WAV or MP3 up to 100 MB, the "Interlocuteur" (Interlocutor) and the "Conseiller" (Advisor) who held the conversation. It joins your conversations.
- "Supprimer la source d'échanges" (Delete the exchange source). The source is deleted for good; you are back on the agent's page.
Where the agent answers
The numbers, WhatsApp and the web chat where the agent answers your customers are its contact points.