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Technical documentation

Natalia Analytics Documentation

Natalia Analytics Cloud transcribes and analyses your agents' recorded conversations: calls synced from your telephony account or audio files you import. This documentation covers sources, analysis grids and reanalysis, Trends, groups and agencies, security and exit.

How it works

1

Sources

Existing telephony: Natalia retrieves every day the call recordings of the lines you follow in your OVH telephony account. The first retrieval sets the starting point; only the calls after it are imported.

Imported recordings: you add a conversation from a WAV or MP3 file, up to 100 MB.

2

Transcription and analysis

Each recording is transcribed, speaker by speaker, with timestamps.

With the Analysis option, the conversation is then analysed against your grid: summary, categories, a score from 1 to 5 per criterion, labels and extracted information. A standard grid is ready from the start; you change it as you wish, then reanalyse a past period with it.

3

Trends

Five tabs read the analysed conversations: Activity, Quality, Costs, Improvements and Summaries. Summaries group the reasons for calls per category, with recommended actions. See Trends.

A recap is emailed every Monday.

Documentation sections

Analysis grid and reanalysis

The standard grid, reanalysing a period after a change, progress and stop, why a conversation is not analysed.

Scoring and the AI Act

What the scoring of agents measures, human correction of scores, the texts that frame its use at work.

ROI tracking

Agent cost at a loaded hourly rate, declared improvements, 8-week frozen before, time saved.

Groups and agencies

One organisation per agency, a group that reads its agencies, the roles of an organisation.

Weekly recap

The Monday email: score, categories, agents and agencies of the past week, and where to set its address.

Security

Hosting in France, isolation between organisations, access, retention and purge.

Reversibility

Conversation export in JSON or CSV, audio, deleting an organisation.

Client referential import

CSV or XLSX file, telephone column, Complete or Replace mode, preview and rejected cells.

Glossary

Source, analysis grid, assignment, summary, improvement: the terms of the Cloud edition.

Discover the product

Back to the Natalia Analytics product page.

Common issues

The transcription failed
The recording is kept. Either the transcription service did not answer, or the transcription failed during processing: relaunch it from the conversation page (Administrator role). If the failure repeats, the audio file may be too degraded.

The analysis did not complete
Natalia retries several times before showing the failure. If the analysis service did not answer, the conversation and its transcript are kept. If the answer did not match your analysis grid, check the grid. A conversation without a transcript is analysed as soon as its transcript arrives.

A conversation is not analysed
Its page says why on one line: analysis planned, monthly volume of the option used up, option stopped, conversation older than its grid. A conversation that ended before its grid covered it is analysed by the first analysis if it ended in the last 30 days (200 conversations at most); otherwise, reanalyse the period from the grid page.

OVH refuses the keys of my account
Save new keys in the settings of the Existing telephony source.

OVH no longer finds a line
Check that the line still exists in your OVH account, or stop following it.

OVH did not answer, or a recording could not be imported
Nothing to do: Natalia retries at the next retrieval.

A recording is listed as refused
The import rules refuse a recording whose call date is missing or unreadable, or whose audio is unreadable or too large. It is listed on its line with the refused fields and is not retried.