This article explains how to install and use the Call Journey Data Bridge Power BI app. Voice of the Customer: Topic Analysis app available in Microsoft’s AppSource.
The app helps you analyze your voice data in Power BI. You can use the app to monitor and analyze Agent Performance, Customer Experience (emotion, sentiment, negative experience, etc), Call Drivers, Trends, and Risk & Compliance, to name just a few Use Cases.
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the Voice of your Customers within Power BI by focusing on the customer side of voice interactions.
While the Call Journey Wordbench and Data Bridge services can be used to track and analyze topics you specify, the Voice of the Customer: Topic Analysis app seeks to under cover topics of which you may not be aware. In other words, it seeks to answer the question, “Tell me what I don’t know.” It does this using Natural Language Processing (NLP) techniques and Latent Dirichlet Allocation (LDA) models to analyze the words and phrases spoken by customers across many calls and then groups similar phrases into separate topics.
Prereq
uisites
Permissions to install template apps on your tenant from Microsoft AppSource.
Installation steps
To install the app:
In the nav pane in the Power BI service, select Apps > Get apps.
In the Power BI apps marketplace that appears, enter “Data Bridge” “Voice of the Customer Topic Analysis” into the search box to locate the Call Journey Data Bridge Voice of the Customer: Topic Analysis app and open the app
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On the Power BI AppSource page, select Get it now.
Select Continue to agree to the terms of use and privacy policy.
In the Install this Power BI app box, select Install.
If needed, create a workspace and select Continue.
When installation completes, notification appears saying that your new app is ready.
Select the app that you installed.
Connecting your data
Prerequisites
A Call Journey VoiceAI account
Data Bridge credentials:
CJ_Server
CJ_Database
User name
Password
Voice of the Customer: Topic Analysis module enabled by Call Journey
Please contact Call Journey if you have not been provided with these credentials.
Connect your data
Select the Data Bridge the Voice of the Customer: Topic Analysis app that you installed.
At the top of the app, select Connect your data.
In the dialog that appears, enter the CJ_Server and CJ_Database credentials then select Next.
In the next dialog box, enter your User name and Password and select Sign in and connect.
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