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This article explains how to install and use the Call Journey Coherence: Topics & Trends app available in Microsoft’s AppSource.

Unstructured data is complex and difficult to analyse. Call Journey’s Coherence app leverages a range of artificial intelligence and machine learning logic to create structure and neatly put the pieces of the puzzle together deriving the reason for a customer contacting your organisation and the core topic discussed. In other words, Coherence organises the complexity of unstructured data to produce true insights.

Prerequisites

Installation steps

To install the app:

  1. In the nav pane in the Power BI service, select Apps > Get apps.

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  2. In the Power BI apps marketplace that appears, enter “Coherence” into the search box to locate the Call Journey Coherence: Topics & Trends app and open the app

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3. On the Power BI AppSource page, select Get it now.

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4. Select Continue to agree to the terms of use and privacy policy.

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8. Select the app that you installed.

Connecting your data

Prerequisites

  • A Call Journey VoiceAI account

  • Coherence or Data Bridge credentials:

    • CJ_Server

    • CJ_Database

    • Username

    • Password

  • Coherence: Topics & Trends module enabled by Call Journey

Please contact Call Journey if you have not been provided with these credentials.

Connect your data

  1. Select the Coherence: Topics & Trends app that you installed.

  2. At the top of the app, select Connect your data.

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  2. In the dialog that appears, enter the CJ_Server and CJ_Database credentials then select Next.

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  3. In the next dialog box, enter your User name and Password and select Sign in and connect.

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Your data will now load.

At the top of the app, the Connect your data message will have changed to Refresh is in progress.

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Note

  1. The data refresh process might take some time to complete. The length depends on the number of calls that you have processed with the VoiceAI service.

After the data refresh is complete, select the Coherence App to view the reports.

Reports available with the app

Details on the reports available can be found in the Knowledge Base article:

Coherence: Topics & Trends

Next steps

For more information about configuring data, refresh, sharing reports, and additional report customization see the following articles:

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