This article explains how to install and use the Call Journey Voice of the Customer: Topic Analysis Coherence: Topics & Trends app available in Microsoft’s AppSource.
The app helps you analyze 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.
Prerequisites
Permissions to install 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.
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In the Power BI apps marketplace that appears, enter
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“Coherence” into the search box to locate the Call Journey
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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.
5. In the Install this Power BI app box, select Install.
6. If needed, create a workspace and select Continue.
7. When installation completes, notification appears saying that your new app is ready.
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
User nameUsername
Password
Voice of the Customer: Topic Analysis Coherence: Topics & Trends module enabled by Call Journey
Please contact Call Journey if you have not been provided with these credentials.
Connect your data
Select the
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Coherence: Topics & Trends app that you installed.
At the top of the app, select Connect your data.
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In the dialog that appears, enter the CJ_Server and CJ_Database credentials then select Next.
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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
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 Data Bridge Coherence App to view the pre-created reports.
Reports available with the app
Details on the reports available can be found in the Knowledge Base article:
How to Use Power BI with the Call Journey Data Bridge Service
Data reference
Information on the data available through the app can be found in the Knowledge Base article:
Data Bridge: BI Connector ServiceCoherence: 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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