Contents

Overview

The Call Journey Databridge Service is designed to enable users to more easily ingest voice data into their own data environment.

The transcription engine handles speech to text conversion and provides additional metadata of each processed audio file including emotional intelligence, confidence scores, word start and end times, and other call information. This information is stored in the json file format in an organized fashion to provide the most content that can be derived from the audio source.

To enable the information stored within the json files to be more easily ingested into BI Applications (such as Excel, Power BI, Tableau, Amazon QuickSight and Emite), elements from the json file have been extracted and stored within a PostgreSQL database. Further, additional metrics have been calculated using the data within the json file.

 The database contains five tables:

1. public generated_analytics_data

2. public generated_metrics_primary_data

3. public generated_metrics_secondary_data

4. public generated_analytics_client_data

5. public generated_analytics_scorecard_data

6. public genesys_conversation_recording

Note: when a data value is not defined (null), the data name will not appear as an element in the JSON output, but it will be shown as null in the database.

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Backup

Importing and manipulating data may put your systems under load and could cause them to become inoperative. Therefore, backup all data before following any of the instructions in this Guide. Voice AI Pty Ltd is not responsible for any loss of data.

Activation Date, Database Updates and Retention Periods

Only calls processed after the service has been activated will be loaded into the database. Customers need to contact Call Journey to indicate that they want the service to be activated. Data relating to calls processed before the activation will not be loaded. Any modified json files resulting from Wordbench apps being re-scored will be reloaded into the database, overwriting the previous record. Records will be kept in the database for 12 months from the date of upload.

Customers will be responsible for keeping permanent copies of the data after 12 months.

Updating Json Files

When modifying Wordbench apps, json files for calls already processed are not automatically updated. If you want the json file updated for these previous calls so that the revised app scores are reflected in the PostgreSQL database, please ensure that you select the box next to Update scores in file JSON:

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Data Types, Rounding and Other Items

The tables below set out the names, type and description of the fields available in each of the tables within the database.

Note that all decimal fields are rounded to 2 decimal places.

Some fields may be highly correlated and therefore care needs to be taken when using these fields in any analysis (such as a regression analysis). For example:

• The percentage of words spoken on the agent channel and client channel will sum to one (agentwordcountpercent + clientwordcountpercent =1). Therefore, correlation would be negative one (except for rounding differences).

• It is likely that the number of interruptions on a call (count of the number of words both channels spoke over the top of the other channel) to be highly correlated to cross talk (total time in minutes each channel was speaking at the same time).

The key point here is to understand the data before using it in any analysis.

Databridge Credentials

When you subscribe for the Data Bridge BI Connector, you will be provided with four parameters that will be required to connect and import data into your database or BI application:

• Server or Host URL

• Database name

• Username

• Password

Each BI application will have its own method for importing data.

Data Security Requirements

The database is hosted on Amazon AWS and therefore an AWS certificate needs to be installed to ensure a secure and encrypted transmission of data.

There are two options for installing and managing the AWS certificate:

1. PREFERRED METHOD: Customers install and manage the AWS certificate.

   1. Details for installing the certificate can be found on the AWS website: https://docs.aws.amazon.com/AmazonRDS/latest/UserGuide/UsingWithRDS.SSL.html

   2. See Appendix A on how to install the certificate on a Windows 10 local computer.

   3. The database server URL will be:

      1. US server URL: bi-store.cluster-ro-clzdfeqxbxzr.us-east-1.rds.amazonaws.com

      2. Canadian URL: prod-cace1-voiceai-db-databridge.cluster-ro-crb3dmptvfvp.ca-central-1.rds.amazonaws.com

      3. ANZ server URL: bi-store.cluster-ro-cayljglstwp7.ap-southeast-2.rds.amazonaws.com

2. Call Journey manages the AWS certificate on your behalf

   1. This is the simplest option and requires the use of our proxy server when prompted to insert the database Server URL:

      1. US proxy: bi-proxy.calljourney.com

      2. Canadian proxy: databridge-ca.calljourney.com

      3. ANZ proxy: databridge-anz.calljourney.com

NOTE: installing and managing the AWS certificate yoruself will result in a more efficient transfer of data.

Using Power BI with the Databridge Service

Power Bi Dashboards have been created and made available via a Power BI template. Instructions for using the template can be found here: https://tmacomms.atlassian.net/wiki/spaces/KB/pages/685541445