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How to View Dubber Data in a Salesforce Contact

Updated

You can read this article in Japanese (日本語) | Spanish (español)

After you have purchased and configured the Dubber Salesforce Integrator the data can be view in a number of Salesforce objects such as Accounts and Contacts. This articles shows you how to view this data on a Contact.

N.B If changes are required within your Salesforce Org you may need to have them completed by a Salesforce admin. 

 

Contacts - Recording List

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Description

All recordings related to a particular contact will be displayed. On the click of fetch recordings, the recording table will be updated immediately. the recording details are added in tabular form. It includes: 

  • Date/Time - Displays date and tie of recording
  • Direction - Shows whether the call was an inbound call or outbound call. 
  • From - Call made from
  • To - Call made to
  • Duration - Call duration
  • Sentiment - Dubber analysis for call sentiment
  • Transcripts - Transcript details of that particular recording. On click, the user will be able to view the transcripts. 

Step to Perform

  1. Click on a contact name to view recordings of that particular contact
  2. Click on transcripts incon to view transcripts of that particular recording
  3. The task for negative sentiments and call recording logs will be displayed in the Activity panel
  4. Click on 'Fetch Recordings" to fetch new recordings before the batch execution

Doing this will allow for call recordings and related to contacts are displayed under a contact. 

 

Contact List 

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Description

  • Users will be able to create a new contact by click on the new tab in the top right section of the screen. 
  • All the contacts will be automatically created in Salesforce as soon as the recording data is fetched.

Steps to Perform Action

  1. Click on a contact name to view recordings of that particular contact
  2. Click on 'New' button to add a new contact
  3. Click on a contact
  4. The under will be navigated to that particular contact detail

 

For Contacts

The call records pulled from the Dubber Web Portal will be available in the Contact record as a Related list view with the label 'Not mentioned' this panel will also display the contact number of the caller and the receiver in the To and From fields respectively.

 

Steps to Perform Action

  1. All the recordings are displayed under each contact
  2. Click on a recording name to view a particular recordings details
  3. Recordings can be sorted in ascending/descending order
  4. Recordings can be deleted or edited

 

 

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