How do I bulk import calls & recordings from my call recording platform?

Introduction

The EvaluAgent Bulk File Upload Integration enables you to:

  • Upload a CSV file containing a list of contacts processed by your contact centre over the last 24 hours.
  • For each contact, you can also choose to upload a voice / screen recording of the contact which we'll automatically link up the relevant call record in the CSV file. (This requires the filenames to be specified in the contacts csv file).

Uploading files to our Bulk File integration requires the use of Secure File Transfer Protocol (SFTP). In layman's terms, this protocol allows a server to securely connect to another server and upload a file to it's storage space.

Getting started

Go to Integration settings to reveal the following screen and then click Setup.

Please Note: you will need to have the "Manage Integrations" permission assigned to your user profile to access the following workflow. (Users assigned the Admin role have this permission auto-assigned).

mceclip1.pngSetting up this feature on your account is relatively simple but does require some system configuration on our side.

To get the process started, on pressing Setup you'll be redirected to a page that contains a simple application form:mceclip2.png

We need some contact details and request that you upload a sample of the CSV file format that contains your call (meta) data. This is typically the file that is returned from your call-recording platform when you select to export calls.

Every call-recording system is slightly different in terms of exporting data and we'd direct you to the help guides of your specific call-recording platform for more information on how to export calls and recordings.

As part of the application form, we'd also recommend that you upload a sample of a call recording if you plan to upload and connect a recording to each call record.

We've tried to keep the process as simple and flexible as possible and we can process most file formats. However, as a minimum, your CSV file of call-records will need to contain the following columns. The file may contain additional columns, but without the columns listed below, we won't have the information we need to present calls in the contact table and link them up to agents in the EvaluAgent platform.

Once you've completed the form and attached your sample CSV (plus a sample Audio File if you're planning on uploading recordings) the request will be submitted to our Customer Success team who will contact you to discuss the request.mceclip3.png

For more information on linking-up agents in your system(s) to agents in EvaluAgent, please view the guide

Completing the set-up process

Once we've configured your account, we'll provide you with the details of how to connect to our SFTP server. These details will include the following:

  • Host name (this is the URL of our SFTP server)
  • Username (this unique to you)
  • SSH key-pair (if you wish us to generate this for you). Alternatively you can generate your own and send to us. For maximum security and peace of mind, EvaluAgent's SSH key-pairs are generated using the SHA256 algorithm.

Completing the set-up process will likely require some technical effort on your side to set up which, typically involves you either establishing an automatic or manual process that enables you to transfer files to our SFTP server at a regular frequency. 

Our SFTP servers are hosted by AWS. For guidance on how to transfer files using AWS SFTP, click here

Once you're set-up

Once you're set-up, you can start uploading your files and we'll process, store and present the records and any recordings securely within the EvaluAgent platform. As with all data held in EvaluAgent - it's secure - any files uploaded to our SFTP service are also automatically encrypted whilst at rest using the industry best-practice standard - AES256 encryption.

At this point, you'll be able to configure a number of settings relating to the Bulk file upload function by clicking the menu option:

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Configure the Bulk File Upload

The configuration menu option allows you define filters for the contacts you're sending to EvaluAgent. The options available for filtering will depend on the column headings in your file.

In the example below, you'll see that a filter has been created that will only import contacts from the CSV upload that have a contact length (Handling Time) greater than 100 seconds.

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You can add as many filters as you'd like to target the specific contacts that will meet your evaluation requirements. Any contacts that don't match the filters will not be imported.

As part of the import process, we match up the Evaluagent user with the user in your CSV of contacts. If the user cannot be found in EvaluAgent, the contact will not be imported.

Once you have configured the uploader, press Save and the filters will take effect on the next run of our scheduled import tasks (they run every 10 minutes).

Archive Rules

The archiving rules help you manage contacts and the associated data that is imported into EvaluAgent.

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Any contacts that are not evaluated after a defined period of time will be deleted from EvaluAgent (including any associated audio/screen recordings). This period is set by configuring the rule; Delete non-evaluated contacts after X days.

Contacts are only shown in the imported contacts table for a defined amount of time. This time period is set by configuring the rule; Only show contacts in the imported contacts table that are less than X days old.

Viewing your Imported Contacts

To view the contacts that have been imported, you need to visit the following Apps Menu > Quality > Contacts.

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When an item is created via the Bulk file upload we tag the source of the contact as Bulk file upload. Where a media file has also been uploaded, we also include a `play` button so the file can be played back.

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