How to Integrate Genesys Cloud and Symbl to Obtain Call Scores

Avatar photoby Team Symbl | 10-24-2024

Though vital to many organizations’ operations, running a contact center is a costly and time-consuming endeavor – so it is vital for companies to get as high of a return on their investment as possible. 

By integrating a contact center platform solution such as Genesys Cloud with the conversational intelligence provided by Symbl, companies can extract valuable insights from interactions that will enable them to optimize their contact center performance.

An example of conversational intelligence is Call Score API from Symbl.ai, which provides a concise evaluation of a contact center interaction and helps to streamline the call evaluation process, which expedites the improved performance of a company’s contact center agents.  

With this in mind, this guide offers a step-by-step explanation of how to integrate Genesys Cloud with Symbl to obtain Call Scores for the conversations that take place within your contact centers. 

What is Genesys Cloud?

Genesys Cloud is a contact center solution used by organizations in over 100 countries to track and manage their customer interactions across multiple channels, including  voice, email, messaging, apps, and social media. By combining Customer Experience (CX) and Customer Relationship Management (CRM) workflows, Genesys Cloud enables companies to streamline their communications, resulting in:

  • Enhanced Customer Service: shorter queues, faster response times, and higher levels of customer satisfaction.
  • Increased Agent Productivity: AI-powered features such as chatbots and automated routing allow human agents to concentrate on more intricate interactions that  require their expertise.
  • Better Data-Driven Insights: with all communications stored in a single location, it’s easier for organizations to extract valuable insights that help them improve their services and increase profitability. Additionally, real-time analytics offer increased insight into customer preferences and operational performance, further aiding companies in crafting and refining their short and long-term strategies.

What is Call Score? 

Symbl’s Call Score API allows you to evaluate the quality of conversations that occur within your organizations, as well as the performance of participants – at scale and, crucially, without having to listen to each conversation. It generates a numerical score (out of 100)  for each conversation, along with an individual score and a detailed breakdown for each of your defined criteria, which makes it easier to determine the quality of an interaction, assess the performance of the human agent, and identify and compare relevant interactions. 

Use cases for Call Score include:

  • Contact Center Quality Assessments: organizations can determine the quality of conversations taking place at their contact centers, as well as the overall efficacy of their teams. With the ability to assess call quality without having to listen in (or to recordings), supervisors and management can identify areas of improvement in less time and more frequently, leading to rapidly compounding increases in customer service levels. 
  • Sales Performance Evaluations: similarly, companies can use Call Score to objectively evaluate the performance of their sales teams and hone in on the most essential areas for improvement. This then allows sales managers and trainers to structure sales meetings and professional development strategies most effectively. 
  • Refine Communication and Branding Guidelines: Call Score can help companies pinpoint exactly how they’d like their contact centre and sales teams to come across to their customers, thereby assisting in refining their communication standards and brand voice.
  • Compliance: in addition to communication guidelines, Call Score helps you evaluate your employees’ compliance with regulations that pertain to your industry, such as data privacy legislation. This helps mitigate legal, reputation, and, subsequently, financial risk and encourages ethical conduct.
  • Recruitment: Call Score can also be used during the recruitment process, allowing you to measure a job candidate’s responses against the attributes you’re looking for. 

Scorecard and Criteria

Call Score is composed of two core concepts: scorecard and criteria. 

A scorecard is the summary of the Call Score: combining your chosen criteria to provide an overall breakdown, as well as a separate score for each criterion. To learn more about scorecards, please refer to our documentation.

Criteria, meanwhile, are the specific qualities or traits used to create a detailed evaluation of the quality of an interaction, as well as the agent involved, which is used to generate the Call Score. You can use a default set of criteria, called Managed Criteria,  for a simple out-of-the-box evaluation. 

Managed criteria include: 

  • Communication and engagement: the agent’s communication style and how well they engage with a customer. 
  • Question handling: the ability to answer questions and handle objections from the prospect.
  • Sales process: how well a sales representative adheres to your company’s sales process and protocols. 
  • Forward Motion: an agent’s ability to drive the interaction towards the desired outcome.  

Alternatively, you have the ability to define custom criteria by which to evaluate your contact center personnel. These can be combined with the Managed Criteria to create the most comprehensive scorecard for evaluating the efficacy of your contact centers To learn more about criteria, please refer to our documentation.

Advantages of using Symbl’s Call Score for contact center evaluation 

The advantage of using Symbl’s Call Score API to automate quality assurance and evaluate contact center agents’ performance over Genesys’ native quality assurance and agent evaluation tools is twofold: 

  • The customizability and flexibility of performance evaluation tools in the native contact center tech stack is limited. If businesses have complex or nuanced quality assurance requirements, using Symb’s custom criteria and exhaustive checklist questions and adjusting scoring weights and priorities provides this added flexibility. 
  • Customers are increasingly using a combination of multiple contact center vendors and technology solutions. Symbl’s Call Score API is a vendor agnostic low-code API that seamlessly integrates directly into the CRM, BI tools or custom applications – all through the single API. This overcomes constraints and limitations of using vendor provided out-of-the-box offerings.

How to Integrate Genesys Cloud and Symbl: Step-By-Step Implementation  

Let us turn our attention to integrating Genesys Cloud with symbl to generate Call Scores for your contact center interactions. 

Initial Setup

The first step in integrating is to establish the correct setup, which requires three steps:

  1. Set Up a Genesys Cloud Organization: if you don’t have one already, create a new Genesys Cloud organization, by completing the required initial setup tasks.  
  2. Install AudioHook Monitor: in your Genesys organization, install AudioHook Monitor, the protocol Genesys Cloud uses to transmit audio data in near real-time to any third-party platform. In addition, for AudioHook to function, you will need to enable voice transcription.
  3. Acquire Your Symbl API key: to connect to Symbl APIs, you will need access credentials, i.e., an app id and app secret, which you can obtain by signing into the developer platform, as illustrated below: 

Configure the AudioHook Monitor

With your environment set up, the next step is configuring your audiohook monitor so it knows where to transmit the audio feed.  This is achieved with by doing the following:

  1. Open the Genesys Cloud UI go to Admin, on the far right of the top menu, and click Integrations. On the Integrations menu,  click the three dots on the right of the AudioHook option; then select Edit Integration on the pop-up menu that appears.
  2. This will display an interface with three tabs: Details, Configuration, and Support – we’re only concerned with the first two:
    1. Click the Details tab and label your AudioHook instance a more meaningful name for easier future reference  – in this case, we’ll simply call it Call Score
    2. Click the Configuration tab and stay on Properties: set Channel to both, to specify stereo sound, and enter the following under Connection URI, which is the address that establishes a secure connection to Symbl’s Stream API (which, in turn, makes use WebSocket Service (WSS) protocol) :

      wss://api.symbl.ai/v1/streaming/{CONNECTION_ID}?access_token={ACCESS_TOKEN}

      CONNECTION_ID is an arbitrary value of your choice, e.g., 12345, as Symbl’s servers will generate a unique conversation ID for the interaction. Meanwhile, ACCESS_TOKEN is the access token that you generated with your app ID and secret (as detailed above).
    3. Next, click on Credentials, enter your Symbl API key and secret into the appropriate field,s and click OK.

Customizing the Call Score Request

Here. we will customize the request, as a JSON object, that will be sent to Symbl’s servers. This is where you can configure Call Score to best fit your organizational requirements.

Go back to Admin > Integrations > Edit Integration > Configuration (as in the last step) and then click the Advanced tab. Define a JSON object to customize the Symbl request; an example of which is presented below:

{
 type: "start_request",
 actions: [
             {
               name: 'generateCallScore',
               parameters: {
               conversationType: "general",
               salesStage: "general",
               prospectName: "Real-time Call Score",
               callScoreWebhookUrl: "https://webhook.site/abcdef-123456"
                    }
                }
            ]
}


The most important parameter is callScoreWebhookUrl, as this is the address that Symbl will send the Call Score status to the interaction is complete. To learn more about how to customize your Call Score requests, please refer to the Streaming API documentation that details the available parameters. 

Selecting Which Interactions Receive Call Scores

To ensure a conversation receives a Call Score, the associated queue must have voice transcription activated; this is achieved as follows:

  1. On the UI, go to the Admin panel, select Contact Center, and then click Queues. 
  2. Select a Queue and click on Voice, then Voice Transcription, and set it to On. Now, all calls in that queue will have a call score generated by Symbl, with the completed sent to the WebHook URL specified in the JSON object in the previous step.

Activate the Integration

Finally, with everything correctly configured, you can activate the integration. Return to the  Admin panel, select Integrations, and toggle the button next to AudioHook to activate the integration. Now, you should be able to put a call through your Genesys Cloud organisation and see the status messages at your specified WebHook address, which will appear as below: 

{
    "conversationId": "",
    "status": "completed"
}


Upon receiving the response, you can then use the conversationID to make a request to Symbl’s servers to retrieve the call score for that interaction. The request to be sent to the server is shown below

GET https://api.symbl.ai/v1/conversations/{conversationId}/callscore/status


This will retrieve the call score associated with that conversationId, which will look similar to the JSON object shown below, depending on your configuration and chosen criteria. 

{
  "score": 82,
  "summary": "The sales call had some good aspects, but there were areas that could be improved. The representative was able to engage the prospect and discuss the product, but … ,
  "criteria": [
    {
      "name": "Communication and Engagement",
      "score": 75,
      "summary": "The representative engaged in a conversation with the prospect, discussing the product and its features. However …",
      "feedback": {
        "positive": {
          "summary": "The representative was able to engage the prospect in a conversation about the product and its features …"
        },
        "negative": {
          "summary": "The representative interrupted the prospect a few times during the call, and …"
        }
      }
    },
    {
      "name": "Question Handling",
      "score": 85,
      "summary": "The representative was able to answer most of the prospect's questions and provide information about the product. The new context shows …",
      "feedback": {
        "positive": {
          "summary": "The representative was able to answer all of the prospect's questions and provide information about the product, including …"
        },
        "negative": {
          "summary": "There were no major issues in question handling."
        }
      }
    },
    }
  ]
}


You can then take the JSON object containing the Call Score and detailed insights and incorporate it into reports, applications, or other desired mediums and platforms.  

In summary/outro

  • Genesys Cloud is a widely-used contact center platform used by organizations to manage their omnichannel customer interactions across voice, email, messaging, apps, and social media. 
  • Symbl’s Call Score API allows you to evaluate the quality of conversations and performance of participants – at scale and without having to listen to each conversation. 
  • Use cases for Call Score include: 
    • Contact center quality assessments
    • Sales performance evaluations
    • Refine communication and branding guidelines
    • Compliance
    • Recruitment 
  • Steps for integrating Genesys Cloud and Symbl include:
    • Initial setup, i.e., creating Genesys Cloud   
    • Configuring AudioHook Monitor
    • Customizing the Call Score request
    • Selecting which interactions receive call scores
    • Activating the integration

To fully harness the capabilities of Call Score, and to learn how to tailor it to extract maximum value from your organization’s contact center interactions, we encourage you to familiarize yourself with the different options and parameters outlined in the documentation. 

Additionally, to experiment with the other functionality provided by Nebula, Symbl’s proprietary LLM that has been fine-tuned for conversational analysis, sign up for Symbl’s developer platform.   

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Team Symbl

The writing team at Symbl.ai