MeshMesh from Salesforce
Service Cloud · Partner Contact Center

Diagnose Voice Call Intelligence

Find out why voice call features misbehave, such as work summaries that return no recommendations or call transcripts that are never stored, and fix the cause where the evidence allows.

8 tasks
Method

How MeshMesh does it

  1. Searches the documentation for the relevant setup. In one case it found that Einstein Work Summaries cover field recommendations for VoiceCall wrap-up.
  2. Checks the existing setup and fixes what is plainly wrong, such as empty field mappings in the work summary setup.
  3. Traces the cause of a symptom. In one case it found the org had no ConversationEntry records, so no transcripts were stored, and that the Conversation Transcripts on Data 360 page was disabled, which needs Data 360 provisioning.
  4. Builds the missing pieces: a flow that creates Tasks from VoiceCalls for the activity timeline, and transcript retrieval through the Connect REST API, stored on the VoiceCall via Flow and Queueable Apex.
  5. Hands back to the user when it needs a choice, such as which org to target, before making changes.

Next capability: Configure Contact Center Telephony. This page sits under Partner Contact Center: area-level work in the Service Cloud overview.

Products

Products and features it works with

Bars show how many of this capability's tasks touched each product.

Features
Partner Contact Center

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