The following objects are generated and managed by AI Advisor
Objects managed by AI Advisor
Label | API Name | Allow Reports? (By default) | Description |
|---|---|---|---|
Natterbox AI | TRUE | The core object which represents the call and stores all the AI analysis data | |
Natterbox AI Note | nbavs__NatterboxAINote__c | FALSE | This object stores the details from leaving notes on a call using the Insight Player. |
Category | nbavs__Category__c | TRUE | Junction record between the Insight Category Configuration and an Insight record, when the category is triggered for that call |
AI Advisor Category Configuration | nbavs__Insight_Category_Configuration__c | FALSE | Definition of a category which may be assigned to an Insight record using the Insight Category object. |
Filter View | nbavs__FilterView__c | FALSE | A saved filter for a user within the AI Advisor Search page. |
Objects deprecated (since enabling SFSO on v1.348)
Label | API Name | Allow Reports? (By default) | Description |
|---|---|---|---|
Insight | nbavs__Insights__c | TRUE | The core object which represents the call |
AI Prompts | nbavs__AI_Prompt__c | TRUE | This object is where the results of the AI prompts are stored |
AI Prompt Configuration | nbavs__AI_Prompt_Configuration__c | FALSE | This object stores the details of the prompt configuration |
Insight / AI Advisor Conversations | nbavs__Insight_Conversation__c | FALSE | Junction object |
Insight / AI Advisor Category | nbavs__Insight_Category__c | TRUE | Junction record between the Insight Category Configuration and an Insight record, when the category is triggered for that call |
Insight / AI Advisor Note | nbavs__Insight_Note__c | FALSE | This object stores the details from leaving notes on a call using the Insight Player. |
Insight Note Deprecated | nbavs__Insights_Notes__c | FALSE | This object stores the details from leaving notes on a call using the Insight Player. |
Insight / AI Advisor Error | nbavs__Insights_Failure__c | FALSE | This object stores any processing errors. |
Insight / AI Advisor Rating | nbavs__Insight_Rating__c | FALSE | This object stores the results of the ‘Finish & Rate’ from the Insight Player. |
Insight / AI Advisor User View | nbavs__Insight_User_View__c | FALSE | Record used to track Insight Player views of an Insight by users. |
Since the consolidation of the objects, AI Advisor is now mainly driven through a single object called Natterbox AI.
This is the schema breakdown of the Natterbox AI Object:
Field Label | Field API Name | Type | Description |
|---|---|---|---|
Lookup to the account that was called. | |||
The time that the call channel was answered. | |||
Gets the relevant call category value from CRO for the respective UUID of the call. | |||
The Call_Direction field exists for each conversation and specifies the direction of the call in the context of External (numbers not owned by the business) and Internal (numbers owned by the business). | |||
Lookup to the Call Reporting record for this call. | |||
Indication on how the call was handled from the perspective of the From party, normally acting in the role of caller. Typically a call can either be connected to another party thus forming a Conversation, be connected to a service or not be connected to either, i.e. the call was not answered. | |||
Values can be Employee or Customer to define the respective Insight record. | |||
The duration of the physical channel in seconds, from the point at which it is answered to the point at which it gets hung up. If the channel is not answered, then duration will be 0. | |||
The duration of the physical channel in seconds, from the point at which it is answered to the point at which it gets hung up. If the channel is not answered, then duration will be 0. | |||
Lookup to the contact that was called. | |||
For the given call, this represents how many conversations the specified From or To party had whilst the call was active. See the introduction section labelled Transfers for more information. | |||
The numeric Natterbox device ID associated with this call channel. If the call is OTT, then this will be blank. | |||
The time that the call channel ended (was hung up). | |||
AI Free Text Search - This is a truncated version (the first 255 characters) of the AI Assist result which is searchable | |||
AI Free Text - The result for AI Assist, this is a large text field - note this text field cannot be searched or reported on - see more on AI Assist here. | |||
Related group name of Insight record/UUID. | |||
Indicates the reason that the channel hung up. This is applied at a channel level, i.e. even if the caller/called party has been involved in multiple conversations by virtue of being transferred, this hangup cause is the same on all channels. | |||
Whether or not the call received back AI prompt analysis data | |||
Whether or not the call was marked for AI prompt analysis | |||
A reference auto number for the record. | |||
URL link to Insight Player for this call. | |||
The language the call was set to be transcribed in | |||
Lookup to the lead that was called. | |||
Salesforce unique ID | |||
Lookup to the Group__c record that the primary user is a member of. | |||
Lookup to User__c record for the primary user. | |||
The number that belongs to the device or calling/called party. When a channel is a caller channel, i.e. a call has been initiated from a phone towards the Natterbox system, then for inbound calls to the organisation from external callers, this is typically the caller's PSTN number. For calls made by users within the organisation who are using SIP based devices, this is their SIP device extension number. Where a channel is a called channel, i.e. a call has been initiated from the system to a phone, then this is always the number that is dialled. | |||
A count of all related Categories against the call. | |||
If the call channel is associated with a Customer, and an Opportunity has been found, then this will be linked to Opportunity record. | |||
Lookup to User__c record for the other user. This field is only ever populated in the event of an internal call between agents. | |||
AI Reasoning - The reasoning response that the AI gave for the rating - note this is a long text field cannot be searched or reported on | |||
Related name of the person involved in the call. | |||
Related record URL of the person involved in the call. | |||
AI Rating - The result from the AI, typically this will be the numerical rating out of 10, but in the event of an error the full string will be populated here | |||
The time that the call channel was actually initiated. | |||
When a transcription is processed by the scheduled job, respective values are updated based on the processing result. | |||
The UUID of the call channel this Insight record is related to. |
As seen in this table, Natterbox AI records have a lookup field to a Call Reporting record. This is the call that is being analysed.
Because of this, fields from the Call Reporting record can be used in a Natterbox AI report. Reports can be created with a report type of “Natterbox AI with Call Reporting” :
Alternatively, a custom report type can be created and the Call Reporting fields can be added using the Add fields related via lookup function:
