The Call Analytics tab does not work for interaction records of outbound calls.
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an hour ago
Hello, everyone.
The Call Analytics tab does not work for interaction records of outbound calls.
While the Call Analytics tab functions as expected for inbound records, it does not work for outbound records.
I performed an outbound call operation from the softphone on ServiceNow using Amazon Connect. An outbound Interaction record was created, and after a short while, a file was attached from Amazon Connect. Up to this point, the behavior was as expected.
However, although there does not appear to be much difference between the files attached during inbound and outbound calls, when opening the outbound record, I was unable to view the conversation content through the Call Analytics tab in SOW. Does anyone have any idea what might be causing this issue?
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45m ago
I’d like to use the following community content as a reference. (outgoing call records.)
Call transcript and contact Lens analysis results ... - ServiceNow Community
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26m ago
Hi, Everyone.
I have checked a workaround method, but I understand that this is not the correct solution.
May I ask if anyone knows the fundamental cause of this issue?
First, set the following values in the Interaction table to 'sn_openframe_phone_log':
<channel_metadata_document> (sys_id)
<channel_metadata_table> (sn_openframe_phone_log)
Next, set a value for the End Time in the sn_openframe_phone_log corresponding to the configured sys_id.
When this is done, the Call Analytics tab appears to function.
