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FieldSectionDescription
Call TranscriptionTranscription

Searchable transcript of the call.

CategoriesInformationComma-delimited list of categories matched by Conversation Analyzer, if enabled for your account.
ConfidenceCall and Agent RelatedLevel of confidence in the transcription.
Agent PercentCall and Agent RelatedPercentage of talk time when agent was talking
Crosstalk PercentCall and Agent RelatedPercentage of talk time when customer and agent were both talking at once
Customer  PercentCall and Agent RelatedPercentage of talk time when customer was talking
Silence PercentCall and Agent RelatedPercentage of talk time when nobody was talking
LanguageCall and Agent RelatedLanguage code used for the call, for example, en_us, en_gb.
SentimentInformation

Sentiment summary and scores from Conversation Analyzer, if sentiment analysis is enabled for your account

The field comprises:

  • Overall sentiment score rated 0-100
  • Percentage of conversation with very negative sentiment
  • Percentage of conversation with negative sentiment
  • Percentage of conversation with neutral sentiment
  • Percentage of conversation with positive sentiment
  • Percentage of conversation with very positive sentiment
  • Ten sentiment scores scaled from -1 to +1 sampled at regular intervals: <0–10%, <10%–20%, and so on until <90–100%.

Example

Overall:+0.65, VeryNegative:05, Negative:025, Neutral:10040, Positive:020, VeryPositive:010,
Scores:+0.00,+0.00,-0.11,+0.00,+0.00,+0.00,+0.56,+0.61,+0.75,+0.77

The sentiment scores are also presented in the embedded Conversation Analyzer within Vonage Call Summary records. For information, see Analyzing a call recording in Conversation Analyzer in Salesforce.


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