The Conversation Analyzer - agent usage dashboard presents conversational insights about agent usage and adoption of categories and subcategories. Information includes insights for inbound and outbound interactions showing usage, trends, and durations. This dashboard is designed to help a business determine which agents are using and adopting the new messaging the most. Most historical dashboards are designed to show numbers and reports while Conversation Analyzer analytics tells you what happened in the interaction and why.
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- Name — the name of the agent as defined in the VCC admin portal during agent creation.
- Avg. agent talk time (hh:mm:ss) — the average amount of time that the agent spent talking.
- Max. agent talk time (hh:mm:ss) — the maximum amount of time that the agent spent talking.
- Min. agent talk time (hh:mm:ss) — the minimum amount of time that the agent spent talking.
- Agent talk time (%) — the amount of time the agent spent talking as a percentage of the total duration of their interactions.
- Avg. cross talk time (hh:mm:ss) — the average amount of time that the agent and contact were talking simultaneously.
- Max. cross talk time (hh:mm:ss) — the maximum amount of time that the agent and contact were talking simultaneously.
- Min. cross talk time (hh:mm:ss) — the minimum amount of time that the agent and contact were talking simultaneously.
- Cross talk time (%) — the amount of time the agent and contact were talking simultaneously as a percentage of the total duration of their interactions.
- Avg. customer talk time (hh:mm:ss) — the average amount of time that the contact spent talking.
- Max. customer talk time (hh:mm:ss) — the maximum amount of time that the contact spent talking.
- Min. customer talk time (hh:mm:ss) — the minimum amount of time that the contact spent talking.
- Customer talk time (%) — the amount of time the contact spent talking as a percentage of the total duration of their interactions.
- Avg. silence time (hh:mm:ss) — the average amount of time that the agent and contact were both silent.
- Max. silence time (hh:mm:ss) — the maximum amount of time that the agent and contact were both silent.
- Min. silence time (hh:mm:ss) — the minimum amount of time that the agent and contact were both silent.
- Silence time (%) — the amount of time the agent and contact were both silent as a percentage of the total duration of their interactions.
Interaction details tile
The Interaction details tile displays details about the interactions in a table and contains the following columns:
- Interaction ID — the unique identifier for the interaction.
- Name — the name of the agent as defined in the VCC admin portal during agent creation.
- Interaction start date — the date and time at which the interaction started to the nearest 15 minute period.
- Handle time — the duration that an agent spent working with the interaction in milliseconds.
- Talk time — the duration that an agent was connected to an external contact during the interaction in milliseconds.
- Recording time — the total duration of the recording of the interaction.
- Avg. agent talk time (hh:mm:ss) — the average amount of time that the agent spent talking.
- Avg. customer talk time (hh:mm:ss) — the average amount of time that the contact spent talking.
- Avg. cross talk time (hh:mm:ss) — the average amount of time that the agent and contact were talking simultaneously.
- Wrap time — the duration the agent spent in the Wrap state after being disconnected from external parties in hh:mm:ss format.
- Subcategories found (count) — the number of subcategories found in the transcriptions of the interaction.
- Customer hold time — the average duration the agent put the interaction on hold in. Hold time is in milliseconds.
- Agent talk time (%) — the amount of time the agent spent talking as a percentage of the total duration of the interaction.
- Customer talk time (%) — the amount of time the contact spent talking as a percentage of the total duration of the interaction.
- Cross talk time (%) — the amount of time the agent and contact were talking simultaneously as a percentage of the total duration of their interactions.
- Silence time (%) — the amount of time the agent and contact were both silent as a percentage of the total duration of the interaction.
- Initial direction — the direction of the interaction when it started.
- Interaction transferred (yes/no) (Yes / No) — indicates whether the interaction was transferred.
- Transfer destination — where the interaction was transferred, if applicable.
- Interaction consulted (yes/no) (Yes / No) — indicates whether the interaction included a consult.
- Monitor type — the mode of monitoring that was performed during the interaction, if applicable.
- Monitored (Yes / No) — indicates whether the interaction was monitored.
- Target duration met (Yes / No) — indicates whether the duration of the interaction is within the target. is this applicable in the default dashboard? It doesn't look like the duration target is set.
- Media type — the mode or method of communication used, such as phone or chat.
- Profile — the profile (set of categories, subcategories, and rules) used to transcribe the interaction.
- Language — the language spoken in the interaction in ISO language code format.
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The Duration of analyzed interactions by month tile displays the total handle time of analyzed interactions in each month of the selected time period. This gives an insight into the usage of Conversation Analyzer each month. This tile is not impacted by any of the filters.
The Duration of analyzed interactions by month tile contains a bar chart showing the total handle time in each month.