Type | Group/Name | Description | |||
---|---|---|---|---|---|
Filter-only fields | |||||
Duration unit | This filter-only field defines the duration unit — milliseconds, seconds, minutes, hours, days — for duration measures. By default, this is milliseconds.
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Dimensions | |||||
Call time breakdown | |||||
Cross talk | The duration of the conversation in which the agent and customer were talking simultaneously. | ||||
Agent | The duration of the conversation in which only the agent was talking. | ||||
Customer | The duration of the conversation in which only the customer was talking. | ||||
Silence | The duration of the conversation in which the agent and client were both silent. | ||||
Category | The name of the category matched during the conversation. | ||||
First Agent ID | The unique identifier of the first agent in conversation. The agent's ID is defined in the Vonage Contact Center (VCC) admin portal during agent creation. | ||||
Interaction - start date | |||||
15 min | The date and time at which the interaction started, rounded down to the nearest 15-minute period. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:15. | ||||
Date | The date on which the interaction started. In YYYY-MM-DD format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31. | ||||
Month | The month in which the interaction started. In YYYY-MM format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07. | ||||
Quarter | The quarter of the year in which the interaction started. In YYYY-Qx format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2022-Q3 | ||||
Time | The exact date and time at which the interaction started to the nearest second. In YYYY-MM-DD hh:mm:ss format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:36:45. | ||||
Week | The Monday of the week in which the interaction started. In YYYY-MM-DD format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-26. | ||||
Interaction ID | The unique identifier for the interaction. | ||||
Language | The language in which the conversation was carried out. | ||||
Profile | Profile name. | ||||
Recording time | The total duration of the recorded conversation. The sum of the agent, customer, cross talk, and silence durations. | ||||
Subcategory | The name of the subcategory matched during the conversation. | ||||
Subcategory matches | The number of times the subcategory was matched during the conversation. | ||||
Measures | |||||
Agent talk time (%) | The amount of time that an agent was talking as a percentage of the total duration of the conversation. | ||||
Agent talk time (duration) | |||||
Average | Average time the agent spent talking during the conversation. Default unit is milliseconds. | ||||
Maximum | Maximum time the agent spent talking during the conversation. Default unit is milliseconds. | ||||
Minimum | Minimum time the agent spent talking during the conversation. Default unit is milliseconds. | ||||
Total | Total time the agent spent talking during the conversation. Default unit is milliseconds. | ||||
Agent talk time (hh:mm:ss) | |||||
Average | Average time the agent spent talking during the conversation. In hh:mm:ss format. | ||||
Maximum | Maximum time the agent spent talking during the conversation. In hh:mm:ss format. | ||||
Minimum | Minimum time the agent spent talking during the conversation. In hh:mm:ss format. | ||||
Total | Total time the agent spent talking during the conversation. In hh:mm:ss format. | ||||
Categories found (count) | The number of categories matched during the conversation. | ||||
Cross talk time (%) | The amount of time that the agent and client were talking simultaneously as a percentage of the total duration of the conversation. | ||||
Cross talk time (duration) | |||||
Average | Average time when the agent and customer were talking simultaneously. Default unit is milliseconds. | ||||
Maximum | Maximum time when the agent and customer were talking simultaneously. Default unit is milliseconds. | ||||
Minimum | Minimum time when the agent and customer were talking simultaneously. Default unit is milliseconds. | ||||
Total | Total time when the agent and customer were talking simultaneously. Default unit is milliseconds. | ||||
Cross talk time (hh:mm:ss) | |||||
Average | Average time when the agent and customer were talking simultaneously. In hh:mm:ss format. | ||||
Maximum | Maximum time when the agent and customer were talking simultaneously. In hh:mm:ss format. | ||||
Minimum | Minimum time when the agent and customer were talking simultaneously. In hh:mm:ss format. | ||||
Total | Total time when the agent and customer were both simultaneously. In hh:mm:ss format. | ||||
Customer talk time (%) | The amount of time that the customer was talking as a percentage of the total duration of the conversation. | ||||
Customer talk time (duration) | |||||
Average | Average time the customer spent talking during conversation. Default unit is milliseconds. | ||||
Maximum | Maximum time the customer spent talking during conversation. Default unit is milliseconds. | ||||
Minimum | Minimum time the customer spent talking during conversation. Default unit is milliseconds. | ||||
Total | Total time the customer spent talking during conversation. Default unit is milliseconds. | ||||
Customer talk time (hh:mm:ss) | |||||
Average | Average time when agent and customer were both talking simultaneously. In hh:mm:ss format. | ||||
Maximum | Maximum time when agent and customer were both talking simultaneously. In hh:mm:ss format. | ||||
Minimum | Minimum time when agent and customer were both talking simultaneously. In hh:mm:ss format. | ||||
Total | Total time when agent and customer were both talking simultaneously. In hh:mm:ss format. | ||||
Silence time (%) | Part of a conversation when the agent and client were both silent as a percentage of the total time of conversation. | ||||
Silence time (duration) | |||||
Average | Average time when the agent and client were both silent during conversation. Default unit is milliseconds. | ||||
Maximum | Maximum time when the agent and client were both silent during conversation. Default unit is milliseconds. | ||||
Minimum | Minimum time when the agent and client were both silent during conversation. Default unit is milliseconds. | ||||
Total | Total time when the agent and client were both silent during conversation. Default unit is milliseconds. | ||||
Silence time (hh:mm:ss) | |||||
Average | Average time when the agent and client were both silent. In hh:mm:ss format. | ||||
Maximum | Maximum time when the agent and client were both silent. In hh:mm:ss format. | ||||
Minimum | Minimum time when the agent and client were both silent. In hh:mm:ss format. | ||||
Total | Total time when the agent and client were both silent. In hh:mm:ss format. | ||||
Subcategories found (count) | Total number of subcategories matched during the conversation. |
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