The Conversation Analyzer - analytics dashboard presents conversational insights about category and subcategory occurrences. 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 show numbers and facts, while Conversation Analyzer analytics show what happened during 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 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.
- Agent talk time (%) — the amount of time the agent spent talking as a percentage of the total duration of the interaction.
- Avg. customer talk time (hh:mm:ss) — the average 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 the interaction.
- Avg. cross talk time (hh:mm:ss) — the average 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. silence time (hh:mm:ss) — the average 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 the interaction.
- Subcategories found (count) — the number of subcategories found in the transcriptions of the interaction.
- Wrap time — the duration the agent spent in the Wrap state after being disconnected from external parties in hh:mm:ss format.
- Customer hold time — the average duration the agent put the interaction on hold in. Hold time is in milliseconds.
- 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.