_ExcerptAdditionalCallSummaryFieldsForCA

Field	Section	Description
Call Transcription	Transcription	Searchable transcript of the call.
Categories	Information	Comma-delimited list of categories matched by Conversation Analyzer, if enabled for your account.
Confidence	Call and Agent Related	Level of confidence in the transcription.
Agent Percent	Call and Agent Related	Percentage of talk time when agent was talking
Crosstalk Percent	Call and Agent Related	Percentage of talk time when customer and agent were both talking at once
Customer Percent	Call and Agent Related	Percentage of talk time when customer was talking
Silence Percent	Call and Agent Related	Percentage of talk time when nobody was talking
Language	Call and Agent Related	Language code used for the call, for example, en_us, en_gb.
Sentiment	Information	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, VeryNegative:0, Negative:0, Neutral:100, Positive:0, VeryPositive:0, 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.