Conversation Analyzer (CA) fields
In this page |
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CA - Categorization
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. Adding Duration target as a dashboard filter allows you to dynamically change the target duration dimension. | ||
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 (duration) | The total length of a recorded conversation. The sum of the Agent talk, Customer talk, Cross talk, and Silence durations. | ||
Recording time (hh:mm:ss) | The total length of a recorded conversation. The sum of the Agent talk, Customer talk, Cross talk, and Silence durations. Formatted as (hh:mm:ss). | ||
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. | ||
CA - Sentiment
Type | Group/Name | Description | |
|---|---|---|---|
Dimensions | |||
Overall sentiment | |||
Overall sentiment score | Overall sentiment score rated from -1 to 1. | ||
Sentiment (%) | |||
Negative | Percentage of a conversation classified as negative as a percentage of the total time of conversation. | ||
Neutral | Percentage of a conversation classified as neutral as a percentage of the total time of conversation. | ||
Positive | Percentage of a conversation classified as positive as a percentage of the total time of conversation. | ||
Very negative | Percentage of a conversation classified as very negative as a percentage of the total time of conversation. | ||
Very positive | Percentage of a conversation classified as very positive as a percentage of the total time of conversation. | ||
Sentiment score | |||
0-10% of call | Sentiment score for the call segment between 0% and 10% of the total call duration. | ||
10-20% of call | Sentiment score for the call segment between 10% and 20% of the total call duration. | ||
20-30% of call | |||
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