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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	Sentiment score for the call segment between 20 and 30% of the total call duration.
		30-40% of call	Sentiment score for the call segment between 30 and 40% of the total call duration.
		40-50% of call	Sentiment score for the call segment between 40 and 50% of the total call duration.
		50-60% of call	Sentiment score for the call segment between 50 and 60% of the total call duration.
		60-70% of call	Sentiment score for the call segment between 60 and 70% of the total call duration.
		70-80% of call	Sentiment score for the call segment between 70 and 80% of the total call duration.
		80-90% of call	Sentiment score for the call segment between 80 and 90% of the total call duration.
		90-100% of call	Sentiment score for the call segment between 90 and 100% of the total call duration.
Measures
	Count
	Negative sentiment (%)
		Average	Average percentage of a conversation classified as negative as a percentage of the total time of conversation.
	Neutral sentiment (%)
		Average	Average percentage of a conversation classified as neutral as a percentage of the total time of conversation.
	Overall sentiment score
		Average	Average overall sentiment score.
		Maximum	Maximum overall sentiment score.
		Minimum	Minimum overall sentiment score.
	Positive sentiment (%)
		Average	Average percentage of a conversation classified as positive as a percentage of the total time of conversation.
	Very negative sentiment (%)
		Average	Average percentage of a conversation classified as very negative as a percentage of the total time of conversation.
	Very positive sentiment (%)
		Average	Average percentage of a conversation classified as very positive as a percentage of the total time of conversation.

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