...
Field
...
Type
...
Description
...
agentchannel
...
Integer
...
The channel the agent is on.
...
agentclarity
...
Decimal
...
How clear the agent channel/speech is. Range is between 0 and 1, with 1 being the clearest.
...
agentei
...
String
...
Emotional intelligence (“ei”) for agent (see ei field).
...
agentgender
...
String
...
Agent gender prediction.
...
agentid
...
String
...
Reserved metadata field used to store the agent name or identifier according to the metadata provided by the client.
...
agentwords
...
String
...
List of words transcribed on the agent channel.
...
appdata
...
object
...
json object that stores metadata generated by Wordbench
...
audioproperties
...
String
...
Standard field using standard Genesys Cloud connection.
...
callback
...
String
...
Additional fields retrieved via the api from a Genesys Cloud connection (only retrieved if IVR redaction is enabled).
...
calldirection
...
String
...
Additional fields retrieved via the api from a Genesys Cloud connection (only retrieved if IVR redaction is enabled).
...
clientchannel
...
Integer
...
The channel the client is on.
...
clientclarity
...
Decimal
...
How clear the client channel/speech is. Range is between 0 and 1, with 1 being the clearest.
...
clientdata
...
object
...
json object that stores call metadata associated with the audio file.
clientdata consists of one metadata object. This data is a copy of the json or xml input metadata file uploaded to Wordbench alongside the audio file. There is no fixed data name, and it is up to the user to define whether they want to pass any information into the output json files.
...
clientei
...
String
...
Emotional intelligence (“ei”) for client (see ei field).
...
clientgender
...
String
...
Client gender prediction.
...
clientwords
...
String
...
List of words transcribed on the client channel.
Different recording platforms push metadata to the EVS platform that is specific to that platform. As a result, this metadata will differ by recording platform and customer. Table 1 captures all of the metadata within one json object (see clientdata field definition in Table 1).
Table 4 extracts the metadata within the clientdata json object to make it more readily accessible.
Field | Type | Description | ||
|---|---|---|---|---|
company | String | Corresponds to the Company field in Wordbench. Refer to Wordbench Management Guide which can be found in the Media Library on the website. | ||
confidencefield_name | DecimalString | filename | String | A measure Name of how confident the speech recognition system is in its transcription results
|
conversationid | String | Standard field using standard Genesys Cloud connection. Important within the Genesys Cloud environment. | ||
datetime | value | Reserved metadata field used to store the date and time that the call occurred according to the metadata provided by the client. For calls where no field is provided, this field will show the date and time of processing. | ||
diarization | Decimal | This value provided in 2 speaker, 1 channel calls.
For dual channel calls where speakers are on separate channels, this field will not appear in the json file and will be shown as null in the database. | ||
donedate | value | Date and time the file transcription was completed by the speech-to-text engine | ||
duration | Decimal | Call duration in minutes | ||
ei | String | Emotional intelligence consists of both acoustic and linguistic information. Events can be given the following values:
| ||
EVS unique identifying. Will typically use the filename of the recorded call to enable the metrics to be matched to the original callmetadata filed passed to the EVS platform. | ||||
folder | String | Corresponds to the Folder field in Wordbench. Refer to Wordbench Management Guide which can be found in the Media Library on the website. | ||
insert_time | value | Date and time the database was populated. | ||
insertid | String | Unique identifier to link the tables together within the database. | ||
jm_version | String | Standard field using standard Genesys Cloud connection. | ||
organisation | String | Corresponds to the Organization field in Wordbench. Refer to Wordbench Management Guide which can be found in the Media Library on the website. | ||
original_jsonvaluejson | Varies | Copy Value of json file as produced by the transcription engine. | ||
overtalk | Decimal | Percentage of call when the agent talks over or interrupts the client. Equal to the number of turns where the agent initiated overtalk divided by the total number of agent turns. | ||
queuename | String | Additional fields retrieved via the api from a Genesys Cloud connection (only retrieved if IVR redaction is enabled). | ||
recordingid | String | Standard field using standard Genesys Cloud connection. Usually equal to the filename. Hence, less important. | ||
requestid | String | Unique identifier generated by the transcription engine. | ||
scorecard | object | json object that stores any application scores that have been calculated for the transcript. This object contains the Count and Coverage scores for each category in each application. For more information about how these scores are calculated and when they are included in a json output file, please refer to the Wordbench Application Development Guide. | ||
sentiment | String | Linguistic sentiment value:
| ||
silencepercent | Decimal | Percentage of overall duration that is silence. Equal to all non-speech time, calculated as call duration minus the sum of the duration of each word. If music and noise is not decoded to word-events, they would be counted as silence. | ||
url | String | Location in Wordbench where the file can be viewed. | ||
userid | String | Standard field using standard Genesys Cloud connection. | ||
wordcount | Integer | Number of words in the transcriptionthe metadata field corresponding to the field_name. |