Field | Type | Description |
|---|---|---|
agentcrosstalk | Decimal | Total time in minutes the agent was speaking while the client was speaking and the agent started speaking after the client. |
agentcrosstalkpercent | Decimal | Percentage of total talk time that the agent was speaking while the client was speaking and the agent started speaking after the client. agentcrosstalkpercent = agentcrosstalk / talktime. |
agentinterruptions | Integer | Count of the number of words the agent spoke while the client was already speaking. |
agenttalkingspeed | Integer | Number of words per minute spoken by the agent. agenttalkingspeed = agentwordcount / agentutterancetime Care should be taken when interpreting this metric for low duration calls. |
agenttalktime | Decimal | Total talk time in minutes for the agent. Sums the difference between the start and end times for each word spoken by the agent. Note: excludes the silence between each word in an utterance. |
agentutterancetime | Decimal | Total utterance time in minutes for the agent. Sums the difference between the start and end times for each utterance for the agent. |
clientcrosstalk | Decimal | Total time in minutes the client was speaking while the agent was speaking and the client started speaking after the agent. |
clientcrosstalkpercent | Decimal | Percentage of total talk time that the client was speaking while the agent was speaking and the client started speaking after the agent. clientcrosstalkpercent = clientcrosstalk / talktime |
clientinterruptions | Integer | Count of the number of words the client spoke while the agent was already speaking. |
clienttalkingspeed | Integer | Number of words per minute spoken by the client. Note: based on utt_time which is derived at a utterance level and not a word level. clienttalkingspeed = clientwordcount / clientutterancetime Care should be taken when interpreting this metric for low duration calls. |
clienttalktime | Decimal | Total talk time in minutes for the client. Sums the difference between the start and end times for each word spoken by the client. Note: excludes the silence between each word in an utterance. |
clientutterancetime | Decimal | Total utterance time in minutes for the client. Sums the difference between the start and end times for each utterance for the client. |
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. |
crosstalk | Decimal | Total time in minutes each channel was speaking at the same time. Derived at the word level by comparing the start and end time of each word to the start and end times or all other words. The sum of any overlap is crosstalk. |
crosstalkpercent | Decimal | Percentage of total talk time that both channels were speaking. crosstalkpercent = crosstalk / talktime |
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. |
insertime | value | Date and time the database was populated. |
insertid | string | Unique identifier to link the tables together within the database. |
interruptions | Integer | Count of the number of words both channels spoke over the top of the other channel. |
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. |
silence | Decimal | Silence on call in minutes. 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. silence = duration x silencepercent. |
talktime | Decimal | Total talk time in minutes. Sums the difference between the start and end times for each word. Note: excludes the silence between each word in an utterance. talktime = agenttalktime + clienttalktime |
utterancetime | Decimal | Total utterance time in minutes. Sums the difference between the start and end times for each utterance. utterancetime = agentutterancetime + clientutterancetime |