Page Comparison

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.

agentel

String

Emotional intelligence (“el”) for agent (see el 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.

clientel

String

Emotional intelligence (“el”) for client (see el field).

clientgender

String

Client gender prediction.

clientwords

String

List of words transcribed on the client channel.

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.

confidence

Decimal

A measure of how confident the speech recognition system is in its transcription results

• Range between 0 and 1

• 1 is most confident

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.

• Range between 0 and 1.

• 1 is best speaker separation.

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

el

String

Emotional intelligence consists of both acoustic and linguistic information. Events can be given the following values:

• Positive

• Mostly Positive

• Neutral

• Mostly Negative

• Negative

filename

String

EVS unique identifying.  Will typically use the filename of the recorded call to enable the metrics to be matched to the original call.

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.
This is also the Primary Key for this table.

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_json

json

Copy 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:

• Positive

• Mostly Positive

• Neutral

• Mostly Negative

• Negative

• Mixed (contains both Positive and Negative in the file).

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 transcription.

agent_title

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

division

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

department

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

team_name

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

requested_routing_skill

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

manager_title

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

manager_name

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

supervisor_title

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

supervisor_name

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

wrapup_codes

String

Custom metadata field aligned to Genesys Cloud fields.

Metadata fields from other platforms can be mapped to these fields.

Used in Ci Uncover reports, primarily as filters.

workteam_id

String

Used as the Workgroup filter in the CI Uncover report.

A customer’s metadata will be examined to determine which field is best used to be mapped to the workteamid field.

For Genesys Cloud, the default will be the “teams” field.