Table 3: public.generated_metrics_secondary_data

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.
This is also the Primary Key for this table.

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