Field Names

Description

Talktime Seconds - Rep

Talktime Minutes - Rep

How much time internal participants actually spoke on the call/meeting. This is calculated off transcription data and ignores things like ringing time, time on hold (music, silence)

Talktime Seconds - Customer

Talktime Minutes - Customer

How much time the customer actually spoke on the call/meeting. This is calculated off transcription data and ignores things like ringing time, time on hold (music, silence)

Talktime Percentage - Rep

Talktime Percentage - Customer

What % of total talktime on the call was spoken by your reps or external participants

Monologues - Customer

Monologues - Rep

How many segments of time the participant spoke for 2mins or more uninterrupted.

Duration

A bucket field that makes transcripts more easily reportable and searchable, calculated from 'total talk time'.

Transcript - Customer Side

Transcript - Rep Side

Transcript segments broken out into just internal and external speaker segments. Useful for analyzing 'who' is saying what in reporting and tracker analysis.

Transcript

A full transcript of the conversation with all participants.