Truly automatically calculates and pushes the following data into Salesforce for building reports and automations.
These metrics are derived entirely from the transcript data and are in many ways a far more accurate representation of 'what happens' on a call than 'talktime' data that you get from other sources. For example, while 'CallDurationSeconds' often describes the length of a call/meeting, it doesn't capture things like dial time, time on hold, breaks taken in a meeting, etc. Transcription allows you to zoom in much further and see exactly what happened.
| 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. |