Announcing improved Talk reporting in Explore

On July 29th, 2020, we’ll be releasing a new version of the Explore Talk dataset and pre-built dashboard to help organizations better manage their voice channel. This update includes team performance analysis, granular call type reporting, wider IVR overview, drill-downs into call quality, and recording statistics.

Team performance analysis

Now you can easily slice any Talk metric using the Call group attribute and see stats like the number of calls or call duration time for each team. This attribute is available as a filter and a change attribute widget in the pre-built dashboard.

Call type reporting

Customers who use features like callback, text back, overflow, or external number forwarding can easily create queries specific for each workflow and compare how each of the features improves the customer experience. This can be achieved by filtering queries using the Call type attribute and applying metrics derived from it.

Here is one of the pre-built dashboard charts powered by this attribute: 

Call quality

Call quality monitoring is the most recent Talk feature that enables agents to detect audio issues during the call. To harness the full power of this feature we are introducing metrics and attributes to measure call quality both on the agent and end user side to determine the issues that caused poor call quality. 

There is a dedicated Quality tab in the pre-built dashboard:

Call recording statistics

We’re adding a number of new fields that provide statistics on the number of recorded vs non-recorded calls, calls for which end users had opted-in or opted out from the recording, and the number of times the call recording was paused by agents. 

Other updates

• Understand unsuccessful calls that were not abandoned in any known call stage with the new ‘Not answered’ call completion status.
• Identify calls that were auto-forwarded or transferred by agents to external numbers with the new ‘External’ call leg type.
• Two new IVR attributes were added: Call IVR action and Call IVR destination. 
• Differentiate consultation, transfer, and conference legs from the rest of the call legs using the Leg consultation type attribute.

Note: Some of the legacy attributes and metrics were replaced with the new equivalent attributes and moved to a folder named ‘Obsolete’. None of your existing queries should be impacted by this update. Should you come across attributes in previously created queries with this label, simply update them with the new equivalent attributes. 

Find the detailed list of field changes below:

Table 1. Talk: Calls new fields

Field	Field Type	Definition
Call type	Attribute	The type of call. Values are Callback, Forwarded, Overflow, Regular, Text back, and Voicemail.
Call completion status	Attribute	Indicates how the call was completed. Values are Abandoned in IVR, Abandoned in queue, Abandoned in voicemail, Abandoned in on-hold, Completed, and Not answered.  Completed means that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number. Not answered means that the call wasn’t successful. An example of an inbound not answered call is when the end user wasn’t connected with the agent, or the customer left the call in a transition stage that is not included in the abandoned statuses. An example of outbound not answered call is when the end user didn’t answer the agent’s call.
Call group	Attribute	Name of the group where the call was answered.
Call callback source	Attribute	The place from where the callback was requested. Values are Phone and Web Widget.
Call group is default	Attribute	Indicates if the call was answered in the default group or not. Values: True and False.
Call IVR action	Attribute	The last IVR action end user selected. Values are Group, Invalid keypress, IVR menu, Phone number, Text back, and Voicemail.
Call IVR destination	Attribute	The last IVR destination of the call, possible values are group names and external phone numbers.
Call overflow number	Attribute	The phone number to which an overflow call was directed.
Call quality	Attribute	Indicates if a call had a good or bad network and audio quality. Values are Bad, Good, and No information.
Call recorded	Attribute	Indicates if a call was recorded or not. Values are True or False.
Call recording setting	Attribute	The phone number recording setting used for the call. Values are Always off, Always on, Opt-in and Opt-out.
Call recording consent	Attribute	The recording consent option end user selected at the beginning of the call. Values are Opted in and Opted out.
Leg type	Attribute	Indicates for which user the call leg was generated. Values are Agent, End-user, and External.
Leg completion status	Attribute	Indicates how the call leg was completed. Values are Agent declined, Agent missed, Agent declined transfer, Completed and End user hung up. Completed means that the leg was successfully routed to its destination.
Leg consultation type	Attribute	Indicates if a call leg was initiated as part of the consultation and warm transfer feature and what type of consultation it was. Values are Consultation, Conference and Unattended transfer.
Leg quality	Attribute	Indicates if a call leg had a good or bad network and audio quality. Values are Bad, Good, and No information.
Leg quality issues	Attribute	Lists the quality issues encountered during the call leg. Values are High jitter, High latency, High packet loss, High post-dial delay, and Silence.
Leg user name	Attribute	The name of the user associated with the call leg.
Leg user role	Attribute	The role of the user associated with the call leg.
Leg user ID	Attribute	The ID number of the user associated with the call leg.
Leg user email	Attribute	The email address of the user associated with the call leg.
Leg user locale	Attribute	The locale of the user associated with the call leg,  for example, en-US.
Leg user status	Attribute	The status of the user associated with the call leg. Values are Active, Deleted and Suspended.
Leg user tags	Attribute	A list of tags associated with the user for the call leg.
Leg user time zone	Attribute	The time zone of the user associated with the call leg.
Call consultation time brackets	Attribute	Splits any metric by the call consultation time brackets. Values are 0-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec.
Call not recorded time brackets	Attribute	Splits any metric by the call not recorded time brackets. Values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, >5 min.
Call wrap-up time brackets	Attribute	Splits any metric by the call wrap-up time brackets. Values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, 5-10 min, >10 min.
Leg consultation time brackets	Attribute	Splits any metric by the leg consultation time brackets. Values are 0-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec.
Leg conference time brackets	Attribute	Splits any metric by the leg conference time brackets. Values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, 5-10 min, >10 min.
Non-answered calls	Metric	The number of calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages.
Recorded calls	Metric	The number of calls that were recorded.
Non-recorded calls	Metric	The number of calls that were not recorded.
Multi-assist calls	Metric	The number of calls that were assisted by more than one agent.
Consultation calls	Metric	The number of calls that had a consultation with an additional agent or external number.
Unattended transfer calls	Metric	The number of calls that were transferred to another agent without the consultation phase.
Conference calls	Metric	The number of calls that had a 3 person conference.
Good quality calls	Metric	The number of good quality calls.
Bad quality calls	Metric	The number of bad quality calls.
% Call completion rate	Metric	The percentage of the calls that were completed successfully.
% Call multi-assist rate	Metric	The percentage of the calls that were assisted by more than one agent.
% Call quality rate	Metric	The percentage of the calls that had good quality from the total number of calls on which the quality was measured.
Non-answered inbound calls	Metric	The number of inbound calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't  abandon the call in one of the defined call stages.
Regular inbound calls	Metric	The number of regular inbound calls.
Callback calls	Metric	The number of inbound calls for which the callback feature was used.
Forwarded calls	Metric	The number of inbound calls forwarded to external phone numbers via IVR.
Overflow calls	Metric	The number of inbound calls forwarded to overflow phone numbers.
Text back calls	Metric	The number of inbound calls forwarded to external phone numbers via IVR.
Good quality inbound calls	Metric	The number of good quality inbound calls.
Bad quality inbound calls	Metric	The number of bad quality inbound calls.
% Inbound completion rate	Metric	The percentage of inbound calls that were completed successfully.
% Inbound quality rate	Metric	The percentage of the inbound calls that had a good quality from the total number of inbound calls on which the quality was measured.
Non-answered outbound calls	Metric	The number of outbound calls that end users didn’t answer.
Good quality outbound calls	Metric	The number of good quality outbound calls.
Bad quality outbound calls	Metric	The number of bad quality outbound calls.
% Outbound completion rate	Metric	The percentage of outbound calls that were completed successfully.
% Outbound quality rate	Metric	The percentage of outbound calls that had a good quality from the total number of outbound calls on which the quality was measured.
External legs	Metric	The number of call legs associated with external users.
Consultation legs	Metric	The number of call legs that were initiated by the agents for consulting with other agents of external users.
Unattended transfer legs	Metric	The number of call legs that were initiated by the agents for consulting with other agents of external users and were transferred to that person.
Conference legs	Metric	The number of call legs that were initiated by the agents for consulting with other agents of external users and resulted in a 3 person conference.
Good quality legs	Metric	The number of good quality call legs.
Bad quality legs	Metric	The number of bad quality call legs.
Good quality agent legs	Metric	The number of good quality agent call legs.
Bad quality agent legs	Metric	The number of bad quality agent call legs.
% Leg quality rate	Metric	The percentage of call legs that had a good quality from the total number of call legs on which the quality was measured.
% Agent leg quality rate	Metric	The percentage of agent call legs that had a good quality from the total number of agent call legs on which the quality was measured.
Recording interactions	Metric	The number of times agents turned on or off recording during the call.
Call recorded time (sec)	Metric	The call recording duration in seconds.
Call not recorded time (sec)	Metric	The time in seconds during which call wasn't recorded.
Call wrap-up time (sec)	Metric	The time in seconds that agent spent in the wrap-up stage after a call.
Call recorded time (min)	Metric	The call recording duration in minutes.
Call not recorded time (min)	Metric	The time in minutes during which call wasn't recorded.
Call wrap-up time (min)	Metric	The time in minutes that agent spent in the wrap-up stage after a call.
Call recorded time (hrs)	Metric	The call recording duration in hours.
Call not recorded time (hrs)	Metric	The time in hours during which call wasn't recorded.
Call wrap-up time (hrs)	Metric	The time in hours that agent spent in the wrap-up stage after a call.
Leg conference time (sec)	Metric	The time in seconds leg user spent in the 3 person conference.
Leg conference time (min)	Metric	The time in minutes leg user spent in the 3 person conference.
Leg conference time (hrs)	Metric	The time in hours leg user spent in the 3 person conference.

Table 2. Talk: Calls updated fields

Field	Field Type	Change type	Definition
Obsolete - Call completion status	Attribute	Attribute replacement	A new Call completion status attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call IVR destination group	Attribute	Attribute replacement	A new Call IVR destination attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Caller routed to voicemail	Attribute	Attribute replacement	A new Call type attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Leg type	Attribute	Attribute replacement	A new Leg type attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Leg completion status	Attribute	Attribute replacement	A new Leg completion status attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Leg consultation initiated by	Attribute	Attribute replacement	A new Leg consultation type attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Leg consultation provided by	Attribute	Attribute replacement	A new Leg consultation type attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Leg transferred from	Attribute	Attribute replacement	A new Leg consultation type attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Leg transferred to	Attribute	Attribute replacement	A new Leg consultation type attribute was introduced and the legacy one was moved to the 'Obsolete' folder.
Call with requested voicemail	Attribute	Title update	The attribute was renamed from Caller requested voicemail to Call with requested voicemail.
Obsolete - Call duration (sec)	Metric	Metric replacement	A new Call duration (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call talk time (sec)	Metric	Metric replacement	A new Call talk time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call wait time (sec)	Metric	Metric replacement	A new Call wait time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call answer time (sec)	Metric	Metric replacement	A new Call answer time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call IVR time (sec)	Metric	Metric replacement	A new Call IVR time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call consultation time (sec)	Metric	Metric replacement	A new Call consultation time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call on-hold time (sec)	Metric	Metric replacement	A new Call on-hold time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Obsolete - Call billed time (min)	Metric	Metric replacement	A new Call billed time (sec) metric was introduced and the legacy one was moved to the 'Obsolete' folder.
Voicemail calls	Metric	Title update	The metric was renamed from Voicemails to Voicemail calls.
Non-answered outbound calls	Metric	Title update	The metric was renamed from Failed outbound calls toNon-answered outbound calls.
Legs	Metric	Title update	The metric was renamed from Call legs answers to Legs.
Agent legs	Metric	Title update	The metric was renamed from Agent call legs to Agent legs
End-user legs	Metric	Title update	The metric was renamed from End-user call legs to End-user legs

You can get more information on the Talk metrics and attributes in the reference guide and pre-built dashboard in the dashboard overview.

Questions?

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