Conversation Analyzer (CA) fields

Type	Group/Name		Description
Filter-only fields
	Duration unit		This filter-only field defines the duration unit — milliseconds, seconds, minutes, hours, days — for duration measures. By default, this is milliseconds. Adding Duration target as a dashboard filter allows you to dynamically change the target duration dimension.
Dimensions
	Call time breakdown
		Cross talk	The duration of the conversation in which the agent and customer were talking simultaneously.
		Agent	The duration of the conversation in which only the agent was talking.
		Customer	The duration of the conversation in which only the customer was talking.
		Silence	The duration of the conversation in which the agent and client were both silent.
	Category		The name of the category matched during the conversation.
	First Agent ID		The unique identifier of the first agent in conversation. The agent's ID is defined in the Vonage Contact Center (VCC) admin portal during agent creation.
	Interaction - start date
		15 min	The date and time at which the interaction started, rounded down to the nearest 15-minute period. In YYYY-MM-DD hh:mm format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:15.
		Date	The date on which the interaction started. In YYYY-MM-DD format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31.
		Month	The month in which the interaction started. In YYYY-MM format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07.
		Quarter	The quarter of the year in which the interaction started. In YYYY-Qx format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2022-Q3
		Time	The exact date and time at which the interaction started to the nearest second. In YYYY-MM-DD hh:mm:ss format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-31 19:36:45.
		Week	The Monday of the week in which the interaction started. In YYYY-MM-DD format. For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it. For example, 2021-07-26.
	Interaction ID		The unique identifier for the interaction.
	Language		The language in which the conversation was carried out.
	Profile		Profile name.
	Recording time		The total duration of the recorded conversation. The sum of the agent, customer, cross talk, and silence durations.
	Subcategory		The name of the subcategory matched during the conversation.
	Subcategory matches		The number of times the subcategory was matched during the conversation.
Measures
	Agent talk time (%)		The amount of time that an agent was talking as a percentage of the total duration of the conversation.
	Agent talk time (duration)
		Average	Average time the agent spent talking during the conversation. Default unit is milliseconds.
		Maximum	Maximum time the agent spent talking during the conversation. Default unit is milliseconds.
		Minimum	Minimum time the agent spent talking during the conversation. Default unit is milliseconds.
		Total	Total time the agent spent talking during the conversation. Default unit is milliseconds.
	Agent talk time (hh:mm:ss)
		Average	Average time the agent spent talking during the conversation. In hh:mm:ss format.
		Maximum	Maximum time the agent spent talking during the conversation. In hh:mm:ss format.
		Minimum	Minimum time the agent spent talking during the conversation. In hh:mm:ss format.
		Total	Total time the agent spent talking during the conversation. In hh:mm:ss format.
	Categories found (count)		The number of categories matched during the conversation.
	Cross talk time (%)		The amount of time that the agent and client were talking simultaneously as a percentage of the total duration of the conversation.
	Cross talk time (duration)
		Average	Average time when the agent and customer were talking simultaneously. Default unit is milliseconds.
		Maximum	Maximum time when the agent and customer were talking simultaneously. Default unit is milliseconds.
		Minimum	Minimum time when the agent and customer were talking simultaneously. Default unit is milliseconds.
		Total	Total time when the agent and customer were talking simultaneously. Default unit is milliseconds.
	Cross talk time (hh:mm:ss)
		Average	Average time when the agent and customer were talking simultaneously. In hh:mm:ss format.
		Maximum	Maximum time when the agent and customer were talking simultaneously. In hh:mm:ss format.
		Minimum	Minimum time when the agent and customer were talking simultaneously. In hh:mm:ss format.
		Total	Total time when the agent and customer were both simultaneously. In hh:mm:ss format.
	Customer talk time (%)		The amount of time that the customer was talking as a percentage of the total duration of the conversation.
	Customer talk time (duration)
		Average	Average time the customer spent talking during conversation. Default unit is milliseconds.
		Maximum	Maximum time the customer spent talking during conversation. Default unit is milliseconds.
		Minimum	Minimum time the customer spent talking during conversation. Default unit is milliseconds.
		Total	Total time the customer spent talking during conversation. Default unit is milliseconds.
	Customer talk time (hh:mm:ss)
		Average	Average time when agent and customer were both talking simultaneously. In hh:mm:ss format.
		Maximum	Maximum time when agent and customer were both talking simultaneously. In hh:mm:ss format.
		Minimum	Minimum time when agent and customer were both talking simultaneously. In hh:mm:ss format.
		Total	Total time when agent and customer were both talking simultaneously. In hh:mm:ss format.
	Silence time (%)		Part of a conversation when the agent and client were both silent as a percentage of the total time of conversation.
	Silence time (duration)
		Average	Average time when the agent and client were both silent during conversation. Default unit is milliseconds.
		Maximum	Maximum time when the agent and client were both silent during conversation. Default unit is milliseconds.
		Minimum	Minimum time when the agent and client were both silent during conversation. Default unit is milliseconds.
		Total	Total time when the agent and client were both silent during conversation. Default unit is milliseconds.
	Silence time (hh:mm:ss)
		Average	Average time when the agent and client were both silent. In hh:mm:ss format.
		Maximum	Maximum time when the agent and client were both silent. In hh:mm:ss format.
		Minimum	Minimum time when the agent and client were both silent. In hh:mm:ss format.
		Total	Total time when the agent and client were both silent. In hh:mm:ss format.
	Subcategories found (count)		Total number of subcategories matched during the conversation.