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Overtalk metrics visible for transferred queue where transcription was disabled – how should this be explained?

  • 1.  Overtalk metrics visible for transferred queue where transcription was disabled – how should this be explained?

    Posted 3 hours ago

    Hi Community,

    I'm looking for confirmation and guidance on how to explain the behaviour of acoustic metrics (specifically Overtalk) in a transferred interaction.

    Scenario:

    • A customer interaction starts in Queue A, where speech transcription is enabled.
    • The call is then transferred to Queue B, where speech transcription is disabled.
    • The transcript only exists for the portion handled in Queue A, as expected.
    • However, on the Interaction Details view, the interaction shows Overtalk metrics against the interaction, and visually references both queues.

    This causes confusion for users, who assume that:

    • The overtalk shown applies to Queue B as well, even though Queue B was not transcribed and has no transcript.

    My questions:

    1. Are Overtalk (and other acoustic analysis metrics) calculated only for the segments of the interaction that were transcribed, regardless of how many queues the interaction spans?
    2. Is the queue visualisation in Interaction Details intended as an interaction flow view rather than an indication of where acoustic metrics were calculated?
    3. Is there any official guidance or documentation that clearly explains this behaviour, so we can align user expectations?

    Ultimately, I want to make sure we explain this accurately to business users and avoid incorrect assumptions about non-transcribed queues.

    Your assistance would be greatly appreciated.


    #WEM-Quality,WFM,Gamification,etc

    ------------------------------
    Melinda van den Heever
    NA
    ------------------------------


  • 2.  RE: Overtalk metrics visible for transferred queue where transcription was disabled – how should this be explained?

    Posted 2 hours ago
    Edited by Phaneendra Avatapalli 2 hours ago

    Hi Melinda,

    From what I could find, acoustic metrics like Overtalk are tied to transcription, and Genesys notes that acoustic information is only available when an interaction is transcribed:

    https://help.mypurecloud.com/articles/view-an-interactions-details-tab/

    So although Overtalk is shown at the interaction level, it should only be assumed to come from the transcribed portion of the interaction, even if multiple queues are displayed.

    The queue view in Interaction Details appears to represent the overall interaction journey, not necessarily where acoustic metrics were calculated.

    There is also a related community discussion explaining that acoustic metrics are calculated as percentages across the interaction timeline (e.g. overtalk overlapping agent/customer talk), which supports the interaction-level view rather than per-queue calculation:


    https://community.genesys.com/discussion/acoustic-metrics

    Hope someone from community might add more to this.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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