Hello Marwan,
I am going to try and explain how the interactions metrics are calculated and why you are seeing what you are seeing.
The interactions are broken down into several different categories that measure different aspects of the conversation.
Agent talk: This shows the percentage of time where only the agent is talking
Customer talk: This shows the percentage of time where only the customer is talking
Other: This category includes the time spent in one or more of the following states; Music/Noise, Hold, Secure pause
Silence: Shows periods where neither, agent or customer, are talking
Overtalk: Shows when both agent and customer speak at the same time.
In your specific case where agent talk and customer talk show zero despite the agent speaking, this could be happening because the system might be detecting background noise or music that causing the interaction to be categorized as "Other". Or the voice detection sensitivity might need to be adjusted as well.
I would recommend trying different headsets/mic to rule out equipment issues. But also try running multiple test calls to see if the behavior is consistent.
Hope this helps!
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 01-14-2026 07:38
From: Marwan Youssef
Subject: Understand Interaction Metrics
I am trying to understand the new percentage section of Interaction Metrics, such as "Other" and ACD Metrics, shown in the uploaded screenshot.
For example, I made a test call , which only the agent spoke. However, both Agent Talk and Customer Talk show zero, which does not reflect what actually happened. Only Other shows the largest percentage.
Any explaination how metrics are calculated?
#Reporting/Analytics
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Marwan Youssef
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