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  • 1.  Acoustic metrics

    Posted 3 days ago

    Does anyone know why the acoustic metrics such as Customer talk %, Agent talk % , Silence %, IVR % show different values in the content search view versus conversation detail view for the same conversation? I understand content search view is at the transcript level and there could be more than one transcript per conversation but these metrics are displayed at the conversation level even in the content search view and do not see separate values for each transcript.  I have also noticed the values at the content search view exceed 100% for some conversations.

    There must be some calculation Genesys is doing in the background to convert the values shown in content search view to what shows up in the conversation detail view. The values shown in the conversation detail view makes sense and appears correct but those are not available in conversation detail API to export so we are relying on the transcript search API which mirrors what shows up in Content search view and have the discrepancy mentioned above. This is not happening for every conversation but a good percentage of calls have this problem.

    I have contacted genesys support, but they were not able to provide an explanation and solution to this problem.


    #Reporting/Analytics

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    Philip Varghese
    Lead Programmer Analyst
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  • 2.  RE: Acoustic metrics

    Posted 2 days ago

    Hi Philip,

    I believe the values can go over 100% as as more than once can happen at once. So its working out % of the call that the metric is happening, but for example overtalk would be both Agent Talk and Customer Talk.

    With regards to the values being different between the views, I have been unable to find any interactions that mismatched in my test org, so I would certainly follow that up with Genesys Product Support.  They should be able to check the API calls and why they would be different.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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