Introduction

The "2. Silence Percentage by Agent" report from the "Voice Analysis" group allows you to consult the percentage of silence detected per agent within the Speech and Text Analytics service. This report helps identify how much silence is present in the conversations associated with each agent within the queried date range.

It is a useful report for reviewing operational behaviors in the analyzed conversations and detecting cases where silence may be higher than expected.

Report Information

Below are the details of the report fields and what each one means:

• AGENT_ID: Extension number of the agent within the wolkvox system. It can also display the value chat_bot, which identifies conversations associated with automated bot assistance rather than a human agent.
• AGENT_NAME: Name of the agent. When the AGENT_ID value is chat_bot, this field may appear empty.
• AGENT_DNI: Official identification number of the agent. When the AGENT_ID value is chat_bot, this field may appear empty.
• SILENCE: Percentage of silence detected for that agent within the analyzed conversations.
  • This field is displayed as a percentage value, for example:
    • 0.00%: No silence was detected for that record.
    • 2.85%, 9.42%, 30.13%, etc.: Percentage of silence detected for the agent in the queried period.