Understanding how a conversation flows is essential for evaluating customer interactions and identifying opportunities for improvement. To provide deeper visibility into call engagement, Voice Conversations now expose Dead Air Time, Talk Time, and Dead Air Percentage as conversation variables.

These metrics help supervisors, analysts, and workflow designers understand how much of a call involved active conversation versus periods of silence. The information can be used for reporting, operational analysis, and workflow automation based on call behaviour.

The following conversation variables are available:

• Dead Air Time: The total duration during the call when neither participant is speaking.
• Talk Time: The total duration of active conversation during the call.
• Dead Air Percentage: The percentage of the overall call duration that consisted of dead air.

These metrics help organisations:

• Gain better visibility into call engagement and idle periods.

• Identify conversations with excessive silence that may require further review.

• Use dead air metrics in workflows and business processes.

• Improve operational efficiency by understanding agent and customer interaction patterns.

• Make informed decisions using conversation-level call activity data.

Working

The Dead Air Time, Talk Time, and Dead Air Percentage variables help measure the balance between active conversation and silence within a voice interaction. These metrics provide additional visibility into call engagement and can be used for reporting, analysis, and workflow automation.

Dead Air Time represents periods during a conversation when neither participant is speaking, helping identify silent gaps within a call.

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Talk Time represents the cumulative duration of active speech during a conversation. It reflects the total amount of time participants spend speaking throughout the call.

Dead Air Percentage indicates the proportion of the overall call duration that consists of silence. This metric helps users understand how much of a conversation was inactive compared to the time spent in active discussion.

The following metrics are available within the Voice Conversation details:

1. Dead Air Time:

   1. Dead Air Time captures periods of silence between transcript messages, as well as the silence that occurs after the customer is connected to the agent. Only silent durations longer than the defined Dead Air Threshold are included in this metric.

   2. At times, small natural pauses during a voice call accumulate and lead to a misleading Dead Air Time calculation. To address this, you can also define the minimum silence duration that should not be counted as Dead Air through Service Analytics Reporting. It helps you specify the minimum gap between two consecutive transcript messages that will be excluded from Dead-Air calculations. Only silences longer than the threshold will be used to compute Dead Air Time.

2. Talk Time: The total time that agent and customer were on the call in the particular work queue.

3. Dead Air Percentage: The percentage of the overall call duration that consisted of dead air.