Conversation Object Fields

The series of Conversation Object fields are broken down into categories to represent the utility of the data based on use case and context. These underlying fields are what allow Revenue.io to provide a comprehensive suite of out-of-the-box reports and dashboards for a variety of use cases across your customer journey.

Basic Telephony Fields

• Call Connected? - A formula that returns a checkbox value and designates if a call is over 90 seconds in duration or contains a disposition that includes “connected.”
• Call Hour Of Day (Agent) - The local time of the agent who placed the call is based on their default phone number area code. Represented as a numeric 24-hour time value.
• Call Object Identifier - A unique identifier for an inbound or outbound call.
• Call Status - A picklist that indicates the status of the call as either Connected, Failed, Busy, No answer, or Missed.
• Direction - A picklist that indicates whether the call was inbound or outbound.
• Disposition - Customizable picklist of values to describe the outcome of a call. For example, “Busy,” “Contacted,” or “Appointment set.”
• Duration (Minutes) - The calculated duration of a call in minutes.
• Duration (Seconds) - The total duration of the call in seconds.
• Ended by Agent - A checkbox that designates if the agent hung up first on a call.
• From Number - Tracks the outbound number used by the agent from their array of smart numbers or a local presence number.
• Hour Of Day (Local) - Calculates the hour of the day for the caller based on their local time on the basis of area code and presented in military time by the hour of the call.
• Initiating Record ID - Tracks the Salesforce record that the call was started from based on a click-to-call event.
• Legacy Call Id - An reference ID used when migrating from a version of the Revenue Intelligence Package that predates the use of the conversation object (1.31 or prior)
• No Answer Number Used - A checkbox that indicates if the rep took the call on their No Answer Number. A No Answer number is a number a user can designate RingDNA to forward their missed calls to.
• Recording - A link to the call recording associated with the conversation.
• Recording Type - A picklist that designates the type of recording generated for the conversation. Options include Agent Only, Dual Channel, or Video.
• Recording URL - The raw URL where the call recording can be found – useful for sending to colleagues.
• Rating - Shows the call rating as indicated by the sales rep, ranging from 1-5 stars.
• Start Time - The timestamp of the beginning of the call.
• To Number - Tracks the number dialed by the agent for outbound calls, and the agent’s number dialed on inbound calls.
• Wrap up Time - The field is populated with the duration of time that an agent was in wrap up as indicated by the user’s busy presence status of “wrap-up”

Inbound Routing Fields

• Abandoned Call - A checkbox indicating if a call was abandoned. An abandoned call is a call that is hung up by the caller before it is answered.
• Call Flow - A lookup to a call flow record ID that represents a unique call flow experience by an inbound caller.
• Queue - The name of the call queue that the call was routed to.
• Queue Hold Time - The amount of time a call was on hold in the last call queue prior to reaching an agent or being abandoned.
• Total Queue Hold Time - The amount of time a call was on hold across all queues that the call was routed to. This represents the total time that a caller was on hold prior to an agent answering their call.
• Voicemail - A checkbox that designates if the call reached the agent’s voicemail on inbound calls.

Outbound Fields

• Automated Voicemail? - A checkbox that indicates if a voicemail drop was left during an outbound call.
• Automated Voicemail Link - A URL to the recording used in an automated voicemail drop.
• Automated Voicemail Used - The name of the voicemail drop used on the outbound call.
• Called Back? - A checkbox indicating if an agent called a number back after missing a call from it.
• Local Presence? A checkbox that indicates that an outbound call was made using Local Presence. Requires an account to have purchased Local Presence to populate.
• Local Presence Number - This shows the Local Presence number the RingDNA Dialer used to make the call. Requires an account to have purchased Local Presence to populate.

Coaching Fields

• Supervisor Notes - Text feedback from a supervisor listening to the live call or recording. A long text input box allows supervisors to provide feedback on the call to agents.

Meeting Fields

• Internal Meeting - A checkbox field set to true if all participants of a video meeting are a part of the same company and false of at least one unknown or external participant joins a video call.
• Meeting Status - Designates a status value of a meeting which can include meeting created, meeting deleted, meeting started, meeting ended, Recording Transcript completed.
• Meeting ID - The unique identifier of a meeting or recurring meeting.
• Meeting UUID - The ID associated with an individual meeting event.
• Meeting Type - The designation of a meeting as an instant meeting or a scheduled meeting.
• Participants - A list of participants who joined the meeting including their names and email addresses.
• Number of Participants - The total numeric value of non-host participants that joined a video meeting ranged from 0 to N participants.

Caller Experience Fields

• Hold Duration - A numeric field that tracks the number of seconds a caller was placed on hold by an agent during a call.
• Number of Holds - The unique number of times an agent placed a caller on hold during a call.

Conversation AI Fields

Each of the fields below is populated if a conversation is recorded and analyzed by Conversation AI. To learn more about Conversation AI metrics please reference the intro to conversation metrics guide.

Generative Content

• Coaching Summary - A summarized recap of the conversation including talking points, follow up actions, and next steps discussed.
• Coaching Feedback - Coaching feedback provides an out-of-the box overview of areas of improvement and suggestions for the host of a conversation based on sales best practices provided by Revenue.io. These can be used by Sales Managers to review and provide consistent feedback to their teams.
• Follow-Up Email - This field persists a quick reference to the generative email follow-up generated for a conversation.

Agent Statistics

• Agent Average Streak - The average length of time an agent was speaking at any given moment in a conversation in seconds.
• Agent Backchannel Moments - The unique number of moments during a conversation where the agent was actively listening to the caller.
• Agent Backchannel Ratio - The percentage of time in a conversation that the agent was engaged in active listening to the caller. This is defined as a quick few words to show a participant is listening such as “uh huh” or “yeah I get that”; specifically fewer than 5 words and less than 2 full seconds of total talk time.
• Agent Interruptions - The total number of moments in a conversation where the agent interrupted the caller. An interruption is defined as when a conversation participant starts to speak while another call participant is actively talking, to the point that the other participant stops talking and the new speaker talks for more than 2 seconds.
• Agent Interruption Ratio - The percentage of time during the conversation that the agent interrupted the caller.
• Agent Longest Streak - The longest uninterrupted talk streak within a conversation by an agent in seconds.
• Agent Median Streak - The talk streak that represents the 50th percentile for an agent within a conversation.
• Agent Sentiment - A calculation of an Agent’s sentiment based on a sentiment score computed by Revenue.io and returned in its raw data form. Data ranges from -1 (negative) to 1 (positive).(Percent).
• Agent Sentiment - A calculation of an Agent’s sentiment based on a sentiment score computed by Revenue.io presented in a range of very positive, positive, neutral, negative, and very negative.
• Agent Sentiment Change - A calculation of an Agent’s sentiment as it changes from the beginning of a conversation to the end of the conversation based on a sentiment score computed by Revenue.io and returned in its raw data form. Data ranges from -1 (negative improvement) to 1 (positive improvement).
• Agent Sentiment Change - A calculation of an Agent’s sentiment as it changes from the beginning of a conversation to the end of the conversation based on a sentiment score computed by Revenue.io. Presented as text options of “Greatly Decreased”, “Slight Decrease”, “Minimal Change”, “Slight Improvement”, and “Greatly Improved”.
• Agent Speech Rate - A calculation of an Agent’s rate of speech based on an agent’s word-per-minute rate as computed by Revenue.io.
• Agent Talk Rate - The speed at which an agent spoke in a conversation is represented as words per minute presented as a numeric value.
• Agent Talk Ratio - The percentage of time within a conversation that an agent was actively speaking.
• Agent Vocabulary - The unique number of words used per minute by an agent as a representation of the complexity of their speech.

Caller Statistics

• Caller Average Streak - The average length of time a caller was speaking at any given moment in a conversation in seconds.
• Caller Backchannel Moments - The unique number of moments during a conversation where the caller was actively listening to the agent.
• Caller Backchannel Ratio - The percentage of time in a conversation that the caller was engaged in active listening to the agent.
• Caller Interruptions - The total number of moments in a conversation where the caller interrupted the agent.
• Caller Interruption Ratio - The percentage of time during the conversation that the caller interrupted the agent.
• Caller Longest Streak - The longest uninterrupted talk streak within a conversation by a caller in seconds.
• Caller Median Streak - The caller median talk streak represents the 50th percentile uninterrupted talk streak for a caller within a conversation.
• Caller Sentiment - A calculation of a caller’s sentiment based on a sentiment score computed by Revenue.io and returned in its raw data form. Data ranges from -1 (negative) to 1 (positive).
• Caller Sentiment - A calculation of a Caller’s sentiment based on a sentiment score computed by Revenue.io presented in a range of “very positive”, “positive”, “neutral”, “negative”, and “very negative”.
• Caller Sentiment Change - A calculation of a Caller’s sentiment as it changes from the beginning of a conversation to the end of the conversation based on a sentiment score computed by Revenue.io and returned in its raw data form. Data ranges from -1 (negative improvement) to 1 (positive improvement).
• Caller Sentiment Change - A calculation of a Caller’s sentiment as it changes from the beginning of a conversation to the end of the conversation based on a sentiment score computed by Revenue.io. Presented as text options of “Greatly Decreased”, “Slight Decrease”, “Minimal Change”, “Slight Improvement”, and “Greatly Improved”.
• Caller Speech Rate - A calculation of a Caller’s rate of speech based on a caller’s word-per-minute rate as computed by Revenue.io.
• Caller Talk Ratio - The percentage of time within a conversation that the caller was actively speaking.
• Caller Talk Rate - The speed at which a caller spoke in a conversation is represented as words per minute.
• Caller Vocabulary - The unique words used per minute by a caller is a representation of the complexity of their speech.

Summary Call Statistics

• Backchannel Moments - The unique number of moments during a conversation where the agent or caller was actively listening to each other.
• Backchannel Ratio - The percentage of time during the call when active listening was present on a call.
• Conversation Balance - A calculation of a conversation and who was the dominant speaker within the conversation.
• Conversation Silence - A calculation of the total silence in a conversation as calculated by the silent moments and overall conversation silence ratio by revenue.io presented as a percentage of the conversation.
• Interruptions - The total number of moments in a conversation where the agent or the caller interrupted the other.
• Interruption Ratio - The percentage of time during the call when either the caller or agent was interrupting the other party.
• Longest Monologue Speaker - Designates if the agent or the caller contributed the longest uninterrupted talk streak within the conversation.
• Keywords - The top custom keywords that were mentioned in a conversation.
• Keywords (Competitors) - The top competitor keywords mentioned in a conversation by any conversation participant.
• Keywords (Discovery) - The top discovery keywords mentioned in a conversation by any conversation participant.
• Keywords (Pricing) - The top pricing keywords mentioned in a conversation by any conversation participant.
• Keywords (Value Drivers) - The top value driver keywords mentioned in a conversation by any conversation participant.
• Sentiment - The combined sentiment of an agent and a caller on a range from -1 (most negative) to 1 (most positive).
• Sentiment - The combined sentiment of an agent and a caller presented in a range of “very positive”, “positive”, “neutral”, “negative”, and “very negative”.
• Sentiment Change - A calculation of the overall conversation’s sentiment as it changes from the beginning of a conversation to the end of the conversation based on a sentiment score computed by Revenue.io and returned in its raw data form. Data ranges from -1 (Negative Improvement) to 1 (positive improvement).
• Sentiment Change - The combined sentiment change of an agent and a caller. Presented as text options of “Greatly Decreased”, “Slight Decrease”, “Minimal Change”, “Slight Improvement”, and “Greatly Improved”.
• Silence Ratio - The percentage of a conversation where no participants were speaking for more than 3 seconds.
• Questions - The total number of questions asked in the conversation by any participant in the conversation.

Guided Selling Fields

• Participant ID - A text reference to the Guided Selling identifier of a lead or contact in a sequence.