Conversation fields
- Kiss, Mate
Owned by Kiss, Mate
May 24, 2022
3 min read
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A conversation list consists of a list header and one line for each record found matching the search criteria. The system administrator can configure the default layout, and every user can personalize the list layout further: configure the fields (columns) to be displayed and their order (see the next section for more information).
The following table shows the available fields. Not all fields are filled in for all integrations. Check the description of the integration to see which fields are available.
| Category | Field | Description |
|---|---|---|
| Participants | From | The number of the caller party in the conversation |
| To | The number of the called party in the conversation | |
| From (Verba) | The name of the Verba user associated with the calling party | |
| To (Verba) | The name of the Verba user associated with the called party | |
| From Info | The name of the caller party in the conversation | |
| To Info | The name of the called party in the conversation | |
| User | The recorded user associated with the conversation | |
| User ID | The User/Agent/Trader ID obtained from the recorded platform | |
| From Device | The Device ID of the calling party | |
| To Device ID | The Device ID of the called party | |
| Dialed Number | The original dialed number | |
| Recorded Extension | The recorded extension number associated with the conversation | |
| Details | End Cause | The end cause of the conversation (e.g. normal, hold, transfer, etc.) |
| Direction | The direction of the conversation from the communication system point of view (e.g. internal, inbound, outbound, etc.) | |
| Direction (User) | The direction of the conversation from the recorded user point of view (inbound, outbound) | |
| Start Date Time | Start date and time of the conversation | |
| Start Date Time (GMT) | Start date and time of the conversation in GMT/UTC timezone | |
| End Date Time | End date and time of the conversation | |
| End Date Time (GMT) | End date and time of the conversation in GMT/UTC timezone | |
| Duration | The length of the call in hhh:mm:ss format | |
| Start Time | Start time of the conversation | |
| End Time | End time of the conversation | |
| Video Thumbnail | Thumbnail image from the beginning of the video recording | |
| Conversation Type | The type of conversation. Available options:
| |
| Forward Reason | The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | |
| End of Retention | End date and time of the retention period based on the retention setting applied to the conversation | |
| Delete after End of Retention | It shows if the conversation will be automatically deleted after the retention period expires | |
| Storage target | The current storage location of the media file(s) associated with the conversation | |
| Encryption Certificate | The certificate which was used to encrypt the conversation | |
| Signature Certificate | The certificate which was used to sign the conversation | |
| Labels, Cases | The labels and cases associated with the conversation | |
| Analytics | Silence ratio | The ratio of silence in the conversation |
| Talkover ratio | The talkover ratio of the conversation | |
| Longest Silence | The length of the longest silence present in the conversation | |
| Media Length | The length of the media file related to the conversation in hhh:mm:ss format | |
| Media Error | It shows the media processing errors during recording. The system can identify the following media errors:
| |
| Voice Quality | The overall voice quality check score for the conversation | |
| Technical | Recording Server | The hostname of the Recording Server which recorder the conversation |
| Audio Codec | The audio codec of the recorded stream | |
| Archive Status | It shows if the conversation record is archived in the database or not | |
| File Format | The file format of the media file | |
| Video Codec | The video codec of the recorded stream | |
| Platform Call ID | The unique identifier of the conversation received through the integration | |
| From IP | The IP address associated with the calling party | |
| To IP | The IP address associated with the called party | |
| From Proxy IP | The IP address of the proxy server associated with the caller party | |
| To Proxy IP | The IP address of the proxy server associated with the called party | |
| Source Platform | It shows which telephony / unified communications system the conversation was recorded on (Cisco,Sfb, Avaya, etc.) | |
| Import Source | The import source which imported the conversation | |
| Conversation ID | The unique identifier of the conversation which was generated during recording/capture/import | |
| Recording Failed | It indicates if the recording has failed and the metadata was imported during CDR reconciliation | |
| Record Type | It indicates the type of the database record:
| |
| 2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | |
| Metadata Fields | Custom Metadata Fields | Custom metadata fields configured in the system, the list of available fields might vary depending on the integration configured and the metadata templates added |