- 04 Jan 2024
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18.5. Insight Fields & Definitions
- Updated on 04 Jan 2024
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Field API Name | Label | Type | Description |
---|---|---|---|
nbavs__Account__c | Account | Account | Lookup to the account that was called. |
nbavs__Contact__c | Contact | Contact | Lookup to the contact that was called. |
nbavs__Lead__c | Lead | Lead | Lookup to the lead that was called. |
nbavs__Call_Reporting__c | Call Reporting | nbavs__CallReporting__c | Lookup to the Call Reporting record for this call. |
nbavs__Natterbox_Group__c | Natterbox Group | nbavs__Group__c | Lookup to the Group__c record that the primary user is a member of. |
nbavs__Natterbox_User__c | Natterbox User | nbavs__User__c | Lookup to User__c record for the primary user. |
nbavs__Other_Natterbox_User__c | Other Natterbox User | nbavs__User__c | Lookup to User__c record for the other user. |
nbavs__Opportunity__c | Opportunity | Opportunity | If the call channel is associated with a Customer, and an Opportunity has been found, then this will be linked to Opportunity record. |
nbavs__Answer_Time__c | Answer Time | datetime | The time that the call channel was answered. |
nbavs__End_Time__c | End Time | datetime | The time that the call channel ended (was hungup). |
nbavs__Start_Time__c | Start Time | datetime | The time that the call channel was actually initiated. |
nbavs__Category_Fired_By_Date__c | Category Fired By Date | datetime* | Rollup summary field to capture the most recent date of category linked with the Insight. |
nbavs__Closed_Notes_Date__c | Closed Notes Date | datetime* | Rollup summary field for number of closed notes per Insight record and display the latest closed note date/last modified date on the field. |
nbavs__Opened_Acknowledged_Notes_Date__c | Opened Acknowledged Notes Date | datetime* | Rollup summary field to capture the most recent date of opened and acknowledged note. |
nbavs__Opened_Notes_Date__c | Opened Notes Date | datetime* | Rollup summary field to capture most recent date of opened note. |
nbavs__Opened_Unacknowledged_Notes_Date__c | Opened Unacknowledged Notes Date | datetime* | Rollup summary field to capture most recent date of opened and unacknowledged note. |
nbavs__Channel_Duration__c | Channel Duration | double (18, 0) | The duration of the physical channel in seconds, from the point at which it is answered to the point at which it gets hung up. If the channel is not answered, then duration will be 0. |
nbavs__Conversation_Count__c | Conversation Count | double (18, 0) | For the given call, this represents how many conversations the specified From or To party had whilst the call was active. See the introduction section labelled Transfers for more information. |
nbavs__Device_Id__c | Device Id | double (18, 0) | The numeric Natterbox device ID associated with this call channel. If the call is OTT, then this will be blank. |
nbavs__Metric_Other_Average_Talk_Rate__c | Metric Other Average Talk Rate | double (18, 0) | The average rate of speech for the other party over the entire call, with times when the primary party is talking and significant pauses removed, expressed as word per minute (WPM) as an integer from zero to n. |
nbavs__Metric_Other_OverTalk_Incidents__c | Metric Other OverTalk Incidents | double (18, 0) | The number of times that the other party began talking while the primary party was already talking, expressed as an integer from zero to n. |
nbavs__Metric_Other_Vocabulary__c | Metric Other Vocabulary | double (18, 0) | Number of unique words spoken by the other party. |
nbavs__Metric_Primary_Average_Talk_Rate__c | Metric Primary Average Talk Rate | double (18, 0) | The average rate of speech for the primary party over the entire call, with times when the other party is talking and significant pauses removed, expressed as word per minute (WPM) as an integer from zero to n. |
nbavs__Metric_Primary_OverTalk_Incidents__c | Metric Primary OverTalk Incidents | double (18, 0) | The number of times that the primary party began talking while the other party was already talking, expressed as an integer from zero to n. |
nbavs__Metric_Primary_Vocabulary__c | Metric Primary Vocabulary | double (18, 0) | Number of unique words spoken by the primary party. |
nbavs__Metric_Silence_Incidents__c | Metric Silence Incidents | double (18, 0) | The number of times that neither party were talking, where the duration was >4 seconds, expressed as an integer from zero to n. |
nbavs__Acknowledged_Count__c | Acknowledged Count. No longer available | double (18, 0)* | No longer available. |
nbavs__Acknowledged_Notes_Count__c | Acknowledged Notes Count | double (18, 0)* | Number of acknowledged notes on the Insight |
nbavs__Closed_Notes_Count__c | Closed Notes Count | double (18, 0)* | Number of closed notes on the Insight |
nbavs__Notes_Count__c | Notes Count | double (18, 0)* | Number of notes on the Insight |
nbavs__Metric_Other_Average_Streak__c | Metric Other Average Streak | double (18, 3) | The average time for all streaks of the other party talking, expressed in seconds. A streak starts with the first word spoken by the party at the beginning of a call or the next word spoken after a pause of 3 seconds or more and ends with a pause of 3 seconds or more or the end of the call. |
nbavs__Metric_Other_Intra_Call_Change_Pitch__c | Metric Other Intra Call Change Pitch | double (18, 3) | A ratio for the intra call change in pitch of the other party where the ratio is calculated by taking the average pitch for the last third of the other party’s words divided by the average pitch of the first third of their words. |
nbavs__Metric_Other_Intra_Call_Change_Volume__c | Metric Other Intra Call Change Volume | double (18, 3) | A ratio for the intra call change in volume of the other party where the ratio is calculated by taking the average volume for the last third of their words divided by the average volume of the first third of their words. |
nbavs__Metric_Other_Longest_Streak__c | Metric Other Longest Streak | double (18, 3) | The total time for the longest streak of the other party talking, expressed in seconds. A streak starts with the first word spoken by the agent at the beginning of a call or the next word spoken after a pause of 3 seconds or more and ends with a pause of 3 seconds or more or the end of the call. |
nbavs__Metric_Other_Median_Streak__c | Metric Other Median Streak | double (18, 3) | The streak talking time value where half the other party talking streaks are below this value and half are above this value. |
nbavs__Metric_Other_OverTalk_Ratio__c | Metric Other OverTalk Ratio | double (18, 3) | The percentage of the call where both parties talked at the same time, and where the other party began talking first (e.g. the other party talked over the primary party) expressed as a number from 0 to 1 with .01 resolution. |
nbavs__Metric_Other_Relative_Volume_Energy__c | Metric Other Relative Volume Energy | double (18, 3) | The measure of how energetically the other party speaks. The metric is the average volume of the other party’s words divided by a fixed average volume of a good party. |
nbavs__Metric_Other_Talk_Rate_Ratio__c | Metric Other Talk Rate Ratio | double (18, 3) | A measure of the other party talk rate compared to the primary talk rate, expressed as ratio. |
nbavs__Metric_Other_Talk_Ratio__c | Metric Other Talk Ratio | double (18, 3) | The percentage of non-silence time that the other party was talking, expressed as a number from 0 to 1 with .01 resolution. |
nbavs__Metric_Other_VoiceDynamism_StdDev_Score__c | Metric Other VoiceDynamism StdDev Score | double (18, 3) | The measure of the standard deviation for all the other party’s words in a transcription. |
nbavs__Metric_Primary_Average_Streak__c | Metric Primary Average Streak | double (18, 3) | The average time for all streaks of the primary party talking, expressed in seconds. A streak starts with the first word spoken by the party at the beginning of a call or the next word spoken after a pause of 3 seconds or more and ends with a pause of 3 seconds or more or the end of the call. |
nbavs__Metric_Primary_Intra_Call_Change_Pitch__c | Metric Primary Intra Call Change Pitch | double (18, 3) | A ratio for the intra call change in pitch of the primary party where the ratio is calculated by taking the average pitch for the last third of the primary party’s words divided by the average pitch of the first third of their words. |
nbavs__Metric_Primary_Intra_Call_Change_Volume__c | Metric Primary Intra Call Change Volume | double (18, 3) | A ratio for the intra call change in volume of the primary party where the ratio is calculated by taking the average volume for the last third of their words divided by the average volume of the first third of their words. |
nbavs__Metric_Primary_Longest_Streak__c | Metric Primary Longest Streak | double (18, 3) | The total time for the longest streak of the primary party talking, expressed in seconds. A streak starts with the first word spoken by the agent at the beginning of a call or the next word spoken after a pause of 3 seconds or more and ends with a pause of 3 seconds or more or the end of the call. |
nbavs__Metric_Primary_Median_Streak__c | Metric Primary Median Streak | double (18, 3) | The streak talking time value where half the primary party talking streaks are below this value and half are above this value. |
nbavs__Metric_Primary_OverTalk_Ratio__c | Metric Primary OverTalk Ratio | double (18, 3) | The percentage of the call where both parties talked at the same time, and where the primary party began talking first (e.g. the primary party talked over the other party) expressed as a number from 0 to 1 with .01 resolution. |
nbavs__Metric_Primary_Relative_Volume_Energy__c | Metric Primary Relative Volume Energy | double (18, 3) | The measure of how energetically the primary party speaks. The metric is the average volume of the primary party’s words divided by a fixed average volume of a good party. |
nbavs__Metric_Primary_Talk_Rate_Ratio__c | Metric Primary Talk Rate Ratio | double (18, 3) | A measure of the primary party talk rate compared to the other talk rate, expressed as ratio. |
nbavs__Metric_Primary_Talk_Ratio__c | Metric Primary Talk Ratio | double (18, 3) | The percentage of non-silence time that the primary party was talking, expressed as a number from 0 to 1 with .01 resolution. |
nbavs__Metric_Primary_VoiceDynamism_StdDevScore__c | Metric Primary VoiceDynamism StdDevScore | double (18, 3) | The measure of the standard deviation for all the primary party’s words in a transcription. |
nbavs__Metric_Silence_Ratio__c | Metric Silence Ratio | double (18, 3) | The percentage of time where neither parties were talking. |
Id | Record ID | id (18), required | Salesforce unique ID |
nbavs__Call_Direction__c | Call Direction | picklist (255), restricted | The Call_Direction field exists for each conversation and specifies the direction of the call in the context of External (numbers not owned by the business) and Internal (numbers owned by the business). |
nbavs__Call_Type__c | Call Type | picklist (255), restricted | Indication on how the call was handled from the perspective of the From party, normally acting in the role of caller. Typically a call can either be connected to another party thus forming a Conversation, be connected to a service or not be connected to either, i.e. the call was not answered. |
nbavs__Caller_Type__c | Caller Type | picklist (255), restricted | Values can be Employee or Customer to define the respective Insight record. |
nbavs__Status_CallFlow_Download__c | Status CallFlow Download | picklist (255), restricted | When a callflow endpoint is invoked for Insight processing this field is used to update the processing status of the respective Insight record. |
nbavs__Status_TalkTime_Download__c | Status TalkTime Download | picklist (255), restricted | When a talktime endpoint is invoked for Insight processing this field is used to update the processing status of the respective insight record. |
nbavs__Status_Transcription_Download__c | Status Transcription Download | picklist (255), restricted | When a transcription is processed by the scheduled job, respective values are updated based on the processing result. |
nbavs__Related_UUID__c | Related UUID | string (100) | Holds the UUID of the other leg of the call. |
nbavs__UUID__c | UUID | string (100), external id, required, unique | The UUID of the call channel this Insight record is related to. |
nbavs__Insights_Player__c | Insights Player | string (1300), html* | URL link to Insight Player for this call. |
nbavs__Channel_Duration_Time__c | Channel Duration Time | string (1300)* | The duration of the physical channel in seconds, from the point at which it is answered to the point at which it gets hung up. If the channel is not answered, then duration will be 0. |
nbavs__Other_Account__c | Other Account | string (1300)* | If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that an Account can be matched for both the From and To numbers. Other_Account can support a link to an Account object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Account, and the other channel gets assigned to Other_Account. |
nbavs__Other_Contact__c | Other Contact | string (1300)* | If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that a Contact can be matched for both the From and To numbers. Other_Contact can support a link to a Contact object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Contact, and the other channel gets assigned to Other_Contact. |
nbavs__Other_Lead__c | Other Lead | string (1300)* | If both the From and To numbers are External numbers, e.g. a call has been received inbound and then relayed outbound again, or perhaps an agent has transferred an Inbound call to an external number, then it is possible that a Lead can be matched for both the From and To numbers. Other_Lead can support a link to a Lead object for the other party in the call. In the case where there are two external numbers involved in a call, then the channel associated with the number that has been around the longest gets assigned to Lead, and the other channel gets assigned to Other_Lead. |
nbavs__PlayerLinkValue_Search__c | PlayerLinkValue_Search | string (1300)* | Stores player link value in the format suitable to display in the Insight search UI. |
nbavs__Record_Url__c | Record Url | string (1300)* | Stores the URL of the Insight record in a format suitable to display in the Insight search UI. |
nbavs__Related_Group_Name__c | Related Group Name | string (1300)* | Related group name of Insight record/UUID. |
nbavs__Related_Group_Url__c | Related Group Url | string (1300)* | Related group’s record URL of Insight record/UUID. |
nbavs__Related_Name__c | Related Name | string (1300)* | Related name of the person involved in the call. |
nbavs__Related_Record_Id__c | Related Record Id | string (1300)* | Related record URL of the person involved in the call. |
nbavs__Insight_Player_Text__c | Insight Player Text | string (255) | Stores the player link value in the form of text to use with lightning navigation. |
nbavs__Keywords_Primary__c | Keywords Primary | string (255) | A text field into which the keywords for the Primary channel will be written, e.g. “Natterbox,Big”. |
nbavs__Other_Keywords__c | Other Keywords | string (255) | A text field into which the keywords for the Other channel will be written, e.g. “Natterbox,Big”. |
nbavs__Call_Category__c | Call Category | string (32) | Gets the relevant call category value from CRO for the respective UUID of the call. |
nbavs__Hangup_Cause__c | Hangup Cause | string (32) | Indicates the reason that the channel hung up. This is applied at a channel level, i.e. even if the caller/called party has been involved in multiple conversations by virtue of being transferred, this hangup cause is the same on all channels. |
nbavs__Number__c | Number | string (32) | The number that belongs to the device or calling/called party. When a channel is a caller channel, i.e. a call has been initiated from a phone towards the Natterbox system, then for inbound calls to the organisation from external callers, this is typically the caller's PSTN number. For calls made by users within the organisation who are using SIP based devices, this is their SIP device extension number. Where a channel is a called channel, i.e. a call has been initiated from the system to a phone, then this is always the number that is dialled. |
Name | Insights Name | string (80), auto number, required | A reference autonumber for the record. |
As seen in this table, Insight records have a lookup field to a Call Reporting record. This is the call that is being analysed.
Because of this, fields from the Call Reporting record can be used in an Insight report. Reports can be created with a report type of “Insights with Call Reporting” or “Call Reporting with Insights with Notes”:
or
Alternatively, a custom report type can be created and the Call Reporting fields can be added using the Add fields related via lookup function:
The Insight licence is included as part of the Natterbox Enterprise package ↑