18.5. Insight Fields & Definitions

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.

This field is only ever populated in the event of an internal call between agents.

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.