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Konversationsdetails

This group contains information about the basic details of the communication as well as information about the participants. It includes data such as date, start time, duration, participants and UserID/UserLogin. You are provided with an overview of the structured data contained in the communication recordings and allows you to take a detailed look at the calls and their participants.

List view - Conversation details
List view - Conversation details

Column

Description

Conversation Type

The deployed conversation type is displayed as icon, see Conversation Type. The following system information is displayed:

  • = Conversation Type
  • = Type Inbound
  • = Type Outbound
  • = Internal conversations
  • = Type Meeting
  • = Chat
  • = recording uploaded to the cloud externally

Header

Name of the meeting in Microsoft Teams; if no name is available labelled as Meeting. For conversations with 2 participants, the Microsoft Teams login name of the participants is displayed, see Metadata Tab.

Date

Date when the conversation took place. The date is displayed in the date format MM.DD.YYYY, see Metadata Tab.

Start Time

Start time of the conversation. The time is displayed in 12 hours for AM and PM, see Metadata Tab.

Duration

Duration of the conversation. The time format 00:00:00 used, which represents hours, minutes, and seconds, see Metadata Tab.

Participants

Number and user ID of the participants, see Metadata Tab.

User ID

Unambiguous ID of the user who started the conversation, see Metadata Tab.

User Login

User login of the user who started the conversation, see Metadata Tab.

Conversation ID

Unambiguous ID of the conversation, see Metadata Tab.

Media

Deployed media type as icon, see Tile view. The following system information is displayed:

  • = audio recording
  • = video recording
  • = screen recording
  • = chat recording

Transcript

Value indicating whether a transcript is available. The following system information is displayed:

  • 1 = Yes
  • 0 = no

Conversation details with errors and losses

This group contains information about the basic details of the communication as well as information about the participants. It includes data such as date, start time, duration, participants and UserID/UserLogin. You are provided with an overview of the structured data contained in the communication recordings and allows you to take a detailed look at the calls and their participants.

KPI

Additional columns

Description

Not Exported, see Audit reports.

Size/MB

Size of the conversations which have not been exported in megabyte.

Error: Not Exported

Losses and errors. The following system information is displayed:

  • empty = no error
  • Database error

Error description

Detailed description of the export error, if available. The following system information is displayed:

  • No transcript but user with transcript rule!
  • Audio stream not processed.
  • Total Loss with no metadata
  • Conversation awaiting transcript

Not Imported, see Audit reports.

Size/MB

Size of the conversations which have not been imported in megabyte.

Not Imported Error

Losses and errors. The following system information is displayed:

empty = no error

Error Description

Detailed description of the import error, if available. The following system information is displayed:

  • No transcript but user with transcript rule!
  • Audio stream not processed.
  • Total Loss with no metadata
  • Conversation awaiting transcript

Policy compared, see Analytics.

Hits

Number of how often the selected policy applies, see Tab Policy.

Category compared, see Analytics.

Hits

Number of how often the selected category applies, see Tab Category.

User and scenario details

This group provides information about the users and scenarios of the conversations. Among those are user IDs, user logins, scenario IDs and group memberships.

List view - User and scenario details
List view - User and scenario details

Columns List view

Description

Conversation Type

The deployed conversation type is displayed as icon, see Conversation Type. The following system information is displayed:

  • = Conversation Type
  • = Type Inbound
  • = Type Outbound
  • = Internal conversations
  • = Type Meeting
  • = Chat
  • = recording uploaded to the cloud externally

Loss Type

Overview of which section of the conversation has not been recorded. The following system information is displayed:

  • No = no error
  • TotalLoss
  • AudioLoss
  • NoTranscript
  • OtherUser
  • OnlySilence

Recorded

Value indicating whether the conversation has been recorded. The following system information is displayed:

  • Yes = Ja
  • No = No

Header

Name of the meeting in Microsoft Teams; if no name is available labelled as Meeting. For conversations with 2 participants, the Microsoft Teams login name of the participants is displayed, see Metadata Tab.

Date

Date when the conversation took place. The date is displayed in the date format MM.DD.YYYY, see Metadata Tab.

Start

Start time of the conversation. The time is displayed in 12 hours for AM and PM, see Metadata Tab.

Duration

Duration of the conversation. The time format 00:00:00 used, which represents hours, minutes, and seconds, see Metadata Tab.

Error

Description why the conversation has not been recorded.

Participants

Number of the participants, afterwards their user ID see Metadata Tab.

User ID

Unambiguous ID of the user who started the conversation, see Metadata Tab.

User Login

User login of the user who started the conversation, see Metadata Tab.

Conversation ID

Unambiguous ID of the conversation, see Metadata Tab.

BotApp ID

Bot cluster that has received the invitation to join this call.

Call ID

MS Teams ID of the bot call.

Scenario ID

MS Teams ID of the entire call scenario, see Metadata Tab.

Tenant ID

Unambiguous ID of the tenant, see Metadata Tab.

Audit Log

This group provides you with information about audit logs and log details that are used to monitor events and activities related to the communication recordings, see Audit events for creating an audit report.

List view - Audit log
List view - Audit log

Columns List view

Description

Date

Date then time when the audit log was requested. The time is displayed in 12 hours for AM and PM. The date is displayed in the date format MM.DD.YYYY, see Metadata Tab.

User Login

User login of the user who requested the audit log, see Metadata Tab.

Title

Identification of the audit event, see Audit events for creating an audit report.

Text

User login of all participants, the content of the audit log, and the start time and date. The date is displayed in the date format MM.DD.YYYY. The time is displayed in 12 hours for AM and PM, see Metadata Tab.

IdType

ID type of the purpose of the audit log. The following system information is displayed:

  • Conversation ID
  • User ID
  • GroupId
  • RuleId

DataID

Unambiguous ID of the conversation, see Metadata Tab.

Scenario ID

MS Teams ID of the entire call scenario, see Metadata Tab.

Group

Monitored data group, see Audit events for creating an audit report. The following system information is displayed:

  • Recording
  • User
  • Analysis
  • Policy
  • Rule

Type

Deployed widget type, see Widget and view options.

Key

Key to identify the audit log.

User ID

Unambiguous ID of the user who started the conversation, see Metadata Tab.

details

Details depending on the viewed parameter of the audit log.

Quality Management

Overview for monitoring and evaluating communication processes. It enables calls to be analyzed on the basis of predefined criteria or scorecards, i.e. assigned policies. It serves to ensure the quality of interactions and compliance with standards.

This group contains the same content as the group Conversation Details; however it contains further information. The additional information is listed below.

Listenansicht - Quality Management
Listenansicht - Quality Management

Column

Description

Scorecard

Unabiguous designation of the scorecard used.

Assessment

The evaluation result or the score achieved based on the predefined criteria in the scorecard is shown in the ratio format (achieved score / maximum score) These results reflect the performance of the agent or process.

Evaluation key

Application of the evaluation key defined in the scorecard. This includes the definition of evaluation standards, point ranges and color coding for a clear visualization of the results, see Add scorecard.