Dialogue details page

The Dialogue details page provides a comprehensive view of a specific dialogue, after you to zoomed in on the details of the conversation. The page includes several visual widgets that provide insights into the session times, such as the time spent in the IVR, waiting in the queue, or talking to an agent. In addition to these widgets, the page also displays each event that occurred during the conversation, allowing you to analyze the flow of the conversation and identify areas for improvement.

Which metrics are reported?

Widget	Description
IVR Time	A counter displays the IVR time in an hours:minutes:seconds format. This IVR time is the time that the Dialogue was in the IVR (i.e. the number of seconds between StartTimestamp and QueueEnterTimestamp).
Queue Time	A counter displays the queue time in an hours:minutes:seconds format. This queue time only includes the time spent waiting in the queue for accepted dialogues.
Talk Time	A counter displays the average talk time in an hours:minutes:seconds format. This talk time only includes the time spent talking to the initial agent.
Total Session Time	The total duration of the dialogue is the length of time (in an hours:minutes:seconds format) between the start and the end of the conversation.

Which events are shown in the Dialogue Details table

The table provides a description of the different events that can occur during a dialogue, along with a timestamp indicating when each event occurred.

• Started refers to the timestamp at which the dialogue began.

• CustomerJoined indicates when the customer was added to the dialogue.

• IvrJoined refers to the timestamp at which the dialogue entered the IVR.

• QueueJoined indicates when the dialogue was added to the queue.

• AgentInvited refers to the timestamp at which an agent was offered the dialogue.

• AgentJoined indicates when the agent accepted the dialogue and joined the conversation.

• AgentDisconnected refers to the timestamp at which the agent left the dialogue.

• CustomerRemoved indicates when the customer left the dialogue.

• Ended refers to the timestamp at which the dialogue ended.

By tracking these events and their associated timestamps, you can gain insights into the flow of the conversation and the performance of your dialogue system. This information can be used to identify areas for improvement and to optimize the customer experience.