Post Call Analytics
Post call analytics are provided after the call is ended with various metrics calculated on the basis of agent-customer interaction during the call.
The post call analytics will be triggered only after the user has ended the transaction. In order to get the call quality metrics user has to update the members as well.
Talk to Listen ratio
The talk to listen ratio of each speaker is given for each channel id along with the average speech speed
| Field | Description |
|---|---|
| The channel id assigned to the speaker |
| The talk to listen ratio of the speaker |
| The pace of the speaker in words per minute |
Longest Monologue
The longest utterance of the each speaker is detected for each channel
| Field | Description |
|---|---|
| The channel id assigned to the speaker |
| The duration of the longest utterance in seconds |
| The pace of the speaker in words per minute |
Filler words
The list of filler words detected for each channel
| Field | Description |
|---|---|
| The channel id assigned to the speaker |
| The total number of filler words detected |
| The list of filler words detected |
Time stamped data
Time stamp analytical data from each model for each utterance in the call
| Field | Description |
|---|---|
| The channel id assigned to the speaker |
| The sentence uttered by the speaker |
| The sentiment detected for the utterance |
| The emotion detected for the utterance |
| The tone detected for the utterance |
| The custom statement tags detected if any |
| The preset statement tags detected |
| The sqc elements detected for the utterance |
Statement tag data
The prior statement tag is ranked among customStatementTag and PresetStatementTag
| Field | Description |
|---|---|
| The channel id assigned to the speaker |
| The sentence uttered by the speaker |
| The statement tag detected for the utterance |
Call Quality Metrics
Additional metrics that asses the agent interaction with the customer
| Field | Description |
|---|---|
| The score given to the agent channel for the quality of conversation |
| The score given to the agent for empathizing the customer's concern |
| The overall sentiment of the call |
| The overall sentiment of the customer through out the call |
| The score given the entire call |
| The score given on the basis complaints raised by the customer |
| The score calculated based on the number of times the customer uttered a negative sentiment |
| The score given on the basis of customer satisfaction in the call |
Curl command request to check post call analytics status
check the analytics status if it generated
curl https://streams.marsview.ai/rb/v1/pcu/analytics/get_analytics_status/<TXN_ID> \
-H 'authorization: Bearer <ATUHTOKEN>' \
-H 'cache-control: no-cache'Response format for the request
//fetch analytics data when status is in "processed" state.
//The other states are "uploaded" and "error"
{'data': {'status': 'processed'}, 'status': True}Curl command request to fetch post call analytics data
curl https://streams.marsview.ai/rb/v1/pcu/analytics/get_analytics/<TXN_ID> \
-H 'authorization: Bearer <ATUHTOKEN>' \
-H 'cache-control: no-cache'Sample Post Call Analytics JSON
{
"talkListenRatio": {
"channel-1rpkwkalrqu-1638167452084": {
"talkToListenRatio": 0.722821896878472,
"averageSpeechSpeed": 115.67999992645262
},
"channel-1rpkwkalrqv-1638167452085": {
"talkToListenRatio": 0.2771781031215281,
"averageSpeechSpeed": 139.36022257750497
}
},
"longestMonologue": {
"channel-1rpkwkalrqu-1638167452084": {
"longestMonologueLength": "yeah sometimes 4 a,m, T B Tire in the torch amp match anything sales-related will still feel I don't know how to fix this thing Lighting in Tekkit all the sinks in Paris and it's Hillary Clinton",
"longestMonologueSentence": 39.09999990463257
},
"channel-1rpkwkalrqv-1638167452085": {
"longestMonologueLength": "yes yes so I spoke to an awful thing is we have to get this working so that we have to show for customers that, This is what I do, So once we put this tomorrow or we will have time for optimizing UB North server and how to handle a scream sound like",
"longestMonologueSentence": 16.799999952316284
}
},
"fillerWords": {
"channel-1rpkwkalrqu-1638167452084": {
"NumFillerWords": 77,
"fillerWords": [
"so",
"very",
"start",
"just",
"maybe",
"especially",
"actually",
"whatever",
"right",
"okay",
"usually",
"stuff",
"whenever",
"like",
"OK",
"things",
"completely"
]
},
"channel-1rpkwkalrqv-1638167452085": {
"NumFillerWords": 22,
"fillerWords": [
"so",
"start",
"real",
"okay",
"much",
"right",
"So",
"like",
"quite"
]
}
},
"timeBasedData": [
{
"sentence": "this is a token",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "this is the transaction ID",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "and",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "this is the",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "China lady",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "okay I'm getting there",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "it just said",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "okay",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "okay so you're going to take mine is going I guess previous one right I gave you the wrong Channel 8 I give you my",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "neutral",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "guess what this is correct for August",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "CONFUSION",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "action-directive",
"sqc": "question"
},
{
"sentence": "did it start I'm just saying",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "yes-no-question",
"sqc": "question"
},
{
"sentence": "okay",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "okay do you have the list of things that a statement I could go to Sulphur okay okay thank you for calling mods",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "GRATITUDE",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "yes-no-question",
"sqc": "question"
},
{
"sentence": "yeah that's going to be",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "so I'm not sure what sort of everything when he uses but it's like this only something like that like that he has",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "yeah you can sign",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "Jose was one sentence that we get out before sentiment,",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "so did you get dog food",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "yes-no-question",
"sqc": "question"
},
{
"sentence": "yeah yeah yeah I go, What statement text",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "question"
},
{
"sentence": "Russian mathematics",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "tell me a sister today",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "action-directive",
"sqc": "command"
},
{
"sentence": "how may I assist you today",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-ask-other-issues",
"presetStatementTag": "wh-question",
"sqc": "question"
},
{
"sentence": "okay I'll get for that day,",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-closing",
"presetStatementTag": "action-directive",
"sqc": "statement"
},
{
"sentence": "oh yeah I like that triggers e-statement ax",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "APPROVAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "how do you say I'm getting data to my end",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "calm",
"customStatementTag": "other",
"presetStatementTag": "wh-question",
"sqc": "question"
},
{
"sentence": "similarity match for the sentences model",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "do I have to guess I have to unload,",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "yes-no-question",
"sqc": "question"
},
{
"sentence": "don't walk now perfectly no problem by",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Negative",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-opinion",
"sqc": "command"
},
{
"sentence": "you can assist me with patience",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-ask-other-issues",
"presetStatementTag": "other",
"sqc": "statement"
},
{
"sentence": "thank you so much for your patience okay for me, Yeah I got",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Mostly Positive",
"emotion": "GRATITUDE",
"tone": "happy",
"customStatementTag": "compliance-ask-other-issues",
"presetStatementTag": "other",
"sqc": "command"
},
{
"sentence": "yeah",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "yeah okay if you got some time stuff like that like the agent Stahl create refused he was like that it'll trigger similar to The Forum protest",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Mostly Positive",
"emotion": "neutral",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "yeah",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "okay",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "oh",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "oh",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "golf cart room two more minutes so that I did not have custom text",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "I hope you're fine thing so yeah like I don't know how to add custom this statement a great-looking action Quizlet",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Mostly Positive",
"emotion": "OPTIMISM",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "but it's fine so I need to give a like this statement times like this I guess he can he'll be able to select",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "Limonite and disconnect I'm just keeping on saying stuff so that he'll get better",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "sometimes it had this happens when it's fighting inviting a something wrong with the bike lift usually happens when I'm okay I guess that should be",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "yeah it happens okay doing think you have all this at the bread you can act actually again",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Mostly Positive",
"emotion": "APPROVAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-opinion",
"sqc": "statement"
},
{
"sentence": "still going to the same stream that's fine",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Mostly Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "I mean that is also something we should test it should ideally work",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Mostly Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-opinion",
"sqc": "statement"
},
{
"sentence": "hello there I am driving again",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "other",
"sqc": "statement"
},
{
"sentence": "yes my conversation has started from 389th to 2nd so I hope it is working correctly",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "OPTIMISM",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "yes yes yes",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "so the time will be like absolute from when the transaction is shaded red when transaction Associates we will start the timer whatever hours you say Tom Brady and then whatever time he speaks will be like the absolute time that it was his message came minus the absolute transactions",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "so it'll be somewhat accurate but again",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Very Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-opinion",
"sqc": "statement"
},
{
"sentence": "calculations in all day in the billing thing all those things will be correct",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "OPTIMISM",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "yes yes now that is what I have looked all day for this channel ATM transaction ID so has connected device rate",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "calm",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "call",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-quality-check",
"presetStatementTag": "other",
"sqc": "command"
},
{
"sentence": "yeah",
"speaker": "channel-1rpkwkalrqv-1638167452085",
"sentiment": "Neutral",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "compliance-greet",
"presetStatementTag": "accept",
"sqc": "statement"
},
{
"sentence": "yeah sometimes 4 a,m, T B Tire in the torch amp match anything sales-related will still feel I don't know how to fix this thing Lighting in Tekkit all the sinks in Paris and it's Hillary Clinton",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Neutral",
"emotion": "SURPRISE",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "statement-non-opinion",
"sqc": "statement"
},
{
"sentence": "haha",
"speaker": "channel-1rpkwkalrqu-1638167452084",
"sentiment": "Mostly Positive",
"emotion": "NEUTRAL",
"tone": "happy",
"customStatementTag": "other",
"presetStatementTag": "signal-non-understanding",
"sqc": "statement"
}
],
"statementTagData": [
{
"sentence": "this is a token",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "this is the transaction ID",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "and",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "this is the",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "China lady",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "okay I'm getting there",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "it just said",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "okay",
"statementTag": "compliance-greet",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "okay so you're going to take mine is going I guess previous one right I gave you the wrong Channel 8 I give you my",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "guess what this is correct for August",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "did it start I'm just saying",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "okay",
"statementTag": "compliance-greet",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
"sentence": "okay do you have the list of things that a statement I could go to Sulphur okay okay thank you for calling mods",
"statementTag": "other",
"speaker": "channel-1rpkwkalrqu-1638167452084"
},
{
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