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The app_data Object

Another top-level JSON object is app_data. Metadata in this object applies to the whole call, rather than to individual utterances.

Table 1. Data contained in the app_data Object

Data Value

Definition

agent_channel

The channel the agent is on

agent_clarity

How clear the agent channel/speech is

  • Range between 0 and 1

  • 1 is clearest.

agent_emotion

Overall agent emotional intelligence consists of both acoustic and linguistic information and can have the following values:

  • Positive

  • Improving

  • Negative

  • Worsening

agent_gender

Agent gender prediction

client_clarity

How clear the client channel/speech is

  • Range between 0 and 1

  • 1 is clearest

client_emotion

Overall client emotional intelligence consists of both acoustic and linguistic information and can have the following values:

  • Positive

  • Improving

  • Negative

  • Worsening

client_gender

Client gender prediction

datetime

Transcript date and time. Recorded in UTC

diarization

This value provided in 2 speaker, 1 channel calls.

  • Range between 0 and 1.

  • 1 is best speaker separation.

duration

Call duration

overall_emotion

Overall file emotional intelligence consists of both acoustic and linguistic information and can have the following values:

  • Positive

  • Improving

  • Negative

  • Worsening

overtalk

Percentage of call when the agent talks over or interrupts the client. Equal to the number of turns where the agent initiated overtalk divided by the total number of agent turns.

scorecard

Contains any application scores that have been calculated for the transcript

silence

Percentage of overall duration that is silence. Equal to all non-speech time, calculated as call duration minus the sum of the duration of each word. If music and noise is not decoded to word-events, they would be counted as silence.

tId

Transcript ID number

url

Location where the files can be viewed

words

Total number of words in a transcript