Data source: Interaction User Silence Segments (Edify App)

Edify App > Analytics > Data source: Interaction User Silence Segments (Edify App)

The Interaction User Silence Segments data source is a collection of tables you can use to build interaction user silence segment reports in Edify App.

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Overview

The Interaction User Silence Segments data source is one of several data sources available for creating reports in Edify App. To learn more about data sources in general, please see: Overview: Data sources for reports (Edify App).

When there is a period of silence on an interaction where neither the user nor the customer are speaking, it’s recorded as an interaction user silence segment.

With the Interaction User Silence Segments data course, you can create reports that show you periods of silence on interactions.

You can use this data source to retrieve information like:

  • What interaction had the period of silence?

  • When did the period start? When did it end?

  • How long was the call silent?

Use case

The most commonly created report with this data source is an interaction user silence segment report.

Interaction user silence segment reports are how you view all of the individual user silence segments across all or a subset of your interaction.

This is useful information when you want to coach your employees on how they handle periods of silence on an interaction.

Tables

Contains all of the general information of an interaction.

This information includes the type of interaction, when it was created, when it was completed, who handles it, and several other data points.

Click to view table documentation

Contains information related to the individual “segments” of user silence on an interaction.

This information includes when the silence began and ended, and how long it lasted.

Click to view table documentation

Contains general information for users on your organization’s Edify Account.

This information includes users’ name, title, and work contact information.

Click to view table documentation