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Contexta Analyzer
Contexta Analyzer analyzes transcriptions of (business) phone calls and adds additional (meta) fields to the transcript that give more insights about the conversation. Meta data fields can be performance benchmarks for agents or give more insights about the content of the conversation.
Clients with a Contexta Analyzer subscription can access the transcription and scores via the /transcripts/:transcriptId endpoint.
The meta data can be placed on three different levels in the transcription:
- Meta data about the full conversation
- Meta data for every speaker
- Meta data for every segment
Fields containing information about the full conversation.
This field contains the most important keywords or phrases from the conversation, using a Contexta NLP model.
- type: array
example: { [ "compare energy online", "last year", "variable costs", "get a new energy contract", "what's the price" ] }
Total duration of the conversation in seconds.
- type: float
- example: 65.55
Total duration of silences in this file in seconds.
- type: float
- example: 34.32
Silence is defined as a period of no speech lasting for 5 seconds or longer.
The share of silences in the audio file. This is the total silence duration divided by the total audio duration and is. A high silence ratio can be an indicator for problems.
- type: float
- example: 0.18
Total number of words.
- type: integer
The average number of words per second.
- type: float
- example: 3.27
The number of speakers in the conversation.
The overall (aggregated) sentiment in the conversation, using a Contexta NLP model. If missing, no sentiment was detected on the conversation level.
- type: string
- possible values: [“negative”, "positive"]
This field is only present if an overall sentiment on conversation level is detected.
The total number of seconds in which speech is detected by both speakers. Only works for dual channel files.
- type: float
The number of positive segments in this conversation.
- type: integer
This field is only present if there is at least 1 positive segment.
The number of negative segments in this conversation.
- type: integer
This field is only present if there is at least 1 negative segment.
These are speaker based performance metrics. These can be found in the SpeakerList section of the transcription for each individual speaker.
This field contains the most important keywords or phrases from the conversation, using a Contexta NLP model.
- type: array
example: { [ "compare energy online", "last year", "variable costs", "get a new energy contract", "what's the price" ] }
Total duration in seconds.
- type: float
- example: 22.95
Total number of words spoken by this speaker.
- type: integer
- example: 77
The talking speed of this speaker, measured in average number of words per second.
- type: float
- example: 3.35
The part of the conversation in which this speaker is talking.
- type: float
- example: 0.46
The overall (aggregated) sentiment in the conversation, using a Contexta NLP model.
- type: string
- possible values: [“negative”, "positive"]
The number of positive segments in this conversation.
- type: integer
This field is only present if there is at least 1 positive segment.
The number of negative segments in this conversation.
- type: integer
This field is only present if there is at least 1 negative segment.
These are meta data that apply to a specific segment. These can be found in the SegmentList section of the transcription.
A boolean setting that indicates whether the segment is a question, using a Contexta NLP model.
- type: string
- possible values: [“True” , “False”]
Indicates what the sentiment of this segment was, using a Contexta NLP model.
- type: integer
- possible values: [-1, 0, 1]
The values correspond to negative, neutral and positive sentiments.