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A conversation list consists of a list header and one line for each record found matching the search criteria.  The system administrator can configure the default layout, and every user can personalize the list layout further: configure the fields (columns) to be displayed and their order (see the next section for more information).

The following table shows the available fields. Not all fields are filled in for all integrations. Check the description of the integration to see which fields are available.

CategoryFieldDescription
ParticipantsFromThe number of the caller party in the conversation
ToThe number of the called party in the conversation
From (Verba)The name of the Verba user associated with the calling party
To (Verba)The name of the Verba user associated with the called party
From InfoThe name of the caller party in the conversation
To InfoThe name of the called party in the conversation
UserThe recorded user associated with the conversation
User IDThe User/Agent/Trader ID obtained from the recorded platform
From DeviceThe Device ID of the calling party
To Device IDThe Device ID of the called party
Dialed NumberThe original dialed number
Recorded ExtensionThe recorded extension number associated with the conversation
Details













End Cause

The end cause of the conversation (e.g. normal, hold, transfer, etc.)

Direction

The direction of the conversation from the communication system point of view (e.g. internal, inbound, outbound, etc.)

Direction (User)The direction of the conversation from the recorded user point of view (inbound, outbound)
Start Date TimeStart date and time of the conversation
Start Date Time (GMT)Start date and time of the conversation in GMT/UTC timezone
End Date TimeEnd date and time of the conversation
End Date Time (GMT)End date and time of the conversation in GMT/UTC timezone
DurationThe length of the call in hhh:mm:ss format
Start TimeStart time of the conversation
End TimeEnd time of the conversation
Video ThumbnailThumbnail image from the beginning of the video recording
Conversation Type

The type of conversation. Available options:

  • Voice
  • Video
  • Instant Messaging
  • SMS
  • Desktop Screen
  • Screen & Application Share (Lync/SfB)
  • Whiteboard (Lync/SfB)
  • Poll / Q&A (Lync/SfB)
  • File Share (Lync/SfB)
Forward Reason

The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)

End of RetentionEnd date and time of the retention period based on the retention setting applied to the conversation
Delete after End of RetentionIt shows if the conversation will be automatically deleted after the retention period expires
Storage targetThe current storage location of the media file(s) associated with the conversation
Encryption CertificateThe certificate which was used to encrypt the conversation
Signature CertificateThe certificate which was used to sign the conversation
Labels, CasesThe labels and cases associated with the conversation
Analytics



Silence ratioThe ratio of silence in the conversation
Talkover ratioThe talkover ratio of the conversation
Longest SilenceThe length of the longest silence present in the conversation
Media LengthThe length of the media file related to the conversation in hhh:mm:ss format
Media Error

It shows the media processing errors during recording. The system can identify the following media errors:

  • No media
  • Length mismatch
  • RTP loss
  • RTP duplication
  • SRTP decryption error
  • Decoding error
  • Media mixing error
Voice QualityThe overall voice quality check score for the conversation
TechnicalRecording ServerThe hostname of the Recording Server which recorder the conversation
Audio CodecThe audio codec of the recorded stream
Archive StatusIt shows if the conversation record is archived in the database or not
File FormatThe file format of the media file
Video CodecThe video codec of the recorded stream
Platform Call IDThe unique identifier of the conversation received through the integration
From IPThe IP address associated with the calling party
To IPThe IP address associated with the called party
From Proxy IPThe IP address of the proxy server associated with the caller party
To Proxy IPThe IP address of the proxy server associated with the called party
Source PlatformIt shows which telephony / unified communications system the conversation was recorded on (Cisco,Sfb, Avaya, etc.)
Import SourceThe import source which imported the conversation
Conversation IDThe unique identifier of the conversation which was generated during recording/capture/import
Recording FailedIt indicates if the recording has failed and the metadata was imported during CDR reconciliation
Record Type

It indicates the type of the database record:

  • Standard
  • CDR-Only
  • Media-Only
2N SourceIn case of duplicate (2N) recording, records are marked as primary or secondary 
Metadata FieldsCustom Metadata FieldsCustom metadata fields configured in the system, the list of available fields might vary depending on the integration configured and the metadata templates added