The text analytics capabilities available for conversation datasets are fundamentally the same as for other dataset types, including automated sentiment analysis, topic detection, and Custom Labels.
However, conversation datasets also introduce several additional functions and calculated metrics tailored specifically for conversational data.
Reason of Contact
The Reason of Contact is defined as the first recognized Custom Label detected in customer messages within a conversation.
If no Custom Label is recognized, the first standard label is used instead.
This field serves as a special filterable category within the conversation dataset - it appears among available filters and is displayed on relevant charts and visualizations.
Starting Opinion Index (Starting OI)
The Starting OI represents the Opinion Index value of the first customer message in the conversation.
Closing Opinion Index (Closing OI)
The Closing OI represents the Opinion Index value of the last customer message in the conversation.
Customer Opinion Index (Customer OI)
The Customer OI (average) is calculated as the mean Opinion Index across all individual customer messages within a conversation.
Agent Opinion Index (Agent OI)
The Agent OI (average) is calculated as the mean Opinion Index across all individual agent messages within a conversation.
Conversation Length (System-Calculated Metadata)
Conversation Length is a system-generated metadata field derived from the timestamps marking the start and end of the conversation.