Here's an overview of the talk/listen ratio found within Conversation Intelligence summaries.
User Level:
Admin
Talk vs. Listen Ratio
Our talk/listen ratio is part of our Conversation Intelligence suite. It provides valuable feedback to agents and managers alike about the give-and-take of customer interactions.
Creating awareness around agent versus customer talk time is crucial for businesses. A large research study conducted by Gong.io suggested that the majority of agents do not follow an ideal talking vs. listening ratio. While the ideal balance was averaged to be 43% agent talking, 57% agent listening, the study found the majority of agents analyzed had a talk:listen ratio closer to 70:30.
How is the ratio calculated?
Once a call has finished, it can begin being processed. First, the call will be transcribed, and AI will identify the segments that contain speech. Each speaking segment will be given a start and end time, and the agent and customer will be differentiated.
We can calculate the total talking time for each speaker by adding together the durations of all their speaking segments. For best accuracy, this process is done separately for the agent and the customer.
Total Talk Time Formula
Total Talk Time Formula
Total Talk Time {agent} = duration 1 + duration 2 +…duration {n}
Total Talk Time {customer} = duration 1 + duration 2 +…duration {n}
Listening time is derived individually for each user, by subtracting the user’s talking time from the total length of the recording.
Total Listen Time Formula
Total Listen Time Formula
Total Listening Time {agent} = Recording Length - Total Talk Time {agent}
Total Listening Time {customer} = Recording Length - Total Talk Time {customer}
Finally, we can derive a ratio of talking versus listening time for the agent or CloudTalk user on the call.
Where is Talk/Listen Ratio
From your Analytics dashboard, find a call within the call log table and select Call Details.
The Call Details page will have a call's talk/listen ratio along with the call summary, transcription, recording, extracted topics, and more. In addition to the percentages for talking and listening time, there is a curved bar with a representation of the talking time ratio filled in.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!