> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Talk/Listen Ratio

> Let AI help you monitor the balance between customer and agent interaction

<Note>
  Here's an overview of the talk/listen ratio found within Conversation Intelligence summaries.
</Note>

**User Level**: Admin

***

<Warning>
  **Want to try CloudTalk AI Analytics?**\
  If you’re a CloudTalk customer, you can start a **free 30-day trial** of AI Analytics [here](https://dashboard.cloudtalk.io/?action=subscribe-to-ci). You can cancel anytime, no commitment required.
</Warning>

<h2 id="h_a1ce2577fa">
  Talk vs. Listen Ratio
</h2>

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.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9214999/ac6af143f607-talk-listen-ratio-zoom.png?fit=max&auto=format&n=xe2f6HmqhdjOgyCe&q=85&s=204a86b8260f4d4e5a42292dbc08bd1b" alt="" width="400" data-path="images/help-center/articles/9214999/ac6af143f607-talk-listen-ratio-zoom.png" />
</Frame>

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`.

<h3 id="h_45bc00d331">
  How is the ratio calculated?
</h3>

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 \{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 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.

<h3 id="h_8571e90a97">
  Where is Talk/Listen Ratio
</h3>

From your Analytics dashboard, find a call within the call log table and select **Call Details**.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9214999/e418bb4c7ce3-select-for-call-details.png?fit=max&auto=format&n=xe2f6HmqhdjOgyCe&q=85&s=bade7507fa09eb9d7e52e21559ae4dbe" alt="" width="2175" height="370" data-path="images/help-center/articles/9214999/e418bb4c7ce3-select-for-call-details.png" />
</Frame>

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.

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Talk-listen ratio](/api-reference/conversation-intelligence/talk-listen-ratio.md)
- [AI Analytics Report](/en/articles/9358615-ai-analytics-report.md)
- [Triggers](/en/articles/5648924-triggers.md)


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