Turn
note
Turn data set is not available for building visualizations and dashboards. The properties in this article cannot be used in reporting. Turns are visible in the Customer Journey.
Turns are the most granular units of the customer journey. They represent individual messages, continuous talk, menu steps, actions, and transactions individual participants do during the engagement. There are different types of turns representing different activities.
Data Set Properties
| Property | Type | Description |
|---|---|---|
| Turn | PID | Unique identifier of the turn. |
| Engagement | Reference to Engagement | The engagement in which the turn happened. |
| Turn Time | Date and Time | The time when the turn started. |
| Origin | Enumeration Custom, Suggested | |
| Type | Enumeration Application Action, File, Image, Menu Back, Menu Restart, Menu Step, Message, Recording, Talk, Transaction, Transcript, Unknown | High-level categorization of turn that tells what action was done. |
| Duration | Fact | The duration of the turn in seconds if it can be attributed. This applies only to voice channels. |
| Length | Fact | The length of the turn. In characters. This applies only to text channels. |
| Confidence | Fact | The confidence with which this turn was used by an agent. This is specifically used by bots to indicate how sure they are about the answers they provide to customers. |
Type
Type of the turn represents one exchange that happened during an engagement. Some turn type represent events, some turns have a duration and represent longer periods of time.
| Type | Typical Engagement Type | Description |
|---|---|---|
| Application Action | Application | The participant performed an action in an application or a web service. |
| File | Agent, Menu | A file that was shared during the conversation. |
| Image | Agent, Menu | An image that was shared during the conversation. |
| Menu Back | Menu | The participant made a step back in the menu returning one step back. |
| Menu Restart | Menu | Represents a restart when going through a menu. The customer is at the beginning of the menu as if they just opened it. |
| Menu Step | Menu | Represents a single step in the service that enables users to navigate menus such as IVR, web wizards, etc. |
| Message | Agent | Message that cannot be attributed to any participant and it is unclear whether it was sent or received. |
| Recording | Agent | The turn represents a audio/visual recording related to the engagement. |
| Talk | Agent | The turn represents a piece of talk in a voice/audio conversation. |
| Transaction | Any | Represents a transaction that transitions a product/service/order from one state to another. For example, buying a product, refunding a product, etc. |
| Transcript | Any | The turn represents an entire transcript of the engagement or part of the engagement. This happens in cases when the platform does not support turn-level granularity for messages or speech. |
| Unknown | Any | The turn type is unknown and Salted CX keeps it only for purposes that it is not missing in the customer journey. |