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How is Average Over-Talk calculated ?
8x8 Support

How is Average Over-Talk calculated ?

Applies To

  • Speech Analytics 
  • Quality Management

Answer

Overtalk is computed by our code. For each phrase, we are observing the start and stop timestamps, as provided by our transcription provider, add the total of the overlaps and compute a percentage of the overlapping from the whole call duration

The formula is: total overlaps * 100 / call duration