Headset logs

The headset object contains Jabra headset analytics, device details, and per-Contact call-quality status captured by the Agent Experience Collector. Headset collection is optional, off by default, and supports a defined set of headset models — see Headset compatibility.

Schema

{
  "analytics": {
    "crossTalkTotal": "0.00",
    "crossTalkTotalPct": 0,
    "rxSpeechTotal": "0.00",
    "rxSpeechTotalPct": 0,
    "silenceTotal": "9.42",
    "silenceTotalPct": 100,
    "totalSeconds": "9.42",
    "txSpeechTotal": "0.00",
    "txSpeechTotalPct": 0
  },
  "deviceInfo": {
    "deviceConnection": "USB",
    "deviceName": "Jabra Evolve 75",
    "errStatus": 0,
    "firmwareVersion": "1.12.0",
    "serialNumber": "501AA5D6ABC9"
  },
  "status": {
    "audioExposure":   { "avg": 0, "max": 0, "min": 0 },
    "backgroundNoise": { "avg": 0, "max": 0, "min": 0 },
    "boomArm": {},
    "muteCount": 0,
    "volUpDownCount": 0
  }
}

Fields

Name	Type	Required	Description	Example
`analytics.crossTalkTotal`	string (seconds)	yes	Cross-talk time during the Contact.	`11.41`
`analytics.crossTalkTotalPct`	number	yes	Cross-talk time as a percentage of the Contact.	`11.99`
`analytics.rxSpeechTotal`	string (seconds)	yes	Receive audio time (customer speaking).	`5.78`
`analytics.rxSpeechTotalPct`	number	yes	Receive audio time as a percentage of the Contact.	`11.41`
`analytics.silenceTotal`	string (seconds)	yes	Silence time during the Contact.	`60.47`
`analytics.silenceTotalPct`	number	yes	Silence time as a percentage of the Contact.	`63.56`
`analytics.totalSeconds`	string (seconds)	yes	Total Contact duration as measured by the headset.	`95.14`
`analytics.txSpeechTotal`	string (seconds)	yes	Transmit audio time (agent speaking).	`17.48`
`analytics.txSpeechTotalPct`	number	yes	Transmit audio time as a percentage of the Contact.	`18.37`
`deviceInfo.deviceConnection`	string	yes	Jabra headset connection type. One of `USB`, `Bluetooth`, `DECT`.	`USB`
`deviceInfo.deviceName`	string	yes	Jabra headset model name.	`Jabra Evolve 75`
`deviceInfo.errStatus`	integer	yes	Jabra headset error status code. `0` means no error.	`0`
`deviceInfo.firmwareVersion`	string	yes	Jabra headset firmware version.	`1.12.0`
`deviceInfo.serialNumber`	string	yes	Jabra headset serial number.	`501AA5D6ABC9`
`status.audioExposure`	object	yes	Audio exposure in decibels — `min`, `max`, `avg` across the Contact.	`{ "avg": 65, "max": 71, "min": 60 }`
`status.backgroundNoise`	object	yes	Background noise in decibels — `min`, `max`, `avg` across the Contact.	`{ "avg": 41, "max": 55, "min": 28 }`
`status.boomArm`	object	no	Boom-arm position events. Empty when no incorrect-position events occurred.	`{}`
`status.muteCount`	integer	yes	Number of mute events during the Contact.	`3`
`status.volUpDownCount`	integer	yes	Number of volume adjustments during the Contact.	`14`

Notes

analytics.*Total fields are strings formatted as seconds with two decimal places (e.g. "11.41"); the corresponding *TotalPct fields are numbers.
status.boomArm is optional and is absent or empty ({}) when no incorrect boom-arm position events occurred during the Contact.
deviceInfo.errStatus of 0 means no error. Non-zero values reflect Jabra SDK error codes.
Headset data appears only when the Agent Experience Collector’s headset integration is enabled and the connected device is a supported Jabra model.

Amazon Connect

Genesys Cloud

NICE CXOne

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