Conversation Features Fields
Filter conversations using enriched timing, volume, and participant fields extracted from tickets.
Overview
Conversation Features Fields are enrichment fields extracted from conversation tickets.
Birdie calculates them from the messages inside each conversation.
These fields help you filter conversations by:
response speed
message volume
handoff behavior
participant activity
conversation duration
Use them when you want to analyze operational behavior, not just customer sentiment or text content.
These fields are available for conversation-based sources that include message timestamps and participant metadata.
How these fields work
Birdie groups these fields by participant type:
Agent = human support agent
Bot = automated assistant
Agent Or Bot = the full business side of the conversation
Customer = the end user
Conversation = the conversation as a whole
Most field names also follow a pattern:
Duration Seconds = elapsed time in seconds
Messages Count = number of messages
Turns Count = number of exchanges
First Posted At / Last Posted At = first or last message timestamp
Response Delay = wait time between one side sending a message and the other replying
Common use cases
You can use these fields to answer questions like:
Which tickets had a slow first agent response?
Which chats were handled mostly by bots?
Which conversations required multiple agent handoffs?
Which tickets had long total duration but few customer messages?
Which chats ended with a bot versus a human agent?
Field reference
Agent fields
These fields describe human agent activity in the conversation.
Conversation Features Agent Conversation Duration Seconds
Total duration a human agent was active in the session.
Conversation Features Agent Distinct Ids Count
Number of unique human agents who messaged in this chat.
Conversation Features Agent First Posted At
Timestamp of the first message from a human agent.
Conversation Features Agent First Response Delay To Bot Seconds
Time elapsed between the last Bot message and the first Agent response.
Conversation Features Agent First Response Delay To Customer Seconds
Wait time between the customer's message and the agent's first reply.
Conversation Features Agent Last Posted At
Timestamp of the final message sent by a human agent.
Conversation Features Agent Messages Count
Total number of messages sent by human agents.
Conversation Features Agent Response Delay To Customer Avg Seconds
Average wait time for all human agent replies to the customer.
Conversation Features Agent Response Delay To Customer Max Seconds
The longest wait time a customer experienced for a human agent reply.
Conversation Features Agent Response Delay To Customer P50 Seconds
Median response time for human agents.
Conversation Features Agent Response Delay To Customer P90 Seconds
90th percentile response time for human agents.
Conversation Features Agent Response Delay To Customer Sum Seconds
The total combined wait time for all agent responses in the chat.
Conversation Features Agent Turns Count
Total exchanges between customer and the human agent.
Bot fields
These fields describe bot activity in the conversation.
Conversation Features Bot Conversation Duration Seconds
Total duration the automated bot was active in the session.
Conversation Features Bot First Posted At
Timestamp of the first message sent by the bot.
Conversation Features Bot First Response Delay To Customer Seconds
Wait time between the customer's message and the bot's first reply.
Conversation Features Bot Last Posted At
Timestamp of the final message sent by the bot.
Conversation Features Bot Messages Count
Total number of messages sent by the bot.
Conversation Features Bot Response Delay To Customer Avg Seconds
Average speed of the bot's responses.
Conversation Features Bot Response Delay To Customer Max Seconds
The slowest response time recorded for the bot.
Conversation Features Bot Response Delay To Customer P50 Seconds
Median response time for the bot.
Conversation Features Bot Response Delay To Customer P90 Seconds
90th percentile response time for the bot.
Conversation Features Bot Response Delay To Customer Sum Seconds
The total combined wait time for all bot responses in the chat.
Conversation Features Bot Turns Count
Total exchanges between customer and the bot.
Agent or Bot fields
These fields describe the full business side of the conversation, combining human and automated replies.
Conversation Features Agent Or Bot Conversation Duration Seconds
Combined duration of activity from either the human or the bot.
Conversation Features Agent Or Bot First Posted At
Timestamp of the first message sent by the business side.
Conversation Features Agent Or Bot First Response Delay To Customer Seconds
First response time regardless of whether a human or bot replied.
Conversation Features Agent Or Bot Last Posted At
Timestamp of the final message from the business side.
Conversation Features Agent Or Bot Messages Count
Total messages sent by both agents and bots.
Conversation Features Agent Or Bot Response Delay To Customer Avg Seconds
Combined average response time for the entire business side.
Conversation Features Agent Or Bot Response Delay To Customer Max Seconds
The longest wait time for any business response.
Conversation Features Agent Or Bot Response Delay To Customer P50 Seconds
Combined median response time.
Conversation Features Agent Or Bot Response Delay To Customer P90 Seconds
Combined 90th percentile response time.
Conversation Features Agent Or Bot Response Delay To Customer Sum Seconds
The total combined wait time for all business responses in the chat.
Conversation Features Agent Or Bot Turns Count
Total exchanges between customer and the business side.
Customer fields
These fields describe customer activity in the conversation.
Conversation Features Customer Conversation Duration Seconds
Difference in seconds between the customer’s first and last message.
Conversation Features Customer First Posted At
Timestamp of the customer's first message.
Conversation Features Customer Last Posted At
Timestamp of the customer's last message.
Conversation Features Customer Messages Count
Total count of messages sent by the customer.
Conversation Features Customer Turns Count
Total number of turns initiated by the customer. A turn happens when another author type replies after the customer's message.
Conversation-level fields
These fields describe the conversation as a whole.
Conversation Features Conversation Duration Seconds
Difference in seconds between the first message and the last message.
Conversation Features First Posted At
Timestamp of the first message sent in the conversation.
Conversation Features Last Posted At
Timestamp of the last message sent in the conversation.
Conversation Features Messages Count
Grand total of all messages from all participants.
Conversation Features Last Agent Or Bot Author Type
Categorizes the final respondent as Agent or Bot.
Conversation Features Last Agent Or Bot Id
ID of the specific agent or bot who sent the last message.
Conversation Features Last Agent Or Bot Supervisor Id
ID of the supervisor linked to the agent who ended the chat. Used in Agent QA flows.
Tips for filtering
When building filters with these fields:
use duration and delay fields for SLA-like analysis
use messages count and turns count for complexity analysis
use first posted and last posted fields for time-based slicing
use last agent or bot fields to analyze who closed the interaction
For the main filter guide, see Using filters in Birdie.
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