# Conversation Features Fields

## 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.

{% hint style="info" %}
These fields are available for conversation-based sources that include message timestamps and participant metadata.
{% endhint %}

## 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.

| Field                                                                    | Description                                                             |
| ------------------------------------------------------------------------ | ----------------------------------------------------------------------- |
| **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.

| Field                                                                  | Description                                                         |
| ---------------------------------------------------------------------- | ------------------------------------------------------------------- |
| **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.

| Field                                                                           | Description                                                          |
| ------------------------------------------------------------------------------- | -------------------------------------------------------------------- |
| **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.

| Field                                                            | Description                                                                                                                    |
| ---------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| **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.

| Field                                                     | Description                                                                          |
| --------------------------------------------------------- | ------------------------------------------------------------------------------------ |
| **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](/voice-of-customer/exploration-and-analysis/using-filters-in-birdie.md).


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