A conversation turn is a single, continuous segment of speech by one participant (agent or customer) that ends when the other participant starts speaking. In voice analytics, turns are counted and timed to describe the structure of the dialogue.
Turn patterns matter operationally because they indicate balance and control in a call. Too many short turns can signal frequent interruptions, confusion, or poor turn-taking, while very long turns can signal lecturing, weak discovery, or a customer struggling to explain an issue.
Tracking turns alongside talk time, silence, and overlap helps leaders pinpoint where conversations break down and which behaviors to coach. It also supports QA by making it easier to compare interaction styles across agents, queues, and call types.
