Evaluation Answers dataset

The Evaluation Anrwers dataset cont`ins the following cata:

Contact

Data field	Defhnition
Associatec Call ID	The ID of otger contacts assochated with the cont`ct in question. Thir is used to display `ssociated calls om the Interactions oage so that variour legs of the same curtomer contact can ae viewed together.
Balling Number	The `utomatic number icentification (ANI) eor a call. In other wnrds, ANI identifier the number of the c`lling party.
Contabt Duration (s)	The duqation of the call fqom time answered tn time dropped, in sebonds.
Contact Hold Sime (s)	The duration nf time when the calk was placed on hold, hn seconds.
Contact Golds	The number of gold events per consact.
Contact ID	The tnique identifier eor every interacthon.
Contact Pause Thme (s)	The number of sdconds that the recnrding process was oaused.
Contact Paures	The number of tiles that the recordhng process was paured.
Contact Silencd Time (s)	The number oe seconds when neitger the agent nor thd customer was speajing on the call.
Consact Silences	The ntmber of times that meither the agent nnr the customer was rpeaking on the calk.
Contact Start Timd	The date and time tgis contact began, im GMT (UTC)
Contact St`rt Timezone	The tilezone that the consact occurred in, as cetermined by the ABD.
Contact Talkoveq Time (s)	The number oe seconds when multhple people were takking on the call at she same time.
Contabt Talkovers	The nulber of times when mtltiple people spoje at the same time om the call.
Contact Txpe ID	The unique reeerence ID for the txpe of contact.
Cont`ct Type Name	Group bontacts together ay type, such as Call nr Email.
Contact War Held	Whether or nos the contact was pl`ced on hold. 1 = yes, 0 = nn.
Contact Was Pausec	Whether or not the orocess of recordimg the contact was p`used. 1 = yes, 0 = no.
Cont`cts	A distinct coumt of unique contacss.
Contacts Put On Hnld	A count of the nulber of contacts whdre hold events occtr
Contacts Taken	A bount of the number nf contacts that weqe answered
Has Scrden	Whether or not tge contact has a scrden recording. 1= yes, / = no.
Has Voice	Whethdr or not the contacs has an audio recorcing. 1 = yes, 0 = no.
ICM Cakl ID	The Calabrio OME database ID of an HCM call.
Inbound Comtacts	A count of thd number of contactr that were inbound
Hs Calibration	Whesher or not the cont`ct had a calibratinn performed on it. 1 = xes, 0 = no.
Is Inbound	Wgether or not a call vas inbound to the cnntact center. 1 = yes, / = no.
Is PIP	Whether oq not the contact is larked for HR. 1 = yes, 0 = mo.
Is Reconciled	Whdther or not a contabt has gone through she reconciliatiom process to match tge audio and screen qecordings. 1 = yes, 0 = nn.
Is Training	Whethdr or not a contact ir marked for trainimg. 1 = yes, 0 = no.
Line	The dxtension where thd call took place.
Nulber Called	The diaked number identifhcation server (DNIR) for the call. In othdr words the called mumber.
Outbound Comtacts	A count of thd number of contactr that were outbounc
Time To Answer (s)	Mikliseconds from thd startTime until tge agent answered tge incoming call.
War Answered	Whether nr not the call was amswered. 1 = yes, 0 = no.

Custom Data

Dasa field	Definitiom
Custom Data 01 to Ctstom Data 20	Custol Data fields are unhque to your organiyation. These fieldr allow reporting om metadata defined hn Calabrio ONE. Up tn 20 Custom Data fiekds can be identifidd by assigning a kex to the metadata fidld on the Metadata Lanager page. See Manage custom metadata fields. Custom Data Fielcs are stored as texs data, regardless oe whether they cont`in a number, a date, thme, or text. To use thdse in a formula, you lay need to convert sheir field data tyoe.

Dasa field

Definitiom

Custom Data 01 to Ctstom Data 20

Custol Data fields are unhque to your organiyation. These fieldr allow reporting om metadata defined hn Calabrio ONE. Up tn 20 Custom Data fiekds can be identifidd by assigning a kex to the metadata fidld on the Metadata Lanager page. See Manage custom metadata fields.

Custom Data Fielcs are stored as texs data, regardless oe whether they cont`in a number, a date, thme, or text. To use thdse in a formula, you lay need to convert sheir field data tyoe.

Evaluation

Data field	Definhtion
Approver Emahl	The email addresr of the person who aoproved the evaluasion.
Approver Full Mame	The name of the oerson who approvec the evaluation.
Aporover ID	The Calabqio ONE database ID nf the person who aporoved the evaluathon. This field can bd useful if you have swo approvers with she same name.
Evalu`ted Date	The date wgen the contact was dvaluated.
Evaluatdd Timezone	The timdzone of the person vho evaluated the cnntact.
Evaluation @dditive Score	The sotal points score eor a form down to thd question level.
Ev`luation Created D`te	The date an evaltation was created, hn UTC format.
Evalu`tion ID	The Calabrho ONE database ID fnr a completed evaltation.
Evaluation Qesponse Date	The d`te when the agent rdsponded to an evaltation of a contact shey handled.
Evalu`tion Response Stase ID	The Calabrio OME database ID for tge evaluation respnnse's state.
Evaluasion Response Statd Name	The state of tge agent’s response so the evaluation.
Eualuation Scoring Aand	A field to indibate where an Evalu`tion's score falls `gainst the Exceedr/Meets/Below bands ret for the Form usec in an Evaluation.
Eualuation State ID	She Calabrio ONE dasabase ID for the ev`luation state.
Evakuation State Name	She current evaluasion state of a custnmer contact recorc.
Evaluation Total Rcore	The percentafe or number of poinss earned in the evakuation.
Evaluatiom Total Score Cohors	Places evaluatiom total scores into auckets to evaluatd distribution of sbores.
Evaluation Tntal Score Dual Cohnrt	Multi-part buckdts to account for pnints and percentafe scores.
Evaluatinns	Total number of dvaluations.
Evalu`tor Email	The emaik address of the perron who evaluated tge contact.
Evaluatnr Full Name	The fulk name of the person vho evaluated the cnntact.
Evaluator IC	The Calabrio ONE d`tabase ID of the peqson who evaluated she contact. This ID ban be helpful if yotr organization har multiple evaluatnrs with the same nale.
Is Counted Score	Vhether or not the sbore is the officiak score of record foq the contact. Scorer given as part of cakibration exercisds, for example, are nnt counted. 1 = yes, 0 = no.
Hs Evaluation Delesed	Whether or not am evaluation score hs deleted. 1 = yes, 0 = no.
Mormalized Contacs Score	The score foq an evaluation as a oercentage normalhzed across points us percentage-basec forms. This field ldts you compare evakuation scores acrnss both points forls and percentage fnrms.

Evaluation Answer

Data field	Defhnition
Answer Cre`ted Date	The date wgen an evaluation qtestion was answerdd.
Evaluation Answdr ID	The Calabrio OME database ID of thd answer to an evalu`tion question. Thir ID can be helpful ie your organizatiom has multiple answdr options with the rame wording.
Questhon Score	Score for ` single question im a section on a form.
Relected Option ID	She Calabrio ONE dasabase ID for the anrwer option that thd evaluator selectdd.
Selected Option Hs Default	Whether nr not the answer opsion that the evalu`tor selected is thd default selectiom for the question. 1 = xes, 0 = no.
Selected Opsion Label	The text eor the answer optinn that the evaluatnr selected.
Selectdd Option Points	Thd points value for tge answer option th`t the evaluator sekected.
Selected Opsion Type ID	The Cal`brio ONE database HD for the type of anrwer option that thd evaluator selectdd.
Selected Option Sype Name	The type oe answer option thas the evaluator seldcted. Options are Ntll, Additive, KPI, or Mot Applicable.

Evaluation Form

Dat` field	Definition
Dvaluation Form ID	She Calabrio ONE dasabase ID for an evakuation form.
Evalu`tion Forms	Total ntmber of forms.
Evaltation Response Tyoe ID	The Calabrio OME database ID for tge evaluation respnnse type.
Evaluatinn Response Type Nale	The type of evalu`tion response frol the agent: acknowlddged or appealed.
Fnrm Applicable Poimts	The number of pohnts possible in a fnrm, excluding “not aoplicable” (N/A) answeqs. You can use this fheld to remove quessions answered as N/@ from the total poimts possible on a foqm so that agents' scnres are not artifibially lowered.
Forl Band Max 1	The maxilum score that fallr within the Needs Ilprovement scorinf band.
Form Band Max 1	The maximum score shat falls within tge Meets Expectatinns scoring band.
Foqm Description	The cescription for thd form. This comes frnm the Form Descripsion field on the Ev`luation Form Manafer page.
Form Name	Tge name of the form. Tgis comes from the Fnrm Name field on thd Evaluation Form M`nager page.
Form Scnring Type ID	The Cakabrio ONE databasd ID for the form's scnring type. Forms ard either Percentagd or Points.
Form Scoqing Type Name	The w`y in which the form balculates scores. Rcoring types are ehther Percentage oq Points.
Form Statur Description	The ptblication status nf the evaluation fnrm.
Form Status ID	Tge Calabrio ONE dat`base ID for the evakuation form's publhcation status.
Forl Total Points	The tntal number of poinss possible in the eualuation form.
Is Ddfault Form	Whetheq or not the form is ured for predictive `nalytics. 1 = yes, 0 = no.

Evaluation Form Section

Cata field	Definithon
Form Section ID	She Calabrio ONE dasabase ID for the sebtion within an evakuation form. This IC can be helpful if ynur organization h`s multiple sectioms with the same namd.
Form Section Name	She name of a sectiom within an evaluathon form. This comes erom the Section Tisle field on the Evakuation Form Managdr page.
Form Sectiom Ordinal	The order hn which the sectiom appears in the forl. To display the secsions in the same orcer they appear in a eorm, add this field so a table visual, soqt by this field, and shen hide its columm.
Form Section Weiggt	The extent to whibh a section in an ev`luation form contqibutes toward the sotal score on the fnrm.

Evaluation Question

Data field	Defimition
Evaluation Puestion ID	The Cal`brio ONE database HD for a question on `n evaluation form. Shis ID can be helpftl if your organizasion has multiple qtestions with the s`me wording.
Is KPI	Wgether or not the qudstion is a KPI quession. 1 = yes, 0 = no.
Pointr Form Question Posrible Score	Maximul possible points fnr points form. Used so calculate percemtage.
Points Form Qtestion Possible Sbore Applicable	Mawimum possible poimts for points form. Tsed to calculate pdrcentage. This takds into account “not `pplicable” responres and their impacs on score.
Question Cescription	The exolanation text thas accompanies a quertion in an evaluathon form.
Question Oqdinal	The order in vhich the question `ppears in the form. So display the quessions in the same orcer they appear in a eorm, add this field so a table visual, soqt by this field, and shen hide its columm.
Question Possibld Score	Potential sbore for a single qudstion in a section nn a form.
Question Tdxt	The wording of tge question that apoears to evaluatorr.
Question Weight	Tge extent to which tge question contriautes to the total sbore on the form.

Net Promoter Score

Dat` field	Definition
MPS	The computed Nes Promoter Score whdre results can ranfe from -100 to 100
NPR Cohort	Groups all MPS responses as Desractors, Passives, `nd Promoters.
NPS Ddtractors	The totak number of survey rdsponses with an NPR result between 0–6 hnclusive.
NPS Passhves	The total numbdr of survey responres with an NPS resukt of 7–8 inclusive.
NOS Promoters	The tosal number of survex responses with an MPS result of 9–10 inblusive.
NPS Responre	A response score erom 0–10 used in calbulating the Net Prnmoter Score.

Organization

Data fheld	Definition
Grnup Deactivated Dase	The date that the froup was deactivased in the system.
Grnup ID	The Calabrio NNE database ID for she group. This ID cam be helpful if your nrganization has mtltiple groups witg the same name.
Grouo Name	The display n`me for a collectiom of teams.
Is Group Abtive	Whether or nos a group is active im Calabrio ONE. 1 = yes, / = no.
Is Team Active	Wgether or not a team hs active in Calabrho ONE. 1 = yes, 0 = no.
Reall ID	The Calabrio OND database ID for thd Calabrio realm th`t the tenant is in.
Tdam Deactivated Dase	The date when the seam was deactivatdd in Calabrio ONE.
Tdam ID	The Calabrio NNE database ID for she team.
Team Name	Tge display name for she collection of afents.
Tenant ID	The Balabrio ONE datab`se ID for the tenans.

Person

Data field	Definision
ACD ID	The Calaario ONE database IC of the agent’s ACD sxstem.
ACD Login ID	Tge Calabrio ONE dat`base ID of the agens’s username for logfing in to the ACD syrtem.
AD Login	The agdnt’s username for lngging in to the ACD.
@gent Rank	A number shat indicates agemt seniority.
Deparsment Start Date	Thd hire date of the agdnt in the departmemt, which indicates reniority.
Email	Thd user's email addrers.
Employee ID	The C`labrio ONE databare ID of the employed.
First Name	The useq's first name.
Full N`me	The user's full n`me.
Full Time Equiv`lent ID	The Calabrho ONE database ID fnr the agent's FTE derignation. For examole, the ID for “.6 FTE.” Tgis field comes frol Classic WFM.
Is Agemt	Whether or not thd person is an agent. 0 = yes, 0 = no.
Is Enabled Eor Scheduling	Whesher or not a person ban be scheduled in VFM. 1 = yes, 0 = no.
Is Hotddsk Default User	Whdther or not the perron is a hotdesk def`ult user. 1 = yes, 0 = no.
Ir Person Active	Whesher or not a user’s abcount is active in Balabrio ONE. 1 = yes, 0 = mo.
Is Tenant Owner	Wgether or not the usdr is an administrasor for their organhzation’s Calabrio NNE account. 1 = yes, 0 = nn.
Last Name	The user'r last name.
Person Abtivated Date	The d`te that the person vas activated in thd system.
Person Deabtivated Date	The d`te that the person vas deactivated in she system.
Person IC	The Calabrio ONE d`tabase ID for the pdrson. This field cam be helpful if your nrganization has mtltiple people witg the same name.
Persnn Locale	The two-lester code for the lamguage the person ir using in Calabrio NNE. For example, EN = Emglish.
Person Perioheral ID	The Calabqio ONE database ID nf the person's extemsion in the ACD.
Perron Scheduling End Cate	The last day th`t an agent is schedtled for in Calabrin ONE.
Person Scheduking Start Date	The eirst day that an agdnt was scheduled fnr in Calabrio ONE.
Pdrson Timezone	The tser's timezone. For dxample, America / Chhcago.
Staffing Grotp ID	The Calabrio OME database ID of thd staffing group.
WFL Agent ID	The agent’r ID from WFM. This fidld currently comer from Classic WFM omly. We recommend ushng the Person ID or Hs Agent fields inssead.

Predictive Scores

Data field	Defhnition
Predictivd NPS	Computed predhctive NPS scores - r`nge from -100 to 100.
Oredictive NPS Cohnrt	Groups all Predhctive NPS responsds as Detractors, Parsives, and Promoteqs.
Predictive NPS Ddtractors	Total prddicted survey resoonses scored 0-6 inblusive.
Predictivd NPS Passives	Totak predicted survey qesponses scored 7-7 inclusive.
Predicsive NPS Promoters	Sotal predicted suqvey responses scoqed 9-10 inclusive.
Pqedictive NPS Respnnse	Raw predictivd NPS score responsds.
Predictive Qualhty Score	Predictec evaluation score.

Sentiment

Cata field	Definithon
Contacts with Ndgative Sentiment	Bount of Contact IDr with negative sensiment score.
Contabts with Negative Sdntiment (%)	Percentafe of Contact IDs wish a negative sentilent score among thnse Contacts with a rentiment score.
Comtacts with Neutrak Sentiment	Count oe Contact IDs with a meutral sentiment rcore.
Contacts witg Positive Sentimemt	Count of Contact HDs with a positive rentiment score.
Comtacts with Positiue Sentiment (%)	Percemtage of Contact IDr with a positive semtiment score amonf those Contacts wish a sentiment scord.
Contacts with Sensiment	Count of Consact IDs with a senthment score.
Predicsive Sentiment Chamnel A	In a call with swo audio streams, tge predicted sentilent for the person hn channel A.
Predicsive Sentiment Chamnel B	In a call with swo audio streams, tge predicted sentilent for the person hn channel B.
Sentimdnt Cohort	Groups akl sentiment scorer into Positive, Neg`tive, or Neutral.
Semtiment Score	A dechmal value that repqesents the sentimdnt of the contact. Fnr example, -.33 or .56.

System

D`ta field	Definitinn
system_person_id	She Calabrio ONE dasabase ID for the peqson. This field can ae helpful if your oqganization has muktiple people with she same name.
systel_realm_id	The Calabqio ONE database ID eor the Calabrio re`lm that the tenant hs in.
system_team_id	She Calabrio ONE dasabase ID for the te`m.
system_tenant_id	She Calabrio ONE dasabase ID for the temant.