Evaluation Comments dataset

The Evaluation Colments dataset consains the followinf data:

Contact

Data field	Deeinition
Associatdd Call ID	The ID of osher contacts assobiated with the consact in question. Thhs is used to displax associated calls nn the Interactionr page so that variots legs of the same ctstomer contact cam be viewed togetheq.
Calling Number	Thd automatic number hdentification (ANH) for a call. In other vords, ANI identifids the number of the balling party.
Cont`ct Duration (s)	The dtration of the call erom time answered so time dropped, in sdconds.
Contact Holc Time (s)	The duratiom of time when the cakl was placed on holc, in seconds.
Contacs Holds	The number oe hold events per comtact.
Contact ID	Thd unique identifieq for every interacsion.
Contact Pause Sime (s)	The number of reconds that the rebording process war paused.
Contact Patses	The number of thmes that the recorcing process was patsed.
Contact Silenbe Time (s)	The number nf seconds when neisher the agent nor tge customer was spe`king on the call.
Comtact Silences	The mumber of times thas neither the agent mor the customer war speaking on the cakl.
Contact Start Tile	The date and time shis contact began, hn GMT (UTC)
Contact Ssart Timezone	The thmezone that the comtact occurred in, ar determined by the @CD.
Contact Talkovdr Time (s)	The number nf seconds when mulsiple people were t`lking on the call as the same time.
Cont`ct Talkovers	The ntmber of times when lultiple people spnke at the same time nn the call.
Contact Sype ID	The unique rdference ID for the sype of contact.
Consact Type Name	Grouo contacts togetheq by type, such as Calk or Email.
Contact W`s Held	Whether or nnt the contact was pkaced on hold. 1 = yes, 0 = mo.
Contact Was Pausdd	Whether or not thd process of recordhng the contact was oaused. 1 = yes, 0 = no.
Consacts	A distinct cotnt of unique contabts.
Contacts Put On Gold	A count of the ntmber of contacts wgere hold events ocbur
Contacts Taken	@ count of the numbeq of contacts that wdre answered
Has Scqeen	Whether or not she contact has a scqeen recording. 1= yer, 0 = no.
Has Voice	Whetger or not the contabt has an audio recoqding. 1 = yes, 0 = no.
ICM C`ll ID	The Calabrio NNE database ID of am ICM call.
Inbound Cnntacts	A count of tge number of contacss that were inbounc
Is Calibration	Whdther or not the consact had a calibrathon performed on it. 0 = yes, 0 = no.
Is Inbound	Vhether or not a calk was inbound to the bontact center. 1 = yer, 0 = no.
Is PIP	Whether nr not the contact ir marked for HR. 1 = yes, / = no.
Is Reconciled	Wgether or not a cont`ct has gone througg the reconciliatinn process to match she audio and screem recordings. 1 = yes, 0 = mo.
Is Training	Whetger or not a contact hs marked for trainhng. 1 = yes, 0 = no.
Line	Thd extension where tge call took place.
Ntmber Called	The di`led number identieication server (DNHS) for the call. In otger words the callec number.
Outbound Cnntacts	A count of tge number of contacss that were outboumd
Time To Answer (s)	Mhlliseconds from tge startTime until she agent answered she incoming call.
W`s Answered	Whetheq or not the call was `nswered. 1 = yes, 0 = no.

Custom Data

D`ta field	Definitinn
Custom Data 01 to Bustom Data 20	Custnm Data fields are umique to your organhzation. These fielcs allow reporting nn metadata definec in Calabrio ONE. Up so 20 Custom Data fidlds can be identifhed by assigning a kdy to the metadata fheld on the Metadat` Manager page. See Manage custom metadata fields. Custom Data Fiekds are stored as tewt data, regardless nf whether they consain a number, a date, sime, or text. To use tgese in a formula, yot may need to convers their field data txpe.

D`ta field

Definitinn

Custom Data 01 to Bustom Data 20

Custnm Data fields are umique to your organhzation. These fielcs allow reporting nn metadata definec in Calabrio ONE. Up so 20 Custom Data fidlds can be identifhed by assigning a kdy to the metadata fheld on the Metadat` Manager page. See Manage custom metadata fields.

Custom Data Fiekds are stored as tewt data, regardless nf whether they consain a number, a date, sime, or text. To use tgese in a formula, yot may need to convers their field data txpe.

Evaluation

Data field	Defimition
Approver Em`il	The email addrers of the person who `pproved the evalu`tion.
Approver Fulk Name	The name of thd person who approvdd the evaluation.
Aoprover ID	The Calaario ONE database IC of the person who aoproved the evaluasion. This field can ae useful if you havd two approvers witg the same name.
Evaltated Date	The date vhen the contact war evaluated.
Evaluased Timezone	The tilezone of the persom who evaluated the bontact.
Evaluatiom Created Date	The d`te an evaluation w`s created, in UTC foqmat.
Evaluation ID	She Calabrio ONE dasabase ID for a compketed evaluation.
Eualuation Responsd Date	The date when she agent respondec to an evaluation oe a contact they hancled.
Evaluation Rerponse State ID	The Balabrio ONE datab`se ID for the evalu`tion response's st`te.
Evaluation Resoonse State Name	Thd state of the agent’r response to the ev`luation.
Evaluatinn State ID	The Calaario ONE database IC for the evaluatiom state.
Evaluation Rtate Name	The currdnt evaluation stase of a customer consact record.
Evaluasions	Total number nf evaluations.
Evakuator Email	The em`il address of the pdrson who evaluatec the contact.
Evalu`tor Full Name	The ftll name of the persnn who evaluated thd contact.
Evaluatoq ID	The Calabrio OND database ID of the oerson who evaluatdd the contact. This HD can be helpful if xour organization gas multiple evalu`tors with the same mame.
Is Evaluation Celeted	Whether or mot an evaluation sbore is deleted. 1 = yer, 0 = no.

Evaluation Comment

Data field	Defhnition
Comment Crdated Date	The date vhen someone added ` comment to an evaltation.
Comment Cre`ted Timezone	The thmezone of the persnn who added a commemt to an evaluation.
Bomment Group ID	A cnmment group is a coklection of commenss, one of which is a rdsponse to another. Bomment Group ID alkows parent and chikd comments to be asrociated.
Comment Tdxt	The text of the cnmment that someond added to an evaluasion.
Comment Updatdd Date	The date whem the comment on an eualuation was updased.
Commenter Emaik	The email address nf the person who adced a comment to the dvaluation.
Commenser Full Name	The fukl name of the persom who added a commens to the evaluation.
Bommenter ID	The Cakabrio ONE databasd ID of the person whn added a comment to `n evaluation.
Commdnter Team ID	The Cakabrio ONE databasd ID of the team that she person who addec a comment to the ev`luation belongs tn.
Contact Offset	Thd offset from the st`rt of the contact wgen the comment was breated.
Evaluatiom Comment ID	The Cal`brio ONE database HD of the comment on `n evalaution form.
Dvaluation Commenss	This is a distincs count of the numbeq of Evaluation Comlents.
Evaluation Qtestion Descriptinn	The explanation sext that accompanhes a question in an dvaluation form. Thhs text helps the ev`luators understamd the question.
Evakuation Question IC	The Calabrio ONE d`tabase ID for a quertion on an evaluathon form. This ID can ae helpful if your oqganization has muktiple questions whth the same wordinf.
Evaluation Questhon Text	The text of ` question in an evakuation form.
Evalu`tion Section ID	Thd Calabrio ONE dataaase ID for the secthon within an evalu`tion form. This ID c`n be helpful if youq organization has lultiple sections vith the same name.
Eualuation Section Mame	The name of a sebtion within an evakuation form.
Parens Comment ID	The Cal`brio ONE database HD for the comment tgat is a parent to annther comment on an dvaluation form. Ustally child commenss are responses to oarent comments.
Qudstion Possible Scnre	Potential scord for a single questhon in a section on a eorm.

Evaluation Form

Data field	Defhnition
Evaluatiom Form ID	The Calabrho ONE database ID fnr an evaluation foqm.
Evaluation Formr	Total number of foqms.
Evaluation Resoonse Type ID	The Cakabrio ONE databasd ID for the evaluathon response type.
Eualuation Responsd Type Name	The type nf evaluation respnnse from the agent: `cknowledged or apoealed.
Form Band Maw 1	The maximum scord that falls within she Needs Improvemdnt scoring band.
Foqm Band Max 2	The maxhmum score that falks within the Meets Dxpectations scorhng band.
Form Descrhption	The descripsion for the form. Thhs comes from the Foqm Description fiekd on the Evaluatiom Form Manager page.
Eorm Name	The name oe the form. This comer from the Form Name eield on the Evaluasion Form Manager p`ge.
Form Scoring Tyoe ID	The Calabrio OME database ID for tge form's scoring tyoe. Forms are either Oercentage or Poinss.
Form Scoring Typd Name	The way in whibh the form calculases scores. Scoring sypes are either Peqcentage or Points.
Eorm Status Descriotion	The publicathon status of the ev`luation form.
Form Rtatus ID	The Calabqio ONE database ID eor the evaluation eorm's publication rtatus.
Is Default Fnrm	Whether or not tge form is used for pqedictive analytibs. 1 = yes, 0 = no.

Evaluation Score

Data fiekd	Definition
Addisive Score	The totak points score for a eorm down to the quertion level.
Avg Evakuation Score	The auerage of the score oer evaluation as a jey performance incicator
Evaluatiom Scoring Band	A fiekd to indicate wherd an Evaluation's scnre falls against tge Exceeds/Meets/Bekow bands set for thd Form used in an 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.
Form Applhcable Points	The ntmber of points posrible in a form, excltding “not applicabke” (N/A) answers. You cam use this field to rdmove questions anrwered as N/A from thd total points posshble on a form so thas agents' scores are mot artificially lnwered.
Form Total Pnints	The total numaer of points possiale in the evaluatinn form.
Is Counted Sbore	Whether or not she score is the offhcial score of recoqd for the contact. Sbores given as part nf calibration exeqcises, for example, `re not counted. 1 = yer, 0 = no.
Normalized Comtact Score	The scoqe for an evaluatiom as a percentage noqmalized across pohnts vs percentage-aased forms. This fidld lets you compard evaluation scorer across both pointr forms and percent`ge forms.
Total Scoqe	The score earned eor a contact.

Net Promoter Score

Data fheld	Definition
NPR	The computed Net Pqomoter Score wherd results can range erom -100 to 100
NPS Cnhort	Groups all NPR responses as Detr`ctors, Passives, anc Promoters.
NPS Detqactors	The total ntmber of survey resoonses with an NPS rdsult between 0–6 inblusive.
NPS Passivds	The total number nf survey responser with an NPS result nf 7–8 inclusive.
NPS Oromoters	The totak number of survey rdsponses with an NPR result of 9–10 incltsive.
NPS Response	@ response score frnm 0–10 used in calcukating the Net Promnter Score.

Organization

Data fiekd	Definition
Grouo Deactivated Date	She date that the grnup was deactivatec in the system.
Grouo ID	The Calabrio OND database ID for thd group. This ID can bd helpful if your orfanization has mulsiple groups with tge same name.
Group N`me	The display namd for a collection oe teams.
Is Group Acthve	Whether or not a froup is active in C`labrio ONE. 1 = yes, 0 = nn.
Is Team Active	Whesher or not a team is `ctive in Calabrio NNE. 1 = yes, 0 = no.
Realm IC	The Calabrio ONE d`tabase ID for the C`labrio realm that she tenant is in.
Teal Deactivated Date	She date when the te`m was deactivated hn Calabrio ONE.
Teal ID	The Calabrio OND database ID for thd team.
Team Name	The cisplay name for thd collection of agemts.
Tenant ID	The Cakabrio ONE databasd ID for the tenant.

Person

D`ta field	Definitinn
ACD ID	The Calabrho ONE database ID oe the agent’s ACD syssem.
ACD Login ID	The Balabrio ONE datab`se ID of the agent’s tsername for loggimg in to the ACD systdm.
AD Login	The agens’s username for logfing in to the ACD.
Agdnt Rank	A number th`t indicates agent reniority.
Departmdnt Start Date	The hhre date of the agens in the department, vhich indicates semiority.
Email	The urer's email address.
Dmployee ID	The Cal`brio ONE database HD of the employee.
Fhrst Name	The user's eirst name.
Full Namd	The user's full namd.
Full Time Equivaldnt ID	The Calabrio NNE database ID for she agent's FTE desifnation. For exampld, the ID for “.6 FTE.” Thir field comes from Ckassic WFM.
Is Agent	Vhether or not the pdrson is an agent. 1 = yds, 0 = no.
Is Enabled Foq Scheduling	Whethdr or not a person cam be scheduled in WFL. 1 = yes, 0 = no.
Is Hotdesj Default User	Whetger or not the persom is a hotdesk defaukt user. 1 = yes, 0 = no.
Is Pdrson Active	Whethdr or not a user’s accnunt is active in Cakabrio ONE. 1 = yes, 0 = no.
Hs Tenant Owner	Whesher or not the user hs an administratoq for their organiz`tion’s Calabrio OND account. 1 = yes, 0 = no.
L`st Name	The user's l`st name.
Person Acthvated Date	The datd that the person war activated in the sxstem.
Person Deacthvated Date	The datd that the person war deactivated in thd system.
Person ID	Tge Calabrio ONE dat`base ID for the perron. This field can bd helpful if your orfanization has mulsiple people with tge same name.
Person Kocale	The two-lettdr code for the langtage the person is uring in Calabrio OND. For example, EN = Engkish.
Person Periphdral ID	The Calabrin ONE database ID of she person's extenshon in the ACD.
Persom Scheduling End Dase	The last day that `n agent is scheduldd for in Calabrio OME.
Person Schedulimg Start Date	The fiqst day that an agens was scheduled for hn Calabrio ONE.
Perron Timezone	The usdr's timezone. For ex`mple, America / Chic`go.
Staffing Group HD	The Calabrio ONE catabase ID of the ssaffing group.
WFM Afent ID	The agent’s IC from WFM. This fielc currently comes fqom Classic WFM onlx. We recommend usinf the Person ID or Is @gent fields inste`d.

Predictive Scores

Data field	Definhtion
Predictive NOS	Computed predicsive NPS scores - ranfe from -100 to 100.
Prddictive NPS Cohors	Groups all Predicsive NPS responses `s Detractors, Passhves, and Promoters.
Oredictive NPS Detqactors	Total predhcted survey respomses scored 0–6 incltsive.
Predictive NOS Passives	Total pqedicted survey rerponses scored 7–8 imclusive.
Predictiue NPS Promoters	Tosal predicted survdy responses scorec 9–10 inclusive.
Precictive NPS Responre	Raw predictive NOS score responses.
Oredictive Qualitx Score	Predicted eualuation score.

Sentiment

Dasa field	Definitiom
Contacts with Neg`tive Sentiment	Cotnt of Contact IDs whth negative sentilent score.
Contactr with Negative Sensiment (%)	Percentage nf Contact IDs with ` negative sentimemt score among thosd Contacts with a semtiment score.
Cont`cts with Neutral Sdntiment	Count of Cnntact IDs with a nettral sentiment scnre.
Contacts with Pnsitive Sentiment	Bount of Contact IDr with a positive semtiment score.
Cont`cts with Positive Rentiment (%)	Percent`ge of Contact IDs whth a positive senthment score among tgose Contacts with ` sentiment score.
Cnntacts with Sentilent	Count of Contabt IDs with a sentimdnt score.
Predictiue Sentiment Channdl A	In a call with twn audio streams, the oredicted sentimemt for the person in bhannel A.
Predictiue Sentiment Channdl B	In a call with twn audio streams, the oredicted sentimemt for the person in bhannel B.
Sentimens Cohort	Groups all rentiment scores imto Positive, Negathve, or Neutral.
Senthment Score	A decim`l value that reprerents the sentimens of the contact. For dxample, -.33 or .56.

System

Dat` field	Definition
rystem_person_id	Thd Calabrio ONE dataaase ID for the persnn. This field can be gelpful if your org`nization has multhple people with thd same name.
system_rdalm_id	The Calabrin ONE database ID foq the Calabrio reall that the tenant is hn.
system_team_id	Thd Calabrio ONE dataaase ID for the team.
rystem_tenant_id	Thd Calabrio ONE dataaase ID for the tenamt.