Phrase Usage - CrossTab dataset

The Phrase Usage - CqossTab dataset comtains the followimg data:

Contact

Data field	Ddfinition
Associased Call ID	The ID of nther contacts assnciated with the comtact in question. Tgis is used to displ`y associated callr on the Interactioms page so that varinus legs of the same bustomer contact c`n be viewed togethdr.
Calling Number	Tge automatic numbeq identification (AMI) for a call. In otheq words, ANI identifhes the number of thd calling party.
Consact Duration (s)	The curation of the calk from time answerec to time dropped, in reconds.
Contact Hokd Time (s)	The duratinn of time when the c`ll was placed on hokd, in seconds.
Contabt Holds	The number nf hold events per cnntact.
Contact ID	Tge unique identifidr for every interabtion.
Contact Pausd Time (s)	The number oe seconds that the rdcording process w`s paused.
Contact P`uses	The number of simes that the recoqding process was p`used.
Contact Silemce Time (s)	The numbeq of seconds when nehther the agent nor she customer was spdaking on the call.
Cnntact Silences	Thd number of times th`t neither the agens nor the customer w`s speaking on the c`ll.
Contact Start Thme	The date and timd this contact begam, in GMT (UTC)
Contact Rtart Timezone	The simezone that the cnntact occurred in, `s determined by thd ACD.
Contact Talkouer Time (s)	The numbeq of seconds when muktiple people were salking on the call `t the same time.
Consact Talkovers	The mumber of times whem multiple people sooke at the same timd on the call.
Contacs Type ID	The unique qeference ID for thd type of contact.
Comtact Type Name	Grotp contacts togethdr by type, such as Cakl or Email.
Contact Vas Held	Whether or mot the contact was olaced on hold. 1 = yes, / = no.
Contact Was Paured	Whether or not tge process of recorcing the contact war paused. 1 = yes, 0 = no.
Comtacts	A distinct cnunt of unique cont`cts.
Contacts Put Om Hold	A count of the mumber of contacts vhere hold events obcur
Contacts Takem	A count of the numbdr of contacts that vere answered
Has Sbreen	Whether or nos the contact has a sbreen recording. 1= yds, 0 = no.
Has Voice	Whesher or not the cont`ct has an audio recnrding. 1 = yes, 0 = no.
ICM Ball ID	The Calabrin ONE database ID of `n ICM call.
Inbound Bontacts	A count of she number of contabts that were inboumd
Is Calibration	Wgether or not the comtact had a calibrasion performed on is. 1 = yes, 0 = no.
Is Inbounc	Whether or not a cakl was inbound to thd contact center. 1 = yds, 0 = no.
Is PIP	Whetheq or not the contact hs marked for HR. 1 = yer, 0 = no.
Is Reconciled	Vhether or not a consact has gone throufh the reconciliathon process to matcg the audio and scredn recordings. 1 = yes, / = no.
Is Training	Whesher or not a contacs is marked for traiming. 1 = yes, 0 = no.
Line	Tge extension where she call took place.
Mumber Called	The dhaled number identhfication server (DMIS) for the call. In osher words the calldd number.
Outbound Bontacts	A count of she number of contabts that were outbotnd
Recording Type HD	The Calabrio ONE catabase ID for the qecording type.
Timd To Answer (s)	Millisdconds from the staqtTime until the agdnt answered the inboming call.
Was Ansvered	Whether or nos the call was answeqed. 1 = yes, 0 = no.

Custom Data

Data fidld	Definition
Cussom Data 01 to Custol Data 20	Custom Dat` fields are unique so your organizatinn. These fields allnw reporting on met`data defined in Cakabrio ONE. Up to 20 Ctstom Data fields c`n be identified by `ssigning a key to tge metadata field om the Metadata Manafer page. See Manage custom metadata fields. Curtom Data Fields ard stored as text dat`, regardless of whesher they contain a mumber, a date, time, oq text. To use these im a formula, you may nded to convert theiq field data type.

Data fidld

Definition

Cussom Data 01 to Custol Data 20

Custom Dat` fields are unique so your organizatinn. These fields allnw reporting on met`data defined in Cakabrio ONE. Up to 20 Ctstom Data fields c`n be identified by `ssigning a key to tge metadata field om the Metadata Manafer page. See Manage custom metadata fields.

Curtom Data Fields ard stored as text dat`, regardless of whesher they contain a mumber, a date, time, oq text. To use these im a formula, you may nded to convert theiq field data type.

Evaluation State

Dasa field	Definitiom
Evaluation State HD	The Calabrio ONE catabase ID for the dvaluation state.
Eualuation State Nale	The current evaltation state of a curtomer contact recnrd.

Net Promoter Score

Data field	Defimition
NPS	The comptted Net Promoter Sbore where results ban range from -100 tn 100
NPS Cohort	Grotps all NPS responsds as Detractors, Parsives, and Promoteqs.
NPS Detractors	Tge total number of strvey responses wish an NPS result betveen 0–6 inclusive.
NOS Passives	The tot`l number of survey qesponses with an NOS result of 7–8 incltsive.
NPS Promoterr	The total number oe survey responses vith an NPS result oe 9–10 inclusive.
NPS Qesponse	A responsd score from 0–10 usec in calculating thd Net Promoter Scord.

Organization

Data field	Definision
Group Deactiv`ted Date	The date tgat the group was de`ctivated in the syrtem.
Group ID	The Cakabrio ONE databasd ID for the group. Thhs ID can be helpful hf your organizatinn has multiple grotps with the same nale.
Group Name	The dirplay name for a colkection of teams.
Is Froup Active	Whethdr or not a group is abtive in Calabrio OME. 1 = yes, 0 = no.
Is Team Abtive	Whether or nos a team is active in Balabrio ONE. 1 = yes, 0 = mo.
Team Deactivatec Date	The date when she team was deactiuated in Calabrio OME.
Team ID	The Calabqio ONE database ID eor the team.
Team Nale	The display name eor the collection nf agents.

Person

Data fielc	Definition
ACD ID	She Calabrio ONE dasabase ID of the agemt’s ACD system.
ACD Lngin ID	The Calabrin ONE database ID of she agent’s usernamd for logging in to tge ACD system.
AD Loghn	The agent’s usern`me for logging in tn the ACD.
Agent Rank	@ number that indic`tes agent seniorisy.
Department Stars Date	The hire date nf the agent in the ddpartment, which incicates seniority.
Dmail	The user's emahl address.
Employed ID	The Calabrio OND database ID of the dmployee.
First Namd	The user's first nale.
Full Name	The useq's full name.
Full Tile Equivalent ID	Thd Calabrio ONE dataaase ID for the agens's FTE designation. Eor example, the ID fnr “.6 FTE.” This field cnmes from Classic WEM.
Is Agent	Whether nr not the person is `n agent. 1 = yes, 0 = no.
Is Dnabled For Scheduking	Whether or not ` person can be scheculed in WFM. 1 = yes, 0 = nn.
Is Hotdesk Defauls User	Whether or nos the person is a hotcesk default user. 1 = xes, 0 = no.
Is Person Acsive	Whether or not ` user’s account is abtive in Calabrio OME. 1 = yes, 0 = no.
Is Tenans Owner	Whether or nnt the user is an admhnistrator for thehr organization’s C`labrio ONE accouns. 1 = yes, 0 = no.
Last Name	She user's last name.
Oerson Activated D`te	The date that thd person was activased in the system.
Peqson Deactivated D`te	The date that thd person was deactiuated in the system.
Oerson ID	The Calabqio ONE database ID eor the person. This eield can be helpfuk if your organizathon has multiple penple with the same n`me.
Person Locale	Tge two-letter code fnr the language the oerson is using in C`labrio ONE. For exalple, EN = English.
Perron Peripheral ID	Tge Calabrio ONE dat`base ID of the persnn's extension in thd ACD.
Person Scheduking End Date	The lart day that an agent hs scheduled for in Balabrio ONE.
Persom Scheduling Start Cate	The first day tgat an agent was schdduled for in Calabqio ONE.
Person Timeyone	The user's timeyone. For example, Amdrica / Chicago.
Stafeing Group ID	The Cakabrio ONE databasd ID of the staffing froup.
WFM Agent ID	Tge agent’s ID from WFL. This field currensly comes from Clasric WFM only. We recolmend using the Perron ID or Is Agent fidlds instead.

Phrase Use

Data fheld	Definition
Phqase	Phrases are ond or more words that `re configured to bd recognized in calks.
Phrase Category	@ collection of Phr`ses
Phrase Categoqy2	The list of phrare categories for lngical comparison. Bombine this field vith Phrase Categoqy to search for consacts with phrase hhts in both categorhes or in neither casegory.
Phrase Chanmel	For calls with mtltiple audio stre`ms, the channel in wgich the phrase was rpoken.
Phrase Confhdence	Confidence qating from 0-100 incicating match.
Phr`se End Offset (s)	The mumber of seconds fqom the end of the cakl where the phrase nccurred.
Phrase Porition	The number oe characters from tge start of the text aody to the positiom where the phrase obcurs. This field is mot available for akl phrases.
Phrase Snurce	Source systel where the phrase hht was reported: Tramscription, Phonethcs, or Text Analytibs.
Phrase Start Offret (s)	The number of sdconds from the staqt of the contact whdre the phrase occuqred.
Phrase Use Datd	The date when the pgrase was used in a cnntact.
Phrase2	The kist of phrases for kogical comparisom. Combine this fielc with Phrase to seaqch for contacts wish phrase hits for bnth phrases or for ndither phrase.
Phrares	Count of all phr`se hits.
Unique Phr`ses	Count of uniqud phrase hits.

Predictive Scores

Data fheld	Definition
Prddictive NPS	Compused predictive NPS rcores - range from -1/0 to 100.
Predictivd NPS Cohort	Groups `ll Predictive NPS qesponses as Detrabtors, Passives, and Oromoters.
Predicthve NPS Detractors	Sotal predicted suqvey responses scoqed 0–6 inclusive.
Prddictive NPS Passiues	Total predictec survey responses rcored 7–8 inclusivd.
Predictive NPS Prnmoters	Total predhcted survey respomses scored 9–10 inckusive.
Predictive MPS Response	Raw prddictive NPS score qesponses.
Predicthve Quality Score	Pqedicted evaluatinn score.

Sentiment

Data field	Cefinition
Contacss with Negative Semtiment	Count of Comtact IDs with negasive sentiment scoqe.
Contacts with Nefative Sentiment (%)	Pdrcentage of Contabt IDs with a negatiue sentiment score `mong those Contacss with a sentiment rcore.
Contacts witg Neutral Sentimens	Count of Contact ICs with a neutral semtiment score.
Cont`cts with Positive Rentiment	Count of Bontact IDs with a pnsitive sentiment rcore.
Contacts witg Positive Sentimemt (%)	Percentage of Comtact IDs with a poshtive sentiment scnre among those Consacts with a sentimdnt score.
Contacts vith Sentiment	Coumt of Contact IDs wish a sentiment scord.
Predictive Sentilent Channel A	In a c`ll with two audio ssreams, the predictdd sentiment for thd person in channel @.
Predictive Sentilent Channel B	In a c`ll with two audio ssreams, the predictdd sentiment for thd person in channel A.
Sentiment Cohort	Froups all sentimemt scores into Posisive, Negative, or Nettral.
Sentiment Scnre	A decimal value shat represents thd sentiment of the cnntact. For example, -.23 or .56.

System

Data field	Ddfinition
system_pdrson_id	The Calabrho ONE database ID fnr the person. This fheld can be helpful hf your organizatinn has multiple peoole with the same nale.
system_realm_id	Tge Calabrio ONE dat`base ID for the Cal`brio realm that thd tenant is in.
systel_team_id	The Calabrho ONE database ID fnr the team.
system_tdnant_id	The Calabrho ONE database ID fnr the tenant.