Analytics Data Model - Table definitions

app_usage_fact table

The app_usage_fact table records detailed metrics of agent application usage during contact handling sessions.

Primary key: capture_id

Column name Description Data type Nullable
capture_id A unique identifier for the application usage capture event. BIG_INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

FALSE
contact_id The identifier of the contact (e.g., call, or chat) during which the application usage occurred. BIG_INTEGER TRUE
application The name or identifier of the application used by the agent during the contact. STRING TRUE
app_label A label of the application. STRING TRUE
app_duration_ms The total duration, in milliseconds, that the application was open during the contact, regardless of whether it was actively used. INTEGER TRUE

app_in_focus_duration_ms

 The duration, in milliseconds, that the application window was actively in focus (i.e., the agent was directly interacting with it) during the contact.

INTEGER

TRUE
contact_state The state of the contact at the time of application usage. STRING TRUE
contact_start The date and time the contact began, in GMT (UTC). TIMESTAMP TRUE
capture_start The date and time the application usage capture began during the contact, in GMT (UTC). TIMESTAMP TRUE
app_in_focus_start The time, in GMT (UTC), when the application window first came into focus during the capture session. TIMESTAMP TRUE

document

The name or identifier of the document accessed or interacted with in the application, if applicable.

STRING

TRUE

document_label

A label or categorization of the document accessed or interacted with in the application, if applicable.

STRING

TRUE

not_approved

A boolean flag indicating whether the document or action taken during the session was not approved or failed a compliance check.

BOOLEAN

 TRUE

phrase_usage_fact table

The phrase_usage_fact table records occurrences and usage metrics of key phrases detected within conversations for trend and sentiment analysis.

Primary key: bi_id

Column name Description Data type Nullable

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
person_id The Calabrio ONE database ID for the person. This field can be helpful if your organization has multiple people with the same name. INTEGER TRUE
team_id The Calabrio ONE database ID for the team. INTEGER TRUE
contact_id The unique identifier for every interaction. BIG_INTEGER TRUE
phrase_source Source system where the phrase hit was reported: Transcription, Phonetics, or Text Analytics. STRING TRUE
phrase

Count of all phrase hits.

EXAMPLE    The word “hello” is said four times in one call. This field contains the number 4 for this call.

 STRING TRUE

category

 A collection of phrases. STRING

TRUE
contact_date The date when the contact (e.g., a call or chat) occurred. TIMESTAMP TRUE
phrase_date The date when the phrase was used in a contact. TIMESTAMP TRUE
processing_date The date when the data was processed. TIMESTAMP TRUE
start_offset_s The number of seconds from the start of the contact where the phrase occurred. INTEGER TRUE

end_offset_s

The number of seconds from the end of the contact where the phrase occurred.

 INTEGER

TRUE

channel

For calls with multiple audio streams, the channel in which the phrase was spoken.

 INTEGER TRUE

confidence

Confidence rating from 0-100 indicating match.

 INTEGER TRUE

position

The number of characters from the start of the text body to the position where the phrase occurs. This field is not available for all phrases.

 INTEGER TRUE

is_deleted

A flag indicating whether the phrase data has been marked as deleted.

BOOLEAN

 TRUE

auto_eval_form_dim table

The auto_eval_form_dim table contains descriptive attributes for automated evaluation forms used to assess interactions.

Primary key: form_id

Column name Description Data type Nullable
form_id The Calabrio ONE database ID for an evaluation form. INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
form_name The name of the form. This comes from the Form Name field on the Evaluation Form Manager page. STRING TRUE
form_desc The description for the form. This comes from the Form Description field on the Evaluation Form Manager page. STRING TRUE
is_default_form Whether or not the form is used for predictive analytics. 1 = yes, 0 = no. BOOLEAN TRUE
form_total_points The total number of points assigned in the evaluation form. INTEGER TRUE

form_applicable_points

The total number of points assigned to the evaluation form, representing the maximum achievable score for all applicable questions. INTEGER TRUE

band_max_1

The maximum score that falls within the Needs Improvement scoring band.

 INTEGER TRUE
band_max_2 The maximum score that falls within the Meets Expectations scoring band. INTEGER TRUE
status_desc The publication status of the evaluation form. STRING TRUE
scoring_type_id The Calabrio ONE database ID for the form's scoring type. Forms are either Percentage or Points. INTEGER TRUE
scoring_type_name The way in which the form calculates scores. Scoring types are either Percentage or Points. STRING TRUE

response_type_id

The Calabrio ONE database ID for the evaluation response type.

 INTEGER

TRUE

response_type_name

The type of evaluation response from the agent: acknowledged or appealed.

 STRING TRUE

form_created_date

The date and time when the evaluation form was originally created.

 TIMESTAMP TRUE

form_updated_date

The date and time when the evaluation form was last modified or updated.

 TIMESTAMP TRUE

auto_eval_form_question_dim table

The auto_eval_form_dim table contains the descriptive attributes for automated evaluation forms.

Primary key: question_id

Column name Description Data type Nullable
question_id The Calabrio ONE database ID for a question on an evaluation form. This ID can be helpful if your organization has multiple questions with the same wording. BIG_INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
section_id The Calabrio ONE database ID for the section within an evaluation form. This ID can be helpful if your organization has multiple sections with the same name. BIG_INTEGER TRUE
question_ordinal The order in which the question appears in the form. To display the questions in the same order they appear in a form, add this field to a table visual, sort by this field, and then hide its column. STRING TRUE
question_text The wording of the question that appears to evaluators. STRING TRUE
question_weight The extent to which the question contributes to the total score on the form. INTEGER TRUE

possible_score

Potential score for a single question in a section on a form.

INTEGER

TRUE
question_desc The explanation text that accompanies a question in an evaluation form. STRING TRUE
question_created_date

The date when the question form was originally created.

 TIMESTAMP TRUE
question_updated_date

The date and time when the question form was last modified or updated.

 TIMESTAMP TRUE

auto_eval_form_question_opt_dim table

The auto_eval_form_question_opt_dim table contains details about the answer options available for each question in automated evaluation forms.

Primary key: option_id

Column name Description Data type Nullable
option_id The Calabrio ONE database ID for the answer option that the evaluator selected. INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
question_id The Calabrio ONE database ID for a question on an evaluation form. This ID can be helpful if your organization has multiple questions with the same wording. INTEGER TRUE
option_label The text for the answer option that the evaluator selected. STRING TRUE
option_ordinal The order in which an option appears in the form. INTEGER TRUE
option_is_default Whether or not the answer option that the evaluator selected is the default selection for the question. 1 = yes, 0 = no. BOOLEAN TRUE

option_points

 The points value for the answer option that the evaluator selected.

INTEGER

TRUE
option_type_id The Calabrio ONE database ID for the type of answer option that the evaluator selected. INTEGER TRUE
option_type_name The type of answer option that the evaluator selected. Options are Null, Additive, KPI, or Not Applicable. STRING TRUE
option_created_date

The date and time when the answer option was originally created.

 TIMESTAMP TRUE

option_updated_date

The date and time when the answer option was last modified or updated.

TIMESTAMP

TRUE

auto_eval_form_section_dim table

The auto_eval_form_section_dim table stores data describing the sections within automated evaluation forms.

Primary key: section_id

Column name Description Data type Nullable
section_id The Calabrio ONE database ID for the section within an evaluation form. This ID can be helpful if your organization has multiple sections with the same name. INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
form_id The Calabrio ONE database ID for an evaluation form. INTEGER TRUE
section_name The name of a section within an evaluation form. This comes from the Section Title field on the Evaluation Form Manager page. STRING TRUE
section_ordinal The order in which the section appears in the form. To display the sections in the same order they appear in a form, add this field to a table visual, sort by this field, and then hide its column. INTEGER TRUE
section_weight The extent to which a section in an evaluation form contributes toward the total score on the form. FLOAT TRUE

section_created_date

The date and time when the section was originally created.

 TIMESTAMP

TRUE
section_updated_date

The date and time when the section was last modified or updated.

TIMESTAMP

 TRUE

auto_eval_fact table

The auto_eval_fact table records individual automated evaluation events, capturing when and how evaluation forms were applied during contact assessments.

Primary key: evaluation_id

Column name Description Data type Nullable
evaluation_id The Calabrio ONE database ID for a completed evaluation. STRING FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
contact_id The unique identifier for every interaction. BIG_INTEGER TRUE
evaluation_form_id The Calabrio ONE database ID for an evaluation form. INTEGER TRUE
eval_state_id The Calabrio ONE database ID for the evaluation state. INTEGER TRUE
eval_response_state_id The Calabrio ONE database ID for the evaluation response type. INTEGER TRUE

evaluator_id

The Calabrio ONE database ID of the person who evaluated the contact. This ID can be helpful if your organization has multiple evaluators with the same name.

 INTEGER

TRUE

approver_id

 The Calabrio ONE database ID of the person who approved the evaluation. This field can be useful if you have two approvers with the same name. INTEGER TRUE

evaluated_date

The date when the contact was evaluated.

 TIMESTAMP TRUE
total_score The score earned for a contact. FLOAT TRUE
is_counted_score Whether or not the score is the official score of record for the contact. Scores given as part of calibration exercises, for example, are not counted. 1 = yes, 0 = no. BOOLEAN TRUE
additive_score The total points score for a form down to the question level. INTEGER TRUE
is_score_overridden Whether or not the score for an evaluation question was changed from the automatically assigned value. 1 = yes, 0 = no. BOOLEAN TRUE

eval_created_date

The date and time when the automated evaluation record was initially created.

 TIMESTAMP

TRUE

eval_updated_date

The date and time when the automated evaluation record was last modified or updated.

 TIMESTAMP TRUE

eval_response_date

The date and time when the evaluation responses were submitted or finalized.

 TIMESTAMP TRUE

auto_eval_answers_fact table

The auto_eval_answers_fact table stores the responses or answers submitted for each question on automated evaluation forms during contact evaluations.

Primary key: answer_id

Column name Description Data type Nullable
answer_id The Calabrio ONE database ID of the answer to an evaluation question. This ID can be helpful if your organization has multiple answer options with the same wording. BIG_INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
evaluation_id The Calabrio ONE database ID for a completed evaluation. STRING TRUE
section_id The Calabrio ONE database ID for the section within an evaluation form. This ID can be helpful if your organization has multiple sections with the same name. INTEGER TRUE
eval_question_id The Calabrio ONE database ID for a question on an evaluation form. This ID can be helpful if your organization has multiple questions with the same wording. INTEGER TRUE
selected_option_id The Calabrio ONE database ID for the answer option that the evaluator selected. INTEGER TRUE

points

The points value for the answer option that the evaluator selected.

 INTEGER

TRUE

is_score_overridden

Whether or not the automatically assigned score was manually changed for the individual evaluation question. 1 = yes, 0 = no. BOOLEAN TRUE

reason

The rationale or explanation provided by the evaluator for choosing a specific answer option.

 STRING TRUE
answer_created_date The date and time when the answer to a specific evaluation question was initially created. TIMESTAMP TRUE
answer_updated_date The date and time when the recorded answer was last modified or updated. TIMESTAMP TRUE
is_kpi Whether or not the question is a KPI question. 1 = yes, 0 = no. BOOLEAN TRUE

auto_eval_section_scores_fact table

The auto_eval_section_scores_fact table contains calculated scores for each section of automated evaluation forms, enabling detailed performance analysis by section.

Primary key: evaluation_id, section_id

Column name Description Data type Nullable
evaluation_id The Calabrio ONE database ID for a completed evaluation. STRING FALSE
section_id The Calabrio ONE database ID for the section within an evaluation form. This ID can be helpful if your organization has multiple sections with the same name. INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
evaluation_form_id The Calabrio ONE database ID for an evaluation form. INTEGER TRUE
contact_id The unique identifier for every interaction. BIG_INTEGER TRUE
section_score The score assigned to the section. FLOAT TRUE

adjusted_section_weight

The extent to which a section in an evaluation form contributes toward the total score on the form.

 FLOAT

TRUE

is_section_score_overridden

 Whether the section score was manually overridden by a human evaluator. 1 = yes, 0 = no. BOOLEAN TRUE

section_score_status

Whether the section score is valid or not applicable. Values: NA or Valid.

 STRING TRUE

trending_topics_fact table

The trending_topics_fact table tracks the frequency and popularity of emerging topics or keywords identified in interactions over time.

Primary key: contact_id

Column name Description Data type Nullable
contact_id The unique identifier for every interaction. BIG_INTEGER FALSE

bi_id

A unique identifier for each row. It can also serve as the primary key when no explicit primary key is defined.

STRING

FALSE

bi_ingest_timestamp

The date and time when the data was ingested or last updated.

TIMESTAMP

 
topic The main reason a customer contacted you, identified by analyzing the entire conversation. STRING TRUE
subtopic Topics broken down into subordinate, more granular groups within a broader conversation topic. STRING TRUE
topic_confidence A numeric score representing the confidence level or probability that the detected topic is accurately identified. FLOAT TRUE