Contact AI Tags dataset

The Contact AI Tags dataset contains the following data:

AI Tags


AI Category Description	A brief description of the purpose and scope of the AI category. The description defines the types of tags that belong to the category and how they are grouped. Calabrio ONE AI uses this description to identify contacts where the category applies.
AI Category Name	The name of the AI category that the tag belongs to. Categories group related AI tags by business purpose. Categories are created and managed on the Business Signal page. See Manage AI Tags for more information.
AI Category Status	Whether the AI category is Published or Unpublished. Calabrio ONE applies only tags in Published categories to Contacts.
AI Tag Description	A natural-language description that defines the intent or meaning of the AI tag. Calabrio ONE AI uses this description to determine which contacts should receive the tag.
AI Tag Name	The name of the AI tag applied to a contact. Tags identify the content or intent of a contact and are created on the Business Signal page (See Manage AI Tags). A contact can have multiple AI tags.
AI Tag Sent By	Indicates which participant’s contribution caused Calabrio ONE to apply the tag to the contact.
AI Tag Status	Whether the tag is Active or Inactive. Calabrio ONE does not apply deactivated tags to contacts. Any contacts that already have the tag are not affected.

Contact

Data field	Definition
Associated Call ID	The ID of other contacts associated with the contact in question. This is used to display associated calls on the Interactions page so that various legs of the same customer contact can be viewed together.
Audio Upload State	Whether or not the contact’s voice recording is uploaded to Calabrio ONE. 1 = yes, 0 = no.
Calling Number	The automatic number identification (ANI) for a call. In other words, ANI identifies the number of the calling party.
Contact Duration (s)	The duration of the call from time answered to time dropped, in seconds.
Contact Hold Time (s)	The duration of time when the call was placed on hold, in seconds.
Contact Holds	The number of hold events per contact.
Contact ID	The unique identifier for every interaction.
Contact Pause Time (s)	The number of seconds that the recording process was paused.
Contact Pauses	The number of times that the recording process was paused.
Contact Silence Time (s)	The number of seconds when neither the agent nor the customer was speaking on the call.
Contact Silences	The number of times that neither the agent nor the customer was speaking on the call.
Contact Start Time	The date and time this contact began, in GMT (UTC).
Contact Start Timezone	The timezone that the contact occurred in, as determined by the ACD.
Contact Talkover Time (s)	The number of seconds when multiple people were talking on the call at the same time.
Contact Talkovers	The number of times when multiple people spoke at the same time on the call.
Contact Type ID	The unique reference ID for the type of contact.
Contact Type Name	Group contacts together by type, such as Call or Email.
Contact URL Path	The hyperlink path used to open a specific interaction.
Contact Was Held	Whether or not the contact was placed on hold. 1 = yes, 0 = no.
Contact Was Paused	Whether or not the process of recording the contact was paused. 1 = yes, 0 = no.
Contacts	A distinct count of unique contacts.
Contacts Put On Hold	A count of the number of contacts where hold events occur.
Contacts Taken	A count of the number of contacts that were answered.
Has Screen	Whether or not the contact has a screen recording. 1 = yes, 0 = no.
Has Voice	Whether or not the contact has an audio recording. 1 = yes, 0 = no.
ICM Call ID	The Calabrio ONE database ID of an ICM call.
Inbound Contacts	A count of the number of contacts that were inbound.
Is Calibration	Whether or not the contact had a calibration performed on it. 1 = yes, 0 = no.
Is Inbound	Whether or not a call was inbound to the contact center. 1 = yes, 0 = no.
Is PIP	Whether or not the contact is marked for HR. 1 = yes, 0 = no.
Is Reconciled	Whether or not a contact has gone through the reconciliation process to match the audio and screen recordings. 1 = yes, 0 = no.
Is Training	Whether or not a contact is marked for training. 1 = yes, 0 = no.
Line	The extension where the call took place.
Number Called	The dialed number identification server (DNIS) for the call. In other words, the called number.
Outbound Contacts	A count of the number of contacts that were outbound.
Recording Type ID	The Calabrio ONE database ID for the recording type.
Time To Answer (s)	Seconds from the startTime until the agent answered the incoming call.
Video Upload State	Whether or not the contact’s video recording is uploaded to Calabrio ONE. 1 = yes, 0 = no.
Was Answered	Whether or not the call was answered. 1 = yes, 0 = no.

Custom Data

Data field	Definition
Custom Data 01 to Custom Data 20	Custom Data fields are unique to your organization. These fields allow reporting on metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a key to the metadata field on the Metadata Manager page. See Manage custom metadata fields. Custom Data Fields are stored as text data, regardless of whether they contain a number, a date, time, or text. To use these in a formula, you may need to convert their field data type.

Data field

Definition

Custom Data 01 to Custom Data 20

Custom Data fields are unique to your organization. These fields allow reporting on metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a key to the metadata field on the Metadata Manager page. See Manage custom metadata fields.

Custom Data Fields are stored as text data, regardless of whether they contain a number, a date, time, or text. To use these in a formula, you may need to convert their field data type.

Evaluation State

Data field	Definition
Evaluation State ID	The Calabrio ONE database ID for the evaluation state.

Net Promoter Score

Data field	Definition
NPS	The computed Net Promoter Score where results can range from -100 to 100
NPS Cohort	Groups all NPS responses as Detractors, Passives, and Promoters.
NPS Detractors	The total number of survey responses with an NPS result between 0–6 inclusive.
NPS Passives	The total number of survey responses with an NPS result of 7–8 inclusive.
NPS Promoters	The total number of survey responses with an NPS result of 9–10 inclusive.
NPS Response	A response score from 0–10 used in calculating the Net Promoter Score.

Organization

Data field	Definition
Calabrio ONE Hostname	The name of the Calabrio ONE server.
Group Deactivated Date	The date that the group was deactivated in the system.
Group ID	The Calabrio ONE database ID for the group. This ID can be helpful if your organization has multiple groups with the same name.
Group Name	The display name for a collection of teams.
Is Group Active	Whether or not a group is active in Calabrio ONE. 1 = yes, 0 = no.
Is Team Active	Whether or not a team is active in Calabrio ONE. 1 = yes, 0 = no.
Team Activated Date	The date when the team was activated in Calabrio ONE.
Team Deactivated Date	The date when the team was deactivated in Calabrio ONE.
Team ID	The Calabrio ONE database ID for the team.
Team Name	The display name for the collection of agents.

Person

Data field	Definition
ACD ID	The Calabrio ONE database ID of the agent’s ACD system.
ACD Login ID	The Calabrio ONE database ID of the agent’s username for logging in to the ACD system.
AD Login	The agent’s username for logging in to the ACD.
Agent Rank	A number that indicates agent seniority.
Department Start Date	The hire date of the agent in the department, which indicates seniority.
Email	The user's email address.
Employee ID	The Calabrio ONE database ID of the employee.
First Name	The user's first name.
Full Name	The user's full name.
Full Time Equivalent ID	The Calabrio ONE database ID for the agent's FTE designation. For example, the ID for “.6 FTE.” This field comes from Classic WFM.
Is Agent	Whether or not the person is an agent. 1 = yes, 0 = no.
Is Enabled For Scheduling	Whether the user is enabled for scheduling in WFM. 1 = yes, 0 = no.
Is Hotdesk Default User	Whether or not the person is a hotdesk default user. 1 = yes, 0 = no.
Is Person Active	Whether or not a user’s account is active in Calabrio ONE. 1 = yes, 0 = no.
Is Tenant Owner	Whether or not the user is an administrator for their organization’s Calabrio ONE account. 1 = yes, 0 = no.
Last Name	The user's last name.
People	A distinct count of Person IDs. The unique number of people (persons).
Person Activated Date	The date that the person was activated in the system.
Person Deactivated Date	The date that the person was deactivated in the system.
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.
Person Locale	The two-letter code for the language the person is using in Calabrio ONE. For example, EN = English.
Person Peripheral ID	The Calabrio ONE database ID of the person's extension in the ACD.
Person Scheduling End Date	The last day that an agent is scheduled for in Calabrio ONE.
Person Scheduling Start Date	The first day that an agent was scheduled for in Calabrio ONE.
Person Timezone	The user's timezone. For example, America / Chicago.
Staffing Group ID	The Calabrio ONE database ID of the staffing group.
WFM Agent ID	The agent’s ID from WFM. This field currently comes from Classic WFM only. We recommend using the Person ID or Is Agent fields instead.

Predictive Scores

Data field	Definition
Predictive NPS	Computed predictive NPS scores - range from -100 to 100.
Predictive NPS Cohort	Groups all Predictive NPS responses as Detractors, Passives, and Promoters.
Predictive NPS Detractors	Total predicted survey responses scored 0-6 inclusive.
Predictive NPS Passives	Total predicted survey responses scored 7-8 inclusive.
Predictive NPS Promoters	Total predicted survey responses scored 9-10 inclusive.
Predictive NPS Response	Raw predictive NPS score responses.
Predictive Quality Score	Predicted evaluation score.

Sentiment Overall

Data field	Definition
Contacts with Negative Overall Sentiment	The total number of contacts that were assigned an overall negative sentiment.
Contacts with Negative Overall Sentiment (%)	The percentage of contacts that were assigned an overall negative sentiment.
Contacts with Neutral Overall Sentiment	The total number of contacts that were assigned an overall neutral sentiment.
Contacts with Overall Sentiment	The total number of contacts that were assigned an overall sentiment.
Contacts with Positive Overall Sentiment	The total number of contacts that were assigned an overall positive sentiment.
Contacts with Positive Overall Sentiment (%)	The percentage of contacts that were assigned an overall positive sentiment.
Overall Agent Sentiment	The overall sentiment assigned to the agent for the entire interaction.
Overall Agent Sentiment Reason	The reason or explanation for why the agent received that sentiment.
Overall Agent Sentiment Score	The score representing the agent’s overall sentiment.
Overall Sentiment	The overall sentiment assigned to the interaction, taking into account both agent and user contributions.
Overall Sentiment Score	The score representing the overall sentiment for the interaction.
Overall User Sentiment	The overall sentiment assigned to the user for the entire interaction. The user is often the “customer” and represents the channel in the contact that is not the agent.
Overall User Sentiment Reason	The reason or explanation for why the user received that sentiment. The user is often the “customer” and represents the channel in the contact that is not the agent.
Overall User Sentiment Score	The score representing the user's sentiment score for the entire interaction. The user is often the “customer” and represents the channel in the contact that is not the agent.
Predictive Sentiment Channel A (Legacy)	In a call with two audio streams, the predicted sentiment for the person in channel A.
Predictive Sentiment Channel B (Legacy)	In a call with two audio streams, the predicted sentiment for the person in channel B.

System

Data field	Definition
system_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.
system_realm_id	The Calabrio ONE database ID for the Calabrio realm that the tenant is in.
system_team_id	The Calabrio ONE database ID for the team.
system_tenant_id	The Calabrio ONE database ID for the tenant.

Data field	Definition
Subtopic	Topics broken down into subordinate, more granular groups within a broader conversation topic.
Topic	The main reason a customer contacted you, identified by analyzing the entire conversation.
Topic Confidence	A score that shows how confident the system is that this topic is relevant to the contact. Higher values mean the topic is more likely to be accurate.