Contacts with Phrases and Evaluations dataset

The Contacts with Phrases and Evaluations dataset contains the following data:

Contact Date

Data field	Definition
Contact Created Date	The date the contact record was created in the Calabrio ONE database.
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 Updated Date	The database date stamp when the last change was made to the contact record. For example, adding custom metadata to the contact.

Contact Measures

Data field	Definition
Avg Contact Duration (s)	The sum of contact durations divided by the number of contacts.
Contact Duration (ms)	The duration of the call from time answered to time dropped, in milliseconds.
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 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 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.
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.
Inbound Contacts	A count of the number of contacts that were inbound.
Outbound Contacts	A count of the number of contacts that were outbound.
Paused Contacts	A count of the number of contacts where pause events occur.
Time To Answer (s)	Seconds from the startTime until the agent answered the incoming call.

Contact Properties

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 ID	The unique identifier for every interaction.
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.
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.
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.
Screen Upload State	Whether or not the contact's screen recording is uploaded to Calabrio ONE. 1 = yes, 0 = no.
Survey Send Status	Whether or not a post-contact survey was sent for the contact. 1 = yes, 0 = no.
Was Answered	Whether or not the call was answered. 1 = yes, 0 = no.

Contact Type

Data field	Definition
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.

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 twenty 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 twenty 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

Data field	Definition
Approver Email	The email address of the person who approved the evaluation.
Approver Full Name	The name of the person who approved the evaluation.
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.
Auto Evaluations	The total number of evaluations automatically scored by artificial intelligence.
Evaluated Date	The date when the contact was evaluated.
Evaluation Created Date	The date an evaluation was created, in UTC format.
Evaluation ID	The Calabrio ONE database ID for a completed evaluation.
Evaluation Response Date	The date when the agent responded to an evaluation of a contact they handled.
Evaluation Response State ID	The Calabrio ONE database ID for the evaluation response's state.
Evaluation Response State Name	The state of the agent’s response to the evaluation.
Evaluation State	The current status of the evaluation.
Evaluation State ID	The Calabrio ONE database ID for the evaluation state.
Evaluation Type	Identifies the evaluation as either MANUAL or AUTO.
Evaluations	Total number of evaluations.
Evaluator Email	The email address of the person who evaluated the contact.
Evaluator Full Name	The full name of the person who evaluated the contact.
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.
Is Auto Evaluation	Whether the evaluation was automatically created by artificial intelligence. 1 = true, 0 = false.
Is Manual Evaluation	Whether the evaluation was manually created by a human evaluator. 1 = true, 0 = false.
Manual Evaluations	The total number of evaluations manually scored by a human evaluator.

Evaluation Form

Data field	Definition
Evaluation Form ID	The Calabrio ONE database ID for an evaluation form.
Evaluation Response Type ID	The Calabrio ONE database ID for the evaluation response type.
Evaluation Response Type Name	The type of evaluation response from the agent: acknowledged or appealed.
Form Applicable Points	The total score points applicable to the form.
Form Band Max 1	The maximum score that falls within the Needs Improvement scoring band.
Form Band Max 2	The maximum score that falls within the Meets Expectations scoring band.
Form Description	The description for the form. This comes from the Form Description field on the Evaluation Form Manager page.
Form Name	The name of the form. This comes from the Form Name field on the Evaluation Form Manager page.
Form Scoring Type ID	The Calabrio ONE database ID for the form's scoring type. Forms are either Percentage or Points.
Form Scoring Type Name	The way in which the form calculates scores. Scoring types are either Percentage or Points.
Form Status Description	The publication status of the evaluation form.
Form Total Points	The maximum possible score points for the form.
Is Default Form	Whether or not the form is used for predictive analytics. 1 = yes, 0 = no.

Evaluation Score

Data field	Definition
Additive Score	The total points score for a form down to the question level.
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.
Is Score Overridden	Whether or not the score for an evaluation question was changed from the automatically assigned value. 1 = yes, 0 = no.
Normalized Evaluation Score	The score for an evaluation as a percentage normalized across points versus percentage-based forms. This field lets you compare evaluation scores across both points forms and percentage forms.
Total Score	The score earned for a contact.

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 Activated Date	The date that the group was activated in the system.
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.
Groups	Collections 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.
Realm ID	The Calabrio ONE database ID for the Calabrio realm that the tenant is in.
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.
Teams	A distinct count of unique teams.
Tenant ID	The Calabrio ONE database ID for the tenant.

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.
Agents	A distinct count of agents.
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.
Enabled For Scheduling	Whether the user is enabled for scheduling in WFM. 1 = yes, 0 = no.
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 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.
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.

Phrase use

Data field	Definition
Phrase	Phrases are one or more words that are configured to be recognized in calls.
Phrase Category	A collection of Phrases.
Phrase Channel	For calls with multiple audio streams, the channel in which the phrase was spoken.
Phrase Confidence	Confidence rating from 0-100 indicating match.
Phrase End Offset (s)	The number of seconds from the end of the contact where the phrase occurred.
Phrase 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.
Phrase Source	Source system where the phrase hit was reported: Transcription, Phonetics, or Text Analytics.
Phrase Start Offset (s)	The number of seconds from the start of the contact where the phrase occurred.
Phrase Use Date	The date when the phrase was used in a contact.
Phrases	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.
Unique Phrases	Count of unique phrase hits. EXAMPLE The word “hello” is said four times in one call, and no other phrases that Analytics is configured to recognize are said. This field counts all four instances of “hello” as one unique phrase and contains the number 1 for this call.

Predictive Scores

Data field	Definition
Avg Predictive NPS Response	The average of all raw predicted NPS score responses.
Avg Predictive Quality Score	The average of all predicted evaluation quality scores.
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

Data field	Definition
Contacts with Negative Sentiment	Count of Contact IDs with negative sentiment score.
Contacts with Negative Sentiment (%)	Percentage of Contact IDs with a negative sentiment score among those contacts with a sentiment score.
Contacts with Neutral Sentiment	Count of Contact IDs with a neutral sentiment score.
Contacts with Positive Sentiment	Count of Contact IDs with a positive sentiment score.
Contacts with Positive Sentiment (%)	Percentage of Contact IDs with a positive sentiment score among those contacts with a sentiment score.
Contacts with Sentiment	Count of Contact IDs with a sentiment score.
Predictive Sentiment Channel A	In a call with two audio streams, the predicted sentiment for the person in channel A.
Predictive Sentiment Channel B	In a call with two audio streams, the predicted sentiment for the person in channel B.
Sentiment Cohort	Groups all sentiment scores into Positive, Negative, or Neutral.
Sentiment Score	A decimal value that represents the sentiment of the contact. For example, -.33 or .56.

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.