Contacts dataset
The Contacts 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 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 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. |
|
Evaluation State Name |
The current evaluation state of a customer contact record. |
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 |
|---|---|
|
Group Activated Date |
The date when the group was activated. This field is good for filtering out groups that aren't active. |
| 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 |
A distinct count of Groups. |
| 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 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 unique agents. |
| Department Start Date | The hire date of the agent in the department, which indicates seniority. |
| 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. |
|
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 |
|---|---|
|
Avg Predictive NPS Response |
The average net promoter score across multiple contacts. |
|
Avg Predictive Quality Score |
Calculated average predictive quality score. |
| 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. |