Evaluation Comments dataset
The Evaluation Comments dataset contains the following data:
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. |
| 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 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 |
|
Time To Answer (s) |
Milliseconds from the startTime until the agent answered the incoming call. |
|
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 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. |
|
Evaluated Date |
The date when the contact was evaluated. |
|
Evaluated Timezone |
The timezone of the person who evaluated the contact. |
|
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 ID |
The Calabrio ONE database ID for the evaluation state. |
|
Evaluation State Name |
The current evaluation state of a customer contact record. |
|
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 Evaluation Deleted |
Whether or not an evaluation score is deleted. 1 = yes, 0 = no. |
Evaluation Comment
| Data field | Definition |
|---|---|
| Comment Created Date | The date when someone added a comment to an evaluation. |
| Comment Created Timezone | The timezone of the person who added a comment to an evaluation. |
| Comment Group ID | A comment group is a collection of comments, one of which is a response to another. Comment Group ID allows parent and child comments to be associated. |
| Comment Text | The text of the comment that someone added to an evaluation. |
| Comment Updated Date | The date when the comment on an evaluation was updated. |
| Commenter Email | The email address of the person who added a comment to the evaluation. |
| Commenter Full Name | The full name of the person who added a comment to the evaluation. |
| Commenter ID | The Calabrio ONE database ID of the person who added a comment to an evaluation. |
| Commenter Team ID | The Calabrio ONE database ID of the team that the person who added a comment to the evaluation belongs to. |
| Contact Offset | The offset from the start of the contact when the comment was created. |
| Evaluation Comment ID | The Calabrio ONE database ID of the comment on an evalaution form. |
| Evaluation Comments | This is a distinct count of the number of Evaluation Comments. |
| Evaluation Question Description | The explanation text that accompanies a question in an evaluation form. This text helps the evaluators understand the question. |
| Evaluation 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. |
| Evaluation Question Text | The text of a question in an evaluation form. |
| Evaluation 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. |
| Evaluation Section Name | The name of a section within an evaluation form. |
|
Parent Comment ID |
The Calabrio ONE database ID for the comment that is a parent to another comment on an evaluation form. Usually child comments are responses to parent comments. |
|
Question Possible Score |
Potential score for a single question in a section on a form. |
Evaluation Form
| Data field | Definition |
|---|---|
| Evaluation Form ID | The Calabrio ONE database ID for an evaluation form. |
| Evaluation Forms | Total number of forms. |
| 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 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 Status ID |
The Calabrio ONE database ID for the evaluation form's publication status. |
|
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. |
| Avg Evaluation Score | The average of the score per evaluation as a key performance indicator |
| Evaluation Scoring Band | A field to indicate where an Evaluation's score falls against the Exceeds/Meets/Below bands set for the Form used in an Evaluation. |
| Evaluation Total Score Cohort | Places evaluation total scores into buckets to evaluate distribution of scores. |
| Evaluation Total Score Dual Cohort | Multi-part buckets to account for points and percentage scores. |
| Form Applicable Points |
The number of points possible in a form, excluding “not applicable” (N/A) answers. You can use this field to remove questions answered as N/A from the total points possible on a form so that agents' scores are not artificially lowered. |
| Form Total Points | The total number of points possible in the evaluation form. |
| 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. |
| Normalized Contact Score |
The score for an evaluation as a percentage normalized across points vs 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 |
|---|---|
| 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. |
|
Realm ID |
The Calabrio ONE database ID for the Calabrio realm that the tenant is in. |
| 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. |
|
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. |
| 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. |
| 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 or not a person can be scheduled 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. |
|
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
| 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. |