Evaluation Section Scores dataset

The Evaluation Section Scores 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 users can see all parts of the same customer contact together. EXAMPLE If a customer calls and the call is transferred from one agent to another agent, both parts of the conversation share the same Associated Call ID so you can view them together.
Audio Upload State	Status of the audio upload for the contact (for example, recycled, removed, or uploaded).
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	Identifier for the type of recording associated with the contact.
Time To Answer (s)	Seconds from the startTime until the agent answered the incoming call.
Video Upload State	Status of the video upload for the contact (for example, recycled, removed, or uploaded).
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 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 Additive Score	The total points score for a form down to the question level.
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 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 State ID	The Calabrio ONE database ID for the evaluation state.
Evaluation State Name	The current evaluation state of a customer contact record.
Evaluation Total Score	The percentage or number of points earned in the 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.
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 = yes, 0 = no.
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 Evaluation Deleted	Whether or not an evaluation score is deleted. 1 = yes, 0 = no.
Is Manual Evaluation	Whether the evaluation was manually created by a human evaluator. 1 = yes, 0 = no.
Manual Evaluations	The total number of evaluations manually scored by a human evaluator.
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.

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 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 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 total possible points available for the form.
Is Default Form	Whether or not the form is used for predictive analytics. 1 = yes, 0 = no.

Evaluation Form Section

Data field	Definition
Form 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.
Form Section Name	The name of a section within an evaluation form. This comes from the Section Title field on the Evaluation Form Manager page.
Form 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.
Form Section Weight	The extent to which a section in an evaluation form contributes toward the total score on the form.
Is Section Score Overridden	Whether the section score was manually overridden by a human evaluator. 1 = yes, 0 = no.
Normalized Section Score	The section score shown as a percentage, regardless of scoring type.
Section Applicable Points	The total score points applicable to the section.
Section Score	The score assigned to the section.
Section Score Status	Whether the section score is valid or not applicable. Values: NA or Valid.

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.

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 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 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.

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.