Sentiment Details dataset
The Sentiment Details 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. |
Evaluation State
| Data field | Definition |
|---|---|
| Evaluation State ID | The unique identifier for each evaluation state. |
|
Evaluation State Name |
The name of 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 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. |
| 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. |
Sentiment Details
| Data field | Definition |
|---|---|
| Message End Date | The date and time when the message ended. |
| Message End Offset (s) | The number of seconds from the start of the contact until the message ends. |
| Message ID | The unique identifier for the message within the contact. |
| Message Sequence | The order of the message in the conversation. |
| Message Start Date | The date and time when the message started. |
| Message Start Offset (s) | The start of the contact to when the message started, in seconds. |
| Sent By Agent | Indicates if the message was sent by the agent (1 = yes, 0 = no). |
| Sent By User | Indicates if the message was sent by the customer/user (1 = yes, 0 = no). |
| Sentiment | The sentiment of the message, showing if it is positive, neutral, or negative. |
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. |
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. |
Trending Topics (CI)
| 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. |