Contact Metadata dataset
The Contact Metadata 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 Workforce Optimization 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 |
The Workforce Optimization database ID for the recording type. |
|
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 Workforce Optimization. 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 Workforce Optimization database ID for the evaluation state. |
|
Evaluation State Name |
The current evaluation state of a customer contact record. |
Metadata
| Data field | Definition |
|---|---|
| DX Key | The number 1—20 for the item. |
| Metadata Created Date | When the metadata was created on Metadata Manager page. |
|
Metadata Field Display Name |
The name for the metadata field that appears to users in Workforce Optimization. This comes from the Metadata Label field on the Metadata Manager page. |
|
Metadata Field ID |
The Workforce Optimization database ID for the metadata field. |
|
Metadata Field Key Name |
The automatically generated key for the metadata field. This comes from the Metadata Key field on the Metadata Manager page. |
|
Metadata ID |
The Workforce Optimization database ID for the metadata. |
|
Metadata Type ID |
The Workforce Optimization database ID for the metadata type. |
|
Metadata Type Name |
What kind of metadata it is: number, text, or hyperlink. This comes from the Metadata Manager page. |
|
Metadata Updated Date |
The date when the metadata was last updated on the Metadata Manager page. |
|
Value (number) |
For number-type custom metadata, the value for the field in number form. This appears as an integer. |
|
Value (text) |
For custom metadata, the value for the field in text form. For number-type custom metadata, this appears as the word form of the number. |
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 Workforce Optimization 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 Workforce Optimization. 1 = yes, 0 = no. |
| Is Team Active | Whether or not a team is active in Workforce Optimization. 1 = yes, 0 = no. |
|
Realm ID |
The Workforce Optimization database ID for the Provider realm that the tenant is in. |
| Team Deactivated Date | The date when the team was deactivated in Workforce Optimization. |
|
Team ID |
The Workforce Optimization database ID for the team. |
|
Team Name |
The display name for the collection of agents. |
|
Tenant ID |
The Workforce Optimization database ID for the tenant. |
Person
| Data field | Definition |
|---|---|
| ACD ID |
The Workforce Optimization database ID of the agent’s ACD system. |
| ACD Login ID |
The Workforce Optimization 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 Workforce Optimization database ID of the employee. |
| First Name | The user's first name. |
|
Full Name |
The user's full name. |
|
Full Time Equivalent ID |
The Workforce Optimization 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 Workforce Optimization. 1 = yes, 0 = no. |
|
Is Tenant Owner |
Whether or not the user is an administrator for their organization’s Workforce Optimization 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 Workforce Optimization 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 Workforce Optimization. For example, EN = English. |
|
Person Peripheral ID |
The Workforce Optimization database ID of the person's extension in the ACD. |
|
Person Scheduling End Date |
The last day that an agent is scheduled for in Workforce Optimization. |
|
Person Scheduling Start Date |
The first day that an agent was scheduled for in Workforce Optimization. |
|
Person Timezone |
The user's timezone. For example, America / Chicago. |
|
Staffing Group ID |
The Workforce Optimization 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 Workforce Optimization database ID for the person. This field can be helpful if your organization has multiple people with the same name. |
| system_realm_id |
The Workforce Optimization database ID for the Provider realm that the tenant is in. |
| system_team_id |
The Workforce Optimization database ID for the team. |
| system_tenant_id |
The Workforce Optimization database ID for the tenant. |