Page Comparison

agenteiscore (“ASat”)

Decimal

As for eiscore, but only for the agent channel, ranging between -1 (very negative) to +1 (very positive), with 0 (zero) being neutral. It can be used as a measure for the overall Agent Satisfaction (“ASat”) on the call by taking into account the words transcribed and the acoustic information.

See eiscore for more information.

agentsentimentcountnegative

Integer

Count of the number of negative and mostly negative phrases made by the agent.

agentsentimentcountnet

Integer

agentsentimentcountpositive less agentsentimentcountnegative.

agentsentimentcountpositive

Integer

Count of the number of positive and mostly positive phrases made by the agent.

agentwordcount

Integer

Number of words in the transcript on the agent channel.

agentwordcountpercent

Integer

agentwordcount divided by wordcount.

clienteiscore (“CSat”)

Decimal

As for eiscore, but only for the client channel, ranging between -1 (very negative) to +1 (very positive), with 0 (zero) being neutral. It can be used as a measure for the overall Client Satisfaction (“CSat”) on the call by taking into account the words transcribed and the acoustic information.

See eiscore for more information.

clientsentimentcountnegative

Integer

Count of the number of negative and mostly negative phrases made by the client.

clientsentimentcountnet

Integer

ClientSentimentCountPositive less ClientSentimentCountNegative.

clientsentimentcountpositive

Integer

Count of the number of positive and mostly positive phrases made by the client.

clientwordcount

Integer

Number of words in the transcript on the client client.

clientwordcountpercent

Integer

clientwordcount / wordcount

company

string

Corresponds to the Company field in Wordbench. Refer to Wordbench Management Guide which can be found in the Media Library on the website.

eiscore

Decimal

Each utterance is given an emotional intelligence descriptive value ranging from Positive to Negative.

To translate these descriptive values into a number, each value is assigned a number as set out below.

• positive = +1

• mostly_positive = +0.5

• neutral = 0

• mixed = 0

• mostly_negative = -0.5

• negative = -1

Each utterance is weighted by its duration (as a per cent of total utterance time).

eiscore is the sum of these weighted values.

Current settings will result in scores from -1 to +1

Note:  eiscore = weighted sum of agenteiscore and clienteiscore.

Alternative weighting conversion

Some analysis may require only positive values. An alternative weighting could be from 0 to 1, such as:

• positive = +1

• mostly_positive = +0.75

• neutral = +0.5

• mixed = +0.5

• mostly_negative = +0.25

• negative = 0

To convert the eiscore to a value using the above weightings, simply divide the value by 2 and add 0.5. That is:

eiscore (alternative weighting) = (eiscore / 2) + 0.5

folder

string

Corresponds to the Folder field in Wordbench. Refer to Wordbench Management Guide which can be found in the Media Library on the website.

insert_time

value

Date and time the database was populated.

insertid

string

Unique identifier to link the tables together within the database.
This is also the Primary Key for this table.

organisation

string

Corresponds to the Organization field in Wordbench. Refer to Wordbench Management Guide which can be found in the Media Library on the website.

sentimentcountnegative

Integer

Count of the number of negative and mostly negative phrases made in the call on both channels.

Note: sentimentcountnegative = agentsentimentcountnegative + clientsentimentcountnegative

sentimentcountnet

Integer

sentimentcountpositive less sentimentcountnegative

sentimentcountpositive

Integer

Count of the number of positive and mostly positive phrases made in the call on both channels.

Note:  sentimentcountpositive = agentsentimentcountpositive + clientsentimentcountpositive