Field | Type | Description |
|---|---|---|
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 | The Emotional Intelligence Score (eiscore) provides a numerical measure of the overall postivity or negativity of the call based on the acoustic and linguistic information within the call ie “what” was said and “how” it was said. All speakers are included in the measure. See clienteiscore and agenteiscore for separate scores for individual speakers. Scores range from -1 to +1:
Alternative weighting conversion Some analysis may require only positive values. An alternative weighting could be from 0 to 1, where 0 would be completely negative, 0.5 neutral and +1 completely positive. To convert the eiscore to a value ranging between 0 and +1, 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. |
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 |