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 | 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.
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:
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. |
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 |