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The Wordbench text analytics tool “scores” each call according to the apps or models that are created. Out-of-the-box apps include:

  • Agent Scorecard

  • Customer Experience

  • Call Drivers

These apps may be customized and additional apps created.

Table 1 captures the scores for these apps within one json object (see scorecard field definition in Table 1).

Table 5 extracts the data within the scorecard json object to make it more readily accessible.

Field

Type

Description

app_name

String

Name of the application created in the Wordbench text analytics tool.

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.

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.

path

String

Shows the Categories and Sub-categories sitting under the app_name field.

There will be a row for each Category and Sub-category within each app.
For example, the Customer Experience app scores, inter alia, Negative Experience. Under Negative Experience, scores are provided for customers who are Angry, Confused, etc. Hence, for any one call, there will be a row for:

  • Negative Experience

  • Negative Experience/Anger

  • Negative Experience/Confusion

value

Varies

Value of the field corresponding to the path name.

 

 

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