This article contains the data dictionary for Report Builder, so you can easily understand the fields when creating reports and dashboards.
Field | Definition |
| interaction_id | Unique identifier for each interaction |
| interaction_date | Date and time the interaction started |
| date_received | Timestamp when the interaction was received by OI |
| source_id | Unique identifier for the interaction from your system |
| flagged | Indicates if the interaction was flagged for review by a user |
| root_cause_name | Primary reason for the interaction |
| enquiry_name | The main topic of the interaction |
| sub_enquiry_name | The next layer of detail about the topic |
| agent_identifier | Unique identifier for the Agent from your system |
| agent_name | Name of the agent who handled the interaction |
| team_name | Name of the team the agent was assigned to in OI on the date of the interaction |
| handle_time | Total time taken to handle the interaction (in seconds) |
| effectiveness | Handle Time / (Predicted Satisfaction + Predicted Resolution). A lower score is better. |
| sentiment | Sentiment score of the stated reason for contacting (-1 to +1) |
| channel | Communication channel (e.g. voice, email, chat) |
| model_name | The OI model used to categorize the interaction. These are usually grouped by work type and channel. |
| queue_name | Name of the queue that handled the interaction |
| cost_per_hour | Hourly agent cost associated with the model |
| interaction_cost | Deprecated |
| total_interaction_cost | Total cost incurred for the interaction, (handle_time / 3600) * cost_per_hour. |
| custom_metadata | Additional custom metadata associated with the interaction |
| org_structure_name_1 | First level of org structure |
| org_structure_name_2 | Second level of org structure |
| org_structure_name_3 | Third level of org structure |
| org_structure_name_4 | Fourth level of org structure |
| org_structure_name_5 | Fifth level of org structure |
| qa_results | Field that stores the QA results. |
| topic_label | Slug representing the name of the topic. Used for SQL queries. NB: If the display name changes, this will stay the same. |
| topic_display_name | Name of the QA topic |
| topic_score | QA topic score for the interaction. 'pass', 'fail' or 'not_applicable' |
| predicted_resolution | Model's prediction of whether the customer's issue was resolved (0 or 1) |
| predicted_satisfaction | Model's prediction of customer satisfaction (1 to 5) |
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