| Variable | Definition |
| callid | unique identifier for voice call |
| call_date | date of voice call |
| agent_id | 4-digit unique identifer for agent on voice call |
| agent_skill | Skill of agent: service is 1st level, resolution is 2nd level (certain enquirt types are transferred from service to resolution teams) |
| call_duration | Total duration of voice call in seconds |
| total_silence | Total duration of silence on call in seconds |
| total_silence_weighted | Total duration of silence on call wegihted by call duration |
| agent_crosstalk_weighted | Total duration of agent talking over the top of customer weighted by call duration |
| agent_to_cust_index | Ratio of duration of agent talking to customer talking on voice call |
| sentiment_score_agent | Modelled score of agent sentiment based on words spoken on voice call (higher the score the more positive the sentiment) |
| sentiment_score_cust | Modelled score of customer sentiment based on words spoken on voice call (higher the score the more positive the sentiment) |
| net_consultant_rating | Score between 0 (poor) to 10 (excellent) on customer's rating of the agent's performance on the call from immediate post call survey. This score can be grouped into 3 intervals (0-6=detractors, 7-8=passives, 9-10=promoters) |
| net_promoter_score | Score between 0 to 10 on how likely would the customer recommend company ABC to friends and colleagues from immediate post call survey. Realtes to customers overall satisfaction of products or services and customers loyatly to the brand |
| nps_group | Interval groups from the net_promoter_score: (0-6=detractors, 7-8=passives, 9-10=promoters). Detractors are more likely to churn and have lower spend, while promoters tends to have more spend and loyalty. Within a group variable (ie a team, skill, agent, state) the overall NPS is an index of the percentage of promoters - percentage of detractors and can be positive or negative (-100 to +100) |
| first_call_resolution | Did the agent resolve the customer's enquiry on the call (Y or N) |
| state | State when memebrship is active |
| package | Type of cover: hospital and extras cover, hospital only cover, extras only cover, ambulance only cover |
| family_type | Family type segement of membership (single, couple, family, family plus) |
| tenure | Number of continuous years with HI membership |
| status | status of membership at time of the call (active, ceased, suspended [overseas/financial hardship]) |
| segment_group | Clustered segement group based on number of lives, ages and family type |
| overseas_flag | Flag if policy is for overseas vistors cover or overseas student cover |
| lives_on_membership | Total number on persons on membership |
| adults_on_membership | Total number of adults on membership |
| children_on_membership | Total number on children on membership (this can include depedants aged 21-25) |
gladyss
CC_DEFINITIONS.xlsx
