Data Hub — AcmeHealth

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Synthetic voice/chat contacts per member — call metrics, disposition, and a full transcript. Click 🔊 Narrate on any call to have it read aloud in distinct agent/member voices using your browser’s built-in speech engine (free, no account, works offline). Use ↻ to reroll the transcript wording. See the field reference at the bottom of this tab.

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Field Reference

What every field on a call record means. Each maps to a column in CALL_CENTER.csv, keyed to the member by GUID / DIGITALID / MRN prefix so call behavior lines up with their web, email, and survey activity.

Identity & Context

Field	Meaning
CALL_ID	Unique identifier for this individual call / contact.
CALL_DATE	Date and time the call took place.
DIRECTION	Inbound (the member called us) or Outbound (we called them — e.g. a voicemail follow-up).
CHANNEL	How they reached us: Voice, Chat, or IVR (the automated phone menu).
QUEUE / SKILL	The department / skill group the call routed to (e.g. Pharmacy, Claims & Billing).
AGENT_ID	The representative who handled the call. Blank when a call is abandoned before an agent connects.

Outcome

Field	Meaning
CALL_REASON	Why the member contacted us — their intent / topic.
DISPOSITION	How the call ended: Resolved, Escalated, Transferred, Callback Scheduled, Abandoned, or Voicemail.
FCR	First Contact Resolution — `Y` if fully solved on this one call with no follow-up, otherwise `N`. A core contact-center quality KPI.

Time Metrics (all in seconds)

Field	Meaning
WAIT (S)	Time the member spent in the queue before an agent answered. This is the member’s wait — it is not counted in Handle time.
TALK (S)	Time actively talking with the agent.
HOLD (S)	Time the member was placed on hold mid-call.
WRAP (S)	After-call work — time the agent spent finishing notes / tasks after hanging up.
TRANSFERS	Number of times the call was handed to another agent or department.
HANDLE (S)	Average Handle Time (AHT) — computed, read-only = Talk + Hold + Wrap. The total agent effort per call.

Experience

🔬 Lab note: Sentiment and CSAT are intentionally left blank on auto-generated calls. On Day 4 of the training lab we’ll try to get a sense of these ourselves — deriving them from the call transcripts (e.g. running sentiment analysis on the raw dialogue) rather than having them pre-filled.

Field	Meaning
SENTIMENT Day 4	The member’s overall emotional tone — Positive, Neutral, or Negative.
CSAT (1–5) Day 4	Post-call customer-satisfaction survey score, 1 (worst) to 5 (best).

Content

Field	Meaning
TRANSCRIPT	The full multi-turn agent / member dialogue. Click 🔊 Narrate to hear it read aloud; it carries the raw emotional signal we’ll analyze on Day 4.