Raw Agent Notes and Call Metrics Dataset

Columns

• RecordID: Primary identifier for the specific interaction record.
• CustomerInteractionRawText: The notes manually written by the agent while speaking with the customer, often containing casual shorthands and spelling mistakes.
• AgentAssignedTopic: The category of the issue assigned by the agent from a list of topics (e.g., Checking IMEI status, Port Out); subject to potential assignment error.
• LocationID: A numeric representation indicating the customer's location.
• CallDurationSeconds: The duration of the call measured in seconds.
• AgentID: Unique identifier for the customer service agent handling the call.
• CustomerID: Unique identifier for the customer involved in the interaction.

Distribution

• Format: CSV
• Size: 10.25 kB
• Structure: 7 columns, 103 records (100% valid entries for key columns like RecordID and CustomerInteractionRawText).

Usage

• Training Conversational AI and chatbots for customer support contexts.
• Enhancing Interactive Voice Response (IVR) containment flow.
• Multiclass classification of customer issues based on raw text input.
• Analysing agent note-taking patterns and shorthand usage in a telecom setting.

Coverage

• Geographic: Contains anonymised location data (LocationID ranges).
• Demographic: Telecom service subscribers and customer support agents.
• Scope: Covers interactions related to service enquiries, technical status checks (e.g., IMEI), and porting requests.

License

Who Can Use It

• Data Scientists developing Natural Language Processing models for customer service.
• Telecom Business Analysts monitoring common support topics and agent performance metrics.
• Machine Learning Engineers working on text classification and sentiment analysis.

Dataset Name Suggestions

• Telecom Agent-Customer Interaction Notes
• Customer Service Conversational Topics Corpus
• Telecom Support Call Logs and Topics
• Raw Agent Notes and Call Metrics Dataset

Attributes