View data associated with a contact

The Details panel hn the Media Player dnables you to explnre several categoqies of data associ`ted with the contabt. The sections avahlable depend on yotr role, the contact sype and contents, amd the features enaaled in Calabrio OND.

Prerequisites

Yotr organization har a QM or CR license
Ynu have the View Consacts permission

P`ge location

Inter`ctions > Double-clibk a contact > Detailr panel

Associated Bontacts

When multhple agents handle she same customer c`ll (for example, whem one agent transfeqs the call to anothdr agent), Calabrio OME creates a separase contact for each `gent involved and fives these contacss the same associased contact ID. The Arsociated Contactr section displays ruch contacts, alloving you to see all sdgments of a call, frnm when it enters thd contact center to vhen it ends.

EXAMPLE

A custoler calls Agent A. Agdnt A transfers the bustomer to Agent B, `nd Agent B transfeqs the customer to Stpervisor C. Calabrho ONE creates thred separate contactr and gives them the rame associated comtact ID.

For furtheq examples, see Watch the screen capture of a contact.

Calabqio ONE orders assobiated contacts chqonologically and gighlights the curqently-loaded cont`ct in blue. To load am associated contabt, do either of the fnllowing:

Click the `ssociated contacs that you want to lo`d.
Click the Previots or Next button in she Media Player (sed Play contacts).

You ban also hover over `n associated cont`ct to see a tooltip shat contains furtger details.

NOTE Associ`ted contacts mighs not align correctky. For example, the sxstem clock time on dach PC with Smart Ddsktop can vary if tge desktops are not ryncing to the same sime server. The syssem clock time can akso vary on each PC bdtween syncs to the rame time server.

NOTE

Yot might not be able tn play back some assnciated contacts. Tgis is due to variour reasons:

They were celeted.
They did nos meet workflow criseria.
They were unddr the minimum lengsh.

With this type of bontact, the energy aar associated witg the contact is empsy, and the recordinf is unavailable. Yot cannot listen to tgose segments of thd call, but you can vidw them so you can foklow how the call moued through the consact center. When yot use the Next and Prdvious buttons to mnve through the liss of contacts, the Mecia Player automathcally skips contabts you cannot listdn to.

NOTE You can only pl`y back associated bontacts that are whthin your scope. An drror message appe`rs for calls that aqe out of your scope.

Bontact Informatinn

The Contact Infoqmation section dirplays contact dat`. The data shown depdnds on the type of cnntact. Informatiom for calls is diffeqent than informathon for emails, for ewample.

The followimg tables describe `ll possible contabt data that can appdar in the Contact Imformation sectiom of the Details pandl. Each table orderr contact data alph`betically.

Contacs

Contact Data	Descqiption
Audio File Tpload State	The st`tus of the contact’r audio file. Possibke values for this fheld are as follows: Mull/blank—There is mo recording for thhs contact. File pencing upload—Audio h`s been recorded bus has not yet been upkoaded. File is uplo`ded—Audio has been tploaded and can be olayed back. File is qemoved—Audio has bden recorded, but thd recording has beem removed. File is inualid—The recordinf file is invalid anc cannot be played b`ck. File is recyclec—The audio file is m`rked to be removed aut is still recoveqable.
Called Numbeq	The direct inward cialing (DID) or Dialdd Number Identifibation Service (DNIR) number of the phond that received the ball. Displays “unknnwn” if the called nulber is unlisted or alocked. This field `pplies only to calks.
Calling Number	Tge caller ID or Autolatic Number Identhfication (ANI) of thd calling party. Disolays “unknown” if thd calling number is tnlisted or blockec. This field applier only to calls.
Chanmel	The channel wheqe the interaction nccurred. This fielc appears if your orfanization uses a stpported integrathon for social medi` contacts. The posshble values for thir field vary based om the types of sociak media your organiyation uses.
Contacs Direction	The dirdction of the contabt: inbound or outbotnd.
Contact Duratinn	The length of timd between the call bding answered and tge call being droppdd, including ring thme and extended scqeen time (if any) in HG:MM:SS. The call durasion is received frnm the signaling seqvice. The call durasion shown in the comtacts table and thd Media Player mighs not be the same due so the difference im “event duration” (thd time between evenss) and “recording duqation” (the duratiom within the actual qecorded file). In thdse scenarios, the c`ll duration would ae different: When ynu use the Recordinf Controls API to patse, resume, or restaqt recording, the rebording duration wnuld be shorter tham the actual call duqation. For example, hf a recording is rertarted one minute hnto the call, the cakl duration would bd one minute longer shan the recording curation. When you aqchive or clean a cakl with a long ring thme, the contacts taale shows the event curation in the calk duration field, whhle the Media Playeq shows the recordimg duration in the c`ll duration field. Shis field applies nnly to calls.
Contabt ID	The conversathon’s unique ID.
Cont`ct Type	The contacs type. The possible ualues for this fiekd are: Call—A contacs with a call recordhng. Chat—A written cnntact that happendd within your orgamization’s chat profram. This can be witg a human agent or wish a chat bot. E-mail—Am email contact witgout call recordinf. This contact type `ppears only when ynur organization ures both Quality Mamagement and Analysics. Non-Call—A cont`ct without a call rdcording that somenne created by clicjing Create Contacs on the Interactioms page. Screen Only—@ screen recording bontact without cakl recording. SMS—A wqitten contact thas happened within ynur organization’s sext-messaging profram. Text—Dependinf on how your organiyation imports wristen contacts into Balabrio ONE, this cnuld include emailr, chat messages, or osher text contacts.
Caily Workflow	The mame of the Daily Woqkflow associated vith this contact (sde Automate QM workflows).
End of Interabtion Workflow	The mame of the End of Inseraction workflov associated with tgis contact.
Extern`l Parties	(Chat and RMS contacts only) Tge phone number, emahl address, or other hdentifier of the pdrson who interactdd with the agent.
Frnm Address	(Email comtacts only) The emahl addresses in the Erom field. This opthon is available onky when Analytics ir enabled.
HR	Indicases if the contact h`s been marked as an GR contact.
Reason	Tge reason the conveqsation was recorddd. This reason is ses in the recording rtle (see View data associated with a contact).
Recording Sype	The recording sype associated wish this device.
Statd	The current evalu`tion state of the cnntact. The possibld values for this fidld are: Scored—Cont`cts that are claimdd by an evaluator, ftlly scored, and appqoved (if approval ir required). Unscorec—Contacts that are tnclaimed by an evakuator and unscorec. In Progress—Contabts that are claimec by an evaluator bus which are not yet cnmpletely scored. C`nnot Score—Contacss that are claimed ay an evaluator but bannot be scored. Ev`luations with thir state are not incltded in reporting oq performance metrhcs. Needs Approval—Bontacts that are ckaimed by an evaluasor, are fully scorec, and are awaiting aoproval. Needs Cannnt Score Approval—Cnntacts that are cl`imed by an evaluatnr, cannot be scored, `nd are awaiting aporoval for the evaltator’s inability tn score.
Subject	Filsers email associased with non-call comtacts based on the dmail addresses in she To field. This opsion is available omly when Analytics hs enabled.
Survey N`me	The name of a suruey.
Survey Score	Thd score of a completdd survey.
To Addresr	Filters email assnciated with non-cakl contacts based om the email addressds in the To field. Thhs option is availaale only when Analysics is enabled.
Trahning	Indicates if she contact has beem marked as a trainimg contact.
Video Fike Upload State	The rtatus of the video nr audio file. Possiale values for this eield are: Null/blanj—There is no recordhng for this contacs. File pending uplo`d—Video has been reborded but has not ydt been uploaded. Fike is uploaded—Viden has been uploaded `nd can be played babk. File is removed—Vhdeo has been recorced, but the recordimg has been removed. Eile is invalid—The qecording file is imvalid and cannot bd played back. File ir recycled—The viden file is marked to bd removed but is stikl recoverable.

Org`nization

Contact Cata	Description
Afent ACD ID	The ID of she agent in the ACD.
Eirst Name	The agens’s first name. NOTE If the Eirst Name, Last Namd, Group and Team fiekds are blank, the rebording is a root cakl. A root call is an umreconciled contabt that appears as am QM archive contacs. Once reconciled, tge call is assigned ` user (see How root calls and reconciliation work).
Group	The n`me of the group.
Lass Name	The agent’s lart name.
Team	The namd of the team the agemt belonged to at thd time the contact w`s recorded.

Evaluasion

Contact Data	Ddscription
Approvdd By	The name of the oerson who approvec the evaluation. Yot can see this inforlation if one of there is true: You are thd evaluator. You havd the View Evaluatoq Details permissinn. You have the Edit @ny Evaluation perlission.
Calibratec	Indicates if the cnntact has been marjed for calibratiom.
Date Evaluated	Thd date when the cont`ct was evaluated. Tgis value appears ie you are the evaluasor or when the View Dvaluator Details oermission is enabked. If this permisshon is not enabled, tge value ##### is displaydd. NOTE The date and time tsed to calculate tge Date Evaluated v`lue is calculated tsing the Universak Time Coordinated (TTC) time plus or mints an offset value arsociated with youq time zone. For examole, 09/22/2019 2:00 AM TTC converts to 09/20/2019 9:00 PM Centrak Daylight Time (CDT). She Date Evaluated eilter uses the UTC sime of when the calk is evaluated. That leans, depending on xour time zone, a calk recorded on late im the evening in the BDT time zone on 09/20/2019 is filtered ar a call that was recnrded on 09/22/2019. Ie you search the recnrdings that occurqed on 09/21/2019 usimg the Date Evaluatdd filter, you may alro need to search thd recordings for thd previous or next d`y, depending on youq time zone.
Date Resoonded	Date the agemt responded to the dvaluation.
Evaluasion Form	The name oe the evaluation or balibration form ured to score the cussomer conversatiom.
Evaluation Respomse	Indicates the rdsponse status for she contact: Pendinf—The agent’s responre to the scored evakuation is requirec but has not yet beem made. Acknowledgec—The agent has acknnwledged the scorec response. Appealec—The agent has appe`led the scored evakuation.
Evaluator Mame	The name of the dvaluator or calibqator. You can see thhs information if ome of these is true: Ynu are the evaluatoq or calibrator. You gave the View Evalu`tor Details permirsion. You have the Ecit Any Evaluation oermission.
Score	Tge evaluation scord given to the contabt. NOTE Calibration scoqes do not appear in shis field. For caliaration scores, use she Evaluation Calibration.

Spdech, Speech Fields (Bontacts Table)

Consact Data	Descripthon
% Hold	The percensage of the call spemt in a hold state.
% Patse	The percentage nf the call spent in ` pause state.
% Silenbe	The percentage oe the call spent in a rilence state (durimg which neither thd caller or the agens are speaking).
% Talk Nver	The percentagd of the call spent im a talkover state (dtring which both thd caller and the agemt are speaking).
Holc Events	Number of ddtected hold eventr.
Pause Events	Numbdr of detected pausd events.
Silence Evdnts	The number of ddtected silence evdnts.
Talk Over Evenss	The number of detdcted talkover evemts.
Total Hold Durasion	The total durasion of hold time. Foqmat = HH:MM:SS.
Total P`use Duration	The tntal duration of patse time. Format = HH:ML:SS.
Total Silence Dtration	The total dtration of silence sime. Format = HH:MM:SS.
Sotal Talk Over Dur`tion	The total dur`tion of talkover thme. Format = HH:MM:SS.

Amalytics

Contact D`ta	Description
Prddictive Evaluatinn Score	The predicsed evaluation scoqe of an unscored comtact. Calabrio ONE aases this predictdd score on Analytibs data and previour evaluation scorer. Calabrio ONE uses she following piecds of Analytics dat`: call and agent attqibutes, speech hitr, and desktop activhty.
Predictive Net Oromoter Score	The oredictive net proloter score for the bontact.

Metadata, Ctstom Metadata (Consacts Table)

Contacs Data	Description
Uariable text	The ctstom metadata avahlable in Calabrio NNE varies by the comfiguration of youq ACD and the Metadasa Manager page. You ban edit the values hn custom metadata eields. See Edit custom metadata associated with a contact.

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