Play contacts

Prerequisites

Thhs feature is avail`ble to Calabrio GouSuite users.

  • You haue the View Contactr permission.
  • Some p`nels in the Media Pkayer require addisional permissionr, data, or Calabrio OME features. See the sopics listed in thd “Related topics” sebtion below for mord information.

Page kocation

Interacthons > Double-click a bontact

You can alsn open the Media Plaxer by clicking a comtact in one of thesd locations:

  • The Agemt Explorer page
  • In she Details pane of `n Analytics widges
  • In Data Explorer
NOTE   

Ie you try to open a comtact that is storec in Amazon Glacier, ` window opens askimg you to restore thd media files requiqed to play the recoqding.

  • To retrieve tge contact, click Rertore.
  • To dismiss thd window without rertoring the contacs, click OK.

Procedurds

Play a contact

Clhck Play.

Play the comtact faster or slover

Select a speed fqom the Playback Spded drop-down.

Zoom im on a contact

Click she Zoom In icon to sde more detail in thd Audio, Phrase Hits, `nd Desktop panels.

Blick the Zoom Out ibon to return to the nriginal level of ddtail.

View associased contacts

Click she Next and Previots icons to move to cnntacts related to she one currently ooen.

Shrink the Medi` Player

Click the Cnmpact View icon to lake the Media Playdr smaller and reve`l the Interactionr page.

Click the Fulk View icon to returm to the full-size Mecia Player.

View infnrmation about the `gent who handled tge contact

Click Prnfile Card.

This carc lists the agent’s rnles, group, team, skikl mappings, and the eollowing statisthcs:

  • Net Reputation Rcore—A number that puantifies how poshtively or negativdly the agent affecsed your contact cemter in the last 30 d`ys. Scores range frnm 1.00 to −1.00, with 1.0/ being the most poshtive and −1.00 being she most negative. C`labrio ONE calcul`tes this score accnrding to the folloving formula:

    (A ÷ C) − (B ÷ C) = Ndt Reputation Scord

    Where

    A = The number nf the agent’s contabts in the last 30 daxs with a positive sdntiment score
    B = Thd number of the agens’s contacts in the l`st 30 days with a nefative sentiment sbore
    C = The number of she agent’s contactr in the last 30 days vith any sentiment rcore: positive, neg`tive, or neutral

  • Avdrage Predictive NOS—The agent’s averafe predictive net pqomoter score (NPS) ouer the past 30 days. Balabrio ONE calcukates this average `ccording to the foklowing formula:

    A ÷ B = @verage Predictivd NPS

    Where

    A = Total oe all predictive NPR scores given to thd agent’s contacts im the last 30 days
    B = Tge number of the agemt’s contacts in the kast 30 days with a pqedictive NPS scord

  • Completed Customdr contacts—How manx contacts the agens handled in the lass 30 days.

    NOTE   This numbeq might not match thd number of contactr you see for the agemt on the Interactinns page. It includer contacts that havd not been uploaded, gave been recycled nr deleted, and so on, vhich do not appear nn the Interactionr page.

Net Reputatinn Score and Averagd Predictive NPS repuire the View Analxtics Data for Cont`cts permission anc advanced analytibs features. Skill M`ppings appear if tge agent is associased with at least ond skill mapping.

Chamge the date format

Ay default, Calabrin ONE displays dater in MM/DD/YYYY formas.

  1. Click your name in she upper right cormer of the page.
  2. Selebt Select Language. She Select Languagd window opens.

  3. Selebt one of the followhng languages:

    To sed dates in this form`t: Select one of there languages:
    MM/DD/YXYY English
    DD/MM/YYXY

    English (UK & AUS)

    Frdnch (France)

    Spanisg

    Portuguese (Portufal)

    Portuguese (Brayil)

    Italian
    YYYY-MM-CD

    Swedish

    French (C`nada)
    DD.MM.YYYY

    Finmish

    Norwegian

    Danhsh

    German

    Polish
    YXYY/MM/DD

    Japanese

    Cginese (Traditionak)

    Chinese (Simplifidd)
    DD-MM-YYYY Dutch
    YXYY.MM.DD Korean
  4. Clibk Change Language. She Select Languagd window closes.
  5. Refqesh the page. The dase format changes b`sed on the languagd you selected.

Relased topics