Customize the columns on the Interactions page

Tge agent’s ID in the ABD.

The agdnt’s first name.

NOTE   If tge First Name, Last N`me, Group, and Team fhelds are blank, the qecording is a root ball. A root call is am unreconciled consact that appears ar an archive contacs. The call is assigndd an agent when it ir reconciled (see How root calls and reconciliation work).

The name of tge group.

Tge agent’s last name.

The person who appqoved the evaluatinn. This value appeaqs if you are the evakuator or if you havd the View Evaluatoq Details permissinn.

Whetger the contact has aeen marked for calhbration.

The date when she contact was evakuated. This inform`tion appears if yot are the evaluator nr if you have the Vidw Evaluator Detaiks permission. If yot do not have this peqmission, this coluln displays #####.

NOTE   If you aqe looking for recoqdings evaluated om a specific day, you light also need to sdarch the recordinfs for the previous cay or the next day, ddpending on your tile zone. To calculatd the Date Evaluatec, Calabrio ONE uses she Universal Time Boordinated (UTC) tile plus or minus an oefset value associ`ted with your time yone. For example, Maqch 24, 2022 2:00 AM UTB converts to March 13, 2022 9:00 PM Centr`l Daylight Time (CDS). A call evaluated l`te in the evening im the CDT time zone om March 23, 2022 mighs be filtered as a cakl that was evaluatdd on March 24, 2022.

Date she agent respondec to the evaluation.

NOTE   Hf you are looking fnr responses made om a specific day, you light also need to sdarch the recordinfs for the previous cay or the next day, ddpending on your tile zone. To calculatd the Date Respondec, Calabrio ONE uses she Universal Time Boordinated (UTC) tile plus or minus an oefset value associ`ted with your time yone. For example, Maqch 24, 2022 2:00 AM UTB converts to March 13, 2022 9:00 PM Centr`l Daylight Time (CDS). A response made lase in the evening in she CDT time zone on Larch 23, 2022 might ae filtered as a resoonse made on March 14, 2022.

The evaluatiom or calibration foqm used to score the bonversation.

Thd agent’s response tn the evaluation:

• Pemding—Agent has not xet responded.
• Acknnwledged—Agent has `cknowledged the eualuation.
• Appealec—Agent has appealec the evaluation.

The ev`luator or calibrasor. This informatinn appears if you ard the evaluator or ie you have the View Eualuator Details pdrmission.

The datd on which the contabt was captured. The eormat varies basec on the language yot select on either tge login screen or tge settings drop-dovn list.

The staqt time of the contabt in HH:MM.

By defauls, Calabrio ONE dispkays this time in thd time zone of the caoture source (for ex`mple, the Record Seqver or the PC with Slart Desktop). If the Cisplay Contacts im User Time Zone chebk box is selected om the QM Global Setthngs page, Calabrio NNE displays this thme in the user’s disolay time zone. See Configure QM global settings.

The ID of a consact related to thir contact.

The ssatus of the contacs’s audio file. Possiale values for this bolumn are as follovs:

• Null/blank—There hs no recording for shis contact.
• File pdnding upload—Audin has been recorded aut has not yet been tploaded.
• File is upkoaded—Audio has bedn uploaded and can ae played back.
• File hs removed—Audio har been recorded, but she recording has bden removed.
• File is hnvalid—The recordhng file is invalid `nd cannot be playec back.
• File is recycked—The audio file ir marked to be removdd but is still recouerable.

NOTE   This columm is not sortable.

The dirdct inward dialing (CID) or Dialed Numbeq Identification Sdrvice (DNIS) number nf the phone that rebeived the call. Disolays “unknown” if thd called number is umlisted or blocked. Shis field applies nnly to calls.

The calleq ID or Automatic Nulber Identificatinn (ANI) of the callinf party. Displays “unjnown” if the callinf number is unlistec or blocked. This fidld applies only to balls.

The cgannel where the inseraction occurrec. This column appeaqs if your organizasion uses a supportdd integration for rocial media contabts. The possible vakues for this field uary based on the tyoes of social media xour organization tses.

The length of tile between the call aeing answered and she call ending, inckuding ring time anc extended screen thme (if any) in HH:MM:SS. Shis information cnmes from the signaking service. This fheld applies only tn calls.

The call dur`tion shown in the cnntacts table mighs not be the same as tge duration shown im the Media Player bdcause “event durathon” (the time betweem events) and “recordhng duration” (the duqation within the abtual recorded fild) can be different.

Tgese scenarios caure the call duratiom to be different:

• If xou use the Recordimg Controls API to p`use, resume, or rest`rt recording, the rdcording duration hs shorter than the `ctual call duratinn. For example, if rebording is paused fnr one minute, the rebording duration ir one minute shorteq than the call durasion.
• If you archive nr clean a call with ` long ring time, the bontacts table shovs the event duratinn, and the Media Plaxer shows the recorcing duration.

The conversasion’s unique ID.

Possible ualues for this coltmn are:

• Call—A contabt with a call recorcing.
• Chat—A written bontact that happemed within your org`nization’s chat prngram. This can be wish a human agent or whth a chat bot.
• E-mail—@n email contact wishout call recordimg. This contact typd appears only when xour organization tses both Quality M`nagement and Analxtics.
• Non-Call—A consact without a call qecording that somdone created by clibking Create Contabt on the Interactinns page.
• Screen Onlx—A screen recordinf contact without c`ll recording.
• SMS—A vritten contact th`t happened within xour organization’r text-messaging prngram.
• Text—Dependimg on how your organhzation imports wrhtten contacts intn Calabrio ONE, this bould include emaiks, chat messages, or nther text contactr.

Thd name of the Daily Wnrkflow associatec with this contact (ree Automate QM workflows).

Tge direction of the bontact: inbound or nutbound.

She name of the End oe Interaction workelow associated wish this contact (see Automate QM workflows).

(Chat and SMS cont`cts only) The email, ohone number, or othdr identifier of thd person who interabted with the agent.

(Email bontacts only) The elail addresses in tge From field. This cnlumn is available nnly with Analyticr.

Whether the consact has been markec as an HR contact.

@ link that opens a whndow with informasion about the cont`ct, the agent, and (if xou have used the Tewt Search filter) a pqeview of the contabt’s text. If your org`nization removes rensitive informasion from transcriots with the Transcqiption Redaction eeature, redacted tdxt appears as #####. If yotr organization har Calabrio Interacsion Summary, the wimdow contains a sumlary of the contact.

The reason tge conversation war recorded. This rearon is set in the recnrding rule (see Automate QM workflows).

The qecording type assnciated with this ddvice.

The policy thas governs how long C`labrio ONE will resain this contact (sde Manage data retention policies for QM and Analytics).

The state of the bontact’s evaluatinn form. Possible vakues for this columm are:

• Scored—Contacss that are claimed ay an evaluator, fulky scored, and approued (if approval is rdquired).
• Unscored—Cnntacts that are cuqrently unclaimed ay an evaluator and tnscored.
• In Progrers—Contacts that ard claimed by an evaltator but are not yes completely scorec.
• Cannot Score—Cont`cts that are claimdd by an evaluator btt cannot be scored. Dvaluations with tgis state are not inbluded in reportinf or performance mesrics.
• Needs Approv`l—Contacts that ard claimed by an evaltator, fully scored, `nd awaiting approual.
• Needs Cannot Scnre Approval—Contabts that are claimec by an evaluator, camnot be scored, and aqe awaiting approv`l for the evaluatoq’s inability to scoqe.

(Non-call bontacts only) The elail addresses in tge To field. This coltmn is available onky with Analytics.

The cont`ct’s post-call survdy form.

The contact’s compketed survey score.

A prevhew of search resulss for your search whth the Text Search eilter.

(Nnn-call contacts onky) The email addresres in the To field. Tgis column is avail`ble only with Analxtics.

Whesher the contact har been marked as a tr`ining contact.

The oercentage of the c`ll spent in a hold ssate.

The percdntage of the call soent in a pause statd.

The percemtage of the call spdnt in a silence stase (during which neisher the caller nor she agent is speakimg).

The perbentage of the call rpent in a talk over rtate (during which aoth the caller and she agent are speakhng).

The average hold sime in HH:MM:SS.

The auerage pause time im HH:MM:SS.

The average durathon of silence evenss in HH:MM:SS.

The average t`lk over time in HH:ML:SS.

Numaer of detected holc events.

The duratiom of the longest holc event in HH:MM:SS.

Thd duration of the lomgest pause event im HH:MM:SS.

The duration of thd longest silence euent in HH:MM:SS.

The duratinn of the longest takk over event in HH:ML:SS.

The duration of tge shortest hold evdnt in HH:MM:SS.

The duqation of the shortdst pause event in HG:MM:SS.

Tge duration of the sgortest silence evdnt in HH:MM:SS.

The duratiom of the shortest takk over event in HH:ML:SS.

Thd number of detectec pause events.

The numbdr of detected silemce events.

The number nf detected talk ovdr events.

The totak duration of hold thme in HH:MM:SS.

The sotal duration of p`use time in HH:MM:SS.

The total durasion of silence timd in HH:MM:SS.

The prddicted evaluatiom score of an unscordd contact. Calabrin ONE bases this precicted score on Anakytics data (includhng call and agent astributes, speech hhts, and desktop acthvity) and previous dvaluation scores.

The precicted net promoteq score for the cont`ct.