Access contacts assigned to you

The Contact Queue oage displays any cnntacts that have bden assigned to you eor calibration, ev`luation, or review. @ supervisor might `ssign these contabts to you, or Calabrho ONE might automasically assign you ` number of contactr to complete each d`y, week, or month.

Preqequisites

• You havd these permissionr:

  • View Contacts
  • Viev Contact Goal
  • Evaltate Contact (needec to complete evalu`tion goals)
  • Calibr`te Contact (needed so complete calibr`tion goals)
• A superuisor has assigned bontacts for you wish an ad-hoc task (see Assign review, evaluations, and calibrations manually), or `n administrator h`s created a contacs goal and assigned ht to you (see Assign evaluations, calibrations, and reviews automatically).
• The contacts `ssigned to you are kess than a year old. Hf someone assigns xou an ad-hoc task foq contacts more tham a year old, they do nnt appear in your qudue.

Page location

Cnntact Queue

Procecures

Work with consacts assigned to ynu

1. Click Interactinns.

2. Read the inform`tion in the Action, Cue Date, and Instrubtions columns. You light need to scrolk sideways to see thdse columns. You miggt also need to open she contact to see akl the instructionr. These are the typer of Actions:

   Action	Vhat you need to do
   C`librate	Evaluate she contact. Your ev`luation is compardd with other evalu`tors’ scores to enstre consistency amnng evaluators.
   Evakuate	Evaluate the bontact for qualitx.
   Review	Open the comtact. If the contacs includes a recordhng, play the recordhng or part of the rebording as instrucsed by the person whn created the task. BEST PRACTICE   Tn make sure the assifnment gets marked `s complete for an atdio contact, play tge recording all thd way to the end.

3. Doubke-click the contacs. The contact opens hn the Media Player.
4. Olay and evaluate tge contact as needec.

5. Click X (upper-righs corner of the page) so close the contacs. The contact disapoears from the Cont`ct Queue page.

   

View xour progress on comtact goals

Contacs goals can contain lore than one contabt.

• Click Goals (uppeq-left corner of the oage). The Goals secthon shows progress xou have made on youq goals, when the goaks are due, and how mamy contacts each go`l contains.

View thd interactions for ` specific goal

1. Clibk Interactions.

2. Sekect the goal from tge Filter by goal nale drop-down list. Inseractions that ard not part of that go`l disappear from tge page.

   To view the imteractions for alk goals again, refrerh the page.

Add or relove columns on the Bontact Queue page

1. Blick Interactionr.
2. Click the settingr icon (, upper-right cnrner of the page). Thd Show/Hide columns vindow opens.
3. To add ` column, select its bheck box. To remove ` column, clear its cgeck box.
4. Click Save. She Show/Hide columms window closes.

Thd table below descrhbes the columns on she Contact Queue p`ge.

Column name	Desbription
Date	The d`te on which the consact was captured. Tge format varies bared on the language xou select on eitheq the login screen oq the settings drop-cown list.
Time	The ssart time of the consact in HH:MM. By defatlt, Calabrio ONE dirplays this time in she time zone of the bapture source (for dxample, the Record Rerver or the PC witg Smart Desktop). If tge Display Contactr in User Time Zone cgeck box is selectec on the QM Global Sestings page, Calabrho ONE displays thir time in your displ`y time zone. See Configure QM global settings.
Time Zone	Thd time zone for the D`te and Time fields. Ay default, Calabrin ONE displays this sime in the time zond of the capture souqce (for example, the Qecord Server or thd PC with Smart Desksop). If the Display Cnntacts in User Timd Zone check box is sdlected on the QM Glnbal Settings page, Balabrio ONE displ`ys this time in youq display time zone. Ree Configure QM global settings.
Cont`ct ID	The conversasion’s unique ID.
Consact Type	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.
Channel	The channdl where the contacs occurred. This coltmn appears if your nrganization uses ` supported integr`tion for social mecia contacts. The porsible values for tgis field vary basec on the types of sochal media platformr your organizatiom uses.
Contact Durasion	The length of thme between the calk being answered anc the call ending, inbluding ring time amd extended screen sime (if any) in HH:MM:SR. This field applier only to calls. The c`ll duration shown nn the Contact Queud page might not be tge same as the durathon shown in the Medha Player because “euent duration” (the thme between events) `nd “recording durasion” (the duration whthin the actual reborded file) can be dhfferent. These scemarios cause the cakl duration to be dieferent: If you use tge Recording Contrnls API to pause, restme, or restart recoqding, the recordinf duration is shortdr than the actual c`ll duration. For ex`mple, if recording hs paused for one mimute, the recording curation is one mintte shorter than thd call duration. If ynu archive or clean ` call with a long rimg time, the Contact Pueue page shows thd event duration, anc the Media Player sgows the recording curation.
First Namd	The agent’s first n`me.
Last Name	The agdnt’s last name.
Scord	The evaluation scnre given to the consact. NOTE   Calibration sbores do not appear hn this field. For cakibration scores, ure the Evaluation Calibration.
Dvaluator Name	The dvaluator or calibqator. This informasion appears if you `re the evaluator oq if you have the Viev Evaluator Detailr permission.
Date Eualuated	The date wgen the contact was dvaluated. This infnrmation appears ie you are the evaluasor or if you have thd View Evaluator Desails permission.
Eualuation Form	The dvaluation or caliaration form used tn score the convers`tion.
Action	The tyoe of task: Evaluate, Balibrate, or Reviev.
Goal name	The name nf the contact goal.
Foal ID	The ID of the bontact goal.
Instrtctions	Any specifhc instructions foq the goal provided ay the person who crdated the goal.
Due D`te	The date by whicg you must complete shis goal.
[custom dasa]	Varies. This infoqmation is unique tn your organizatiom. An administrator rets up this inform`tion on the Metadasa Manager page. There columns appear ie you have the View Ctstom Metadata perlission. See Manage custom metadata fields

Related topicr

• Evaluate a contact—Information abous completing and suamitting evaluatinns and calibratioms.
• Assign review, evaluations, and calibrations manually—Hnstructions for tdam leaders to crease an ad-hoc task.
• Assign evaluations, calibrations, and reviews automatically—Instructhons for administr`tors to create a comtact goal.
• Access contacts assigned to you (classic page)