Subjects

Data as of 05 October 2022
Display name	Description	Caption	Keys	Tags	Attributes	Properties
ACD	Contains information about the Automatic Call Distributor (ACD)	AgentAcdId	AgentAcdId	Analytics
Agent	A Person having the responsibilities of an Agent	AgentfullName	WFMAgentId	Analytics, QM	RESTRICT_ PROPERTY_ FILTERING	Agent IsActive, Agent Rank, AgentfullName, AgentEmail
Application	Application in use during app usage capture	applicationLabel	application	Analytics		applicationLabel, notApproved
Associated Call	This is used to display associated calls in Recording and Quality Management so various legs of the same customer contact can be viewed together.	Associated Call ID	Associated Call ID	Analytics, QM
Calling Number	The automatic number identification (ANI) for a call. In other words, ANI identifies the number of the calling party.	ani	ani	QM
Capture	Application usage capture group	captureid	captureid	Analytics
Channel	Speaker channel as reported by the source system. The number indicating the audio channel on which the phrase was recorded	Channel	Channel	Analytics
Contact	Every incoming, outgoing, or internal call or contact	CCRId	CCRId	Analytics, QM		Predictive Quality Score, Search, Has Screen, Custom Data 01, Has Voice, Custom Data 02, Custom Data 03, Sentiment, Custom Data 04, Custom Data 05, Custom Data 06, Custom Data 07, Custom Data 08, Custom Data 09, Custom Data 10, Custom Data 11, Duration in Seconds, Custom Data 12, Custom Data 13, Custom Data 14, Custom Data 15, Custom Data 16, Custom Data 17, Custom Data 18, Custom Data 19, Custom Data 20, Contact Was Paused, Normalized Predictive Contact Score, Normalized Contact Score, ccr.EvalState, Predictive NPS Response, isCalibration, isPip, isReconciled, isTraining, isInbound, wasAnswered, NPS Response, eachUsedPhrase, Contact Was Held, duration, timeToAnswer, Associated Call ID, icmCallId, callDurationSeconds
Contact Evaluation State	The current evaluation state of a customer contact record.	ccr.EvalState	ccr.EvalState	QM
Contact Type	Group contacts together by type, such as "Call" or "Email"	CcrTypeName	CcrTypeId	Analytics, QM		CcrTypeName
Custom Data 01	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 01	Custom Data 01	Analytics, QM
Custom Data 02	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 02	Custom Data 02	Analytics, QM
Custom Data 03	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 03	Custom Data 03	Analytics, QM
Custom Data 04	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 04	Custom Data 04	Analytics, QM
Custom Data 05	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 05	Custom Data 05	Analytics, QM
Custom Data 06	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 06	Custom Data 06	Analytics, QM	HEADING "Foo"
Custom Data 07	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 07	Custom Data 07	Analytics, QM
Custom Data 08	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 08	Custom Data 08	Analytics, QM
Custom Data 09	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 09	Custom Data 09	Analytics, QM
Custom Data 10	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 10	Custom Data 10	Analytics, QM
Custom Data 11	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 11	Custom Data 11	Analytics, QM
Custom Data 12	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 12	Custom Data 12	Analytics, QM
Custom Data 13	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 13	Custom Data 13	Analytics, QM
Custom Data 14	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 14	Custom Data 14	Analytics, QM
Custom Data 15	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 15	Custom Data 15	Analytics, QM
Custom Data 16	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 16	Custom Data 16	Analytics, QM
Custom Data 17	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 17	Custom Data 17	Analytics, QM
Custom Data 18	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 18	Custom Data 18	Analytics, QM
Custom Data 19	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 19	Custom Data 19	Analytics, QM
Custom Data 20	Custom Data fields allow reporting on Metadata defined in Calabrio ONE. Up to 20 Custom Data fields can be identified by assigning a Data Explorer Key to the Metadata field in the Metadata Manager.	Custom Data 20	Custom Data 20	Analytics, QM
Document	Document in use at the time of app usage capture	documentLabel	document	Analytics		documentLabel, URL
Evaluation	Every evaluation performed on a recording	EvalId	EvalId	QM		totalScore2, Score Is Counted, Evaluation IsDeleted
Evaluation Comment	The text entered as a comment on an Evaluation.	Evaluation Comment Text	Evaluation Comment ID	QM	RESTRICT_ PROPERTY_ FILTERING	Evaluation Comment Text, Evaluation Comment Contact Offset
Evaluation Commenter	The name of the person who added a comment to an Evaluation	Evaluation Commenter Full Name	Evaluation Commenter ID	QM		Evaluation Commenter Full Name
Evaluation Form	Forms used for Evaluations	FormName	EvalFormId	QM		FormName, bandMax1, bandMax2, FormDescription, ScoringType, FormTotalPoints
Evaluation Total Score Cohort	Places evaluation total scores into buckets to evaluate distribution of scores	Evaluation Total Score Cohort	Evaluation Total Score Cohort	Analytics, QM	DROP_HEADING_ PREFIX 4;ALL_ COHORT_VALUES
Evaluation Total Score Dual Cohort	Possible future use - multi-part buckets to account for points and percentage scores	Evaluation Total Score Cohort Dual test	Evaluation Total Score Cohort Dual test	Analytics, QM	DROP_HEADING_ PREFIX 4;ALL_ COHORT_VALUES
Evaluator	A Person who evaluates a call	EvaluatorfullName	EvaluatorId	QM		EvaluatorfullName
Group	A collection of Teams.	Group Name	GroupId	Analytics, QM, CWFM		Group Name, Group IsActive
Contact State	The Contact State shows the status of the agent’s call status at a specific point in time during a desktop capture session.	callState	callState	Analytics
KPI Values	Allows all values, scores, goals and related properties of a single KPI to be displayed in a report. Used when creating KPI reports and related content. Requires a valid KPI to be used as a measure.	KPI Values	KPI Values	Analytics, KPI, QM	CALCULATED_ MEMBERS	KPI Actual Subject, KPI Goal Subject, KPI Score Subject, KPI Actual Delta PCT Subject, KPI Actual Delta Subject, KPI Prior Actual Subject, KPI Prior Score, KPI Score Delta Subject, KPI Time Period Display
Net Promoter Score Cohort	Groups all NPS responses as Detractors, Passives and Promoters	Net Promoter Score Cohort	Net Promoter Score Cohort	Analytics, QM
Net Promoter Score Response	Group by raw NPS response scores	NPS Response Distribution	NPS Response Distribution	Analytics, QM	INT_RANGE_ START 0;INT_RANGE_ END 10
Number Called	The dialed number identification server (DNIS) for the call. In other words the called number.	dnis	dnis	QM
Person	Every individual recorded in the system, such as "Agents," "Supervisors," or other types of users.	Full Name	Person ID	Analytics, QM, CWFM	RESTRICT_ PROPERTY_ FILTERING	Person Peripheral ID, AD Login, IsAgent, Full Time Equivalent ID, ACD Login ID, First Name, Agent IsActive, Person Email, Last Name, Person Activated, Person Deactivated, Agent ID, Employee ID, Full Name
Phrase Confidence Cohort	Places phrase confidence scores into groups to evaluate frequency distribution among those groups	Phrase Confidence Cohort	Phrase Confidence Cohort	Analytics
Phrase Source	Source system where the phrase hit was reported: Transcription, Phonetics, or Text Analytics.	Phrase Source	Phrase Source	Analytics
Position	It is the starting position of the phrase as located in the body of the email, text message, or chat.	position	position	Analytics
Predictive Evaluation Total Score Cohort	Places predictive evaluation total scores into buckets to evaluate distribution of scores	Predictive Evaluation Total Score Cohort	Predictive Evaluation Total Score Cohort	Analytics	DROP_HEADING_ PREFIX 4;ALL_ COHORT_VALUES
Predictive Net Promoter Score Cohort	Groups all Predictive NPS responses as Detractors, Passives, and Promoters	Predictive Net Promoter Score Cohort	Predictive Net Promoter Score Cohort	Analytics
Predictive NPS Response	Group by raw response scores	Predictive NPS Response	Predictive NPS Response	Analytics	INT_RANGE_ START 0;INT_RANGE_ END 10
Question	A question asked on a form	QuestionText	Evaluation Form Question ID2	QM		QuestionText, kpi, PointsFormQuestionPossibleScore, QuestionPossibleScore
Question Label	The actual response selected for a question on a form	label	EvalFormQuestionOptionId	QM		label
Question Label Text Group	This special subject groups Question Labels by the text of the answer to a question instead of its unique ID values.	Question Label Text Group	Question Label Text Group	Analytics, QM
Question Option Type	The type of question asked on a form	Evaluation Form Question Option Type Name	Evaluation Form Question Option Type ID	QM		Evaluation Form Question Option Type Name
Question Text Group	This special subject groups questions by the text displayed in the question, not by its unique ID values.	Question Text Group	Question Text Group	Analytics, QM
Receiver	The receiver of the email or text, usually an email address.	receiver	receiver	Analytics
Recording Event	An instance of a recording event such as pause or hold	RecordingEventId	RecordingEventId	QM		RecordingEvent.duration
Recording Event Type	Groups of recording events, such as pause or hold	Recording Event Type Name	recordingEventTypeId	QM		Recording Event Type Name
Section Name	A part of a form containing questions	SectionName	Evaluation Form Section ID2	QM		SectionName, sectionWeight2
Sender	The sender of the email or text, usually an email address.	sender	sender	Analytics
Sentiment	Positive, Neutral, and Negative sentiment scores applied to contacts, based on applied machine learning analysis.	Sentiment	Sentiment	Analytics
Subject	This is the subject of the email or text.	subject	subject	Analytics
Team	A collection of agents.	Team Name	TeamId	Analytics, QM, CWFM		Team Name, Team IsActive
Timezone	Displays the timezone name. Use with time terms captured in local time.	Timezone Display Name	Timezone ID	Analytics, QM		Timezone Java Name, Timezone UTC Offset, Timezone Display Name
URL	The uniform resource locator associated with documents from web browser applications	URL	URL	Analytics

ACD

Contains information about the Automatic Call Distributor (ACD)

AgentAcdId

Analytics

Agent

A Person having the responsibilities of an Agent

AgentfullName

WFMAgentId

Analytics, QM

RESTRICT_ PROPERTY_ FILTERING

Agent IsActive, Agent Rank, AgentfullName, AgentEmail

Application

Application in use during app usage capture

applicationLabel

application

Analytics

applicationLabel, notApproved

Associated Call

This is used to display associated calls in Recording and Quality Management so various legs of the same customer contact can be viewed together.

Associated Call ID

Analytics, QM

Calling Number

The automatic number identification (ANI) for a call. In other words, ANI identifies the number of the calling party.

ani

QM

Capture

Application usage capture group

captureid

Analytics

Channel

Speaker channel as reported by the source system. The number indicating the audio channel on which the phrase was recorded

Channel

Analytics

Contact

Every incoming, outgoing, or internal call or contact

CCRId

Analytics, QM

Predictive Quality Score, Search, Has Screen, Custom Data 01, Has Voice, Custom Data 02, Custom Data 03, Sentiment, Custom Data 04, Custom Data 05, Custom Data 06, Custom Data 07, Custom Data 08, Custom Data 09, Custom Data 10, Custom Data 11, Duration in Seconds, Custom Data 12, Custom Data 13, Custom Data 14, Custom Data 15, Custom Data 16, Custom Data 17, Custom Data 18, Custom Data 19, Custom Data 20, Contact Was Paused, Normalized Predictive Contact Score, Normalized Contact Score, ccr.EvalState, Predictive NPS Response, isCalibration, isPip, isReconciled, isTraining, isInbound, wasAnswered, NPS Response, eachUsedPhrase, Contact Was Held, duration, timeToAnswer, Associated Call ID, icmCallId, callDurationSeconds

Contact Evaluation State

The current evaluation state of a customer contact record.

ccr.EvalState

QM

Contact Type

Group contacts together by type, such as "Call" or "Email"

CcrTypeName

CcrTypeId

Analytics, QM

CcrTypeName

Custom Data 01