Subjects

Subjects control how you want the business metrics (measures) grouped in a report. These are text fields that are used as category-style groupings, such as a team, a queue, or a department in your business.

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