QM Data for 1.0
QM allows you to monitor and evaluate how well your agents respond to the contacts that they receive.
Audio Recording
When QM is connected to Cisco Webex Contact Center, contacts are created and recorded in Webex Contact Center.
To import a contact, Calabrio ONE first imports contact metadata through an API request. Then, it imports the audio recording through another API request, matches the audio recording with the contact metadata, and associates the contact with the agent who handled it.
When multiple agents handle a contact in Webex Contact Center (for example, when one agent transfers the contact to another agent), Calabrio ONE uses metadata to segment the contact into a matching number of contacts that it then associates with the individual agents involved. Specifically, Calabrio ONE determines when agents were active on the call through Start and End timestamps and segments the contact accordingly. Each resulting contact in Calabrio ONE has its own metadata and audio recording.
It can take up to two hours for Webex Contact Center to make a contact available to Calabrio ONE. Sometimes, it can take longer for the audio recording associated with the contact to be uploaded.
If you double-click a contact that does not yet have an uploaded audio recording, you receive the following message:
However, in this situation, the recording is not in delayed storage, and clicking “Restore” does not cause the recording to be restored. The recording is available for playback only once the audio file upload state changes from “File not yet uploaded” to “File is uploaded.”
The following sections describe how Calabrio ONE segments Webex Contact Center contacts that involve consultations, transfers, or conferences.
Consultations
Calabrio ONE segments the Webex Contact Center contact into two contacts that have the same associated contact ID.
The first contact is associated with the agent who answered the customer’s call, and the second contact is associated with the agent who was brought into the call for a consultation. The recording for the first contact spans the entire length of the customer’s call. The recording for the second contact spans only the length of time that the agents were consulting.
During consultation, Webex Contact Center records the customer only, not the agents.
Calabrio ONE imports a contact where Agent Braun consulted with Agent Hodges for 42 seconds. Calabrio ONE segments this contact into two contacts, 29 and 30.
The recording associated with contact 29 has a duration of 00:02:21, which is the entire length of time that Agent Braun was connected to the customer. The recording associated with contact 30 has a duration of 00:00:42, which is only the length of time that Agent Hodges was consulting with Agent Braun.
Both recordings have the same associated contact ID.
These contacts can be selected and played back one by one with the Media Player. All associated contacts appear in the Associated Contacts tab, where they can also be selected and played back.
Transfers
Calabrio ONE segments the Webex Contact Center contact by the number of times that it was transferred. For each transfer, Calabrio ONE creates a separate contact, and it associates each contact with the agent who handled that segment of the transferred call.
All segments of a transferred call have the same associated contact ID.
Calabrio ONE imports a contact where Agent Braun transferred the contact to Agent Hodges.
Calabrio ONE segments this contact into two contacts, 27 and 28. The recording for contact 27 has a duration of 00:00:44, which is the length of time that Agent Braun was connected to the customer before he transferred the contact to Agent Hodges. The recording for contact 28 has a duration of 00:01:14, which is the length of time that Agent Hodges was connected to the customer before the contact ended.
Both recordings have the same associated contact ID.
These contacts can be selected and played back one by one with the Media Player. All associated contacts appear in the Associated Contacts tab, where they can also be selected and played back.
Conferences
Calabrio ONE segments the Webex Contact Center contact into two contacts that have the same associated contact ID.
The first contact is associated with the agent who answered the customer’s call, and the second contact is associated with the agent who was brought into the call for a consultation and then for a conference. The recording for the first contact spans the entire length of the customer’s call. The recording for the second contact spans only the length of time that the agents were consulting and on the conference call.
During the consultation, Webex Contact Center records the customer only, not the agents. During the conference call, Webex Contact Center records both the customer and the agents.
Calabrio ONE imports a contact from Webex Contact Center where Agent Braun consulted with Agent Hodges and then brought Agent Hodges into a conference call.
Calabrio ONE segments this contact into two contacts, 31 and 32. The recording for contact 31 has a duration of 00:02:09, which is the entire length of time that Agent Braun was connected to the customer. The recording for contact 32 has a duration of 00:01:00, which is only the length of time that Agent Hodges was consulting and then on a conference call with Agent Braun.
Both recordings have the same associated contact ID.
These contacts can be selected and played back one by one with the Media Player. All associated contacts appear in the Associated Contacts tab, where they can also be selected and played back.
The following image shows the Media Player when contact 31 is selected. From the Associated Contacts tab, contact 32 can also be selected and played back.
Contact Metadata
Calabrio ONE does not import any custom metadata from Webex Contact Center 1.0, including the following:
- Call-associated data
- Wrap-up codes
The following table summarizes how contact metadata from Webex Contact Center 1.0 is mapped to equivalent contact metadata in QM.
|
Webex CC |
QM |
|---|---|
| Agent | Last Name, First Name |
| ANI | Calling Number |
| DNI |
Called Number |
| Date | Date, Time |
| User TID | Agent ACD ID |
| Session ID | Associated Contact ID |
Calabrio ONE supports custom metadata mapping for CWCC 2.0. See Sync Metadata to Calabrio ONE for more information.