Customize what you see on the Interactions page

The Interactions page shows you a ton of information, probably more than you need. Here’s how to narrow down what you see to what’s actually helpful for you.

Filter your recordings

By default, the Interactions page shows all your contacts from the past month. Filters help you narrow down your contacts to ones you are interested in. You have many different filters to choose from.

Example: Show only contacts from the past week that have been evaluated

How did you do this week? Did you do just as well with Martian callers as you did with earthlings?

  1. Click the filters icon (top left of the page). The filters panel opens.

  2. (Optional) Click Reset to load the default filters.
  3. Click Date Range. A drop-down list appears.
  4. Select Past Week from the drop-down list.
  5. Click Apply. The Interactions page shows your evaluated contacts from the past week.

Example: Show only contacts with a high score

Sometimes, it feels good to look back through your best work. When you’re up for a raise, reviewing your high scores can help you prove that you’re great with callers from all planets.

  1. Click the filters icon (top left of the page). The filters panel opens.

  2. (Optional) Click Reset to load the default filters.
  3. (Optional) Click Date Range and select a different range from the drop-down list.
  4. Click Add Filter. The Choose Filters window opens.
  5. From the Available column, click Score.
  6. Click Update Filters. The Choose Filters window closes, and the Score filter appears in the filters panel.
  7. Click Score.
  8. Select Greater than from the Operator drop-down list.

  9. Enter a score that is slightly less than a high score in the Score field.

    EXAMPLE   You can earn up to 100 points on an evaluation, but 90 points is still a good score. You enter “89” in the Score field.

  10. Click Apply. Evaluations with a high score appear.

Example: Show only contacts that were evaluated yesterday

This filter set lets you keep on top of your latest evaluations.

  1. Click the filters icon (top left of the page). The filters panel opens.

  2. (Optional) Click Reset to load the default filters.
  3. Click Add Filter. The Choose Filters window opens.
  4. From the Available column, click Date Evaluated.
  5. Click Update Filters. The Choose Filters window closes, and the Date Evaluated filter appears in the filters panel.
  6. Click Date Evaluated.
  7. Select yesterday as both the Start and End date.
  8. Click Apply. The Interactions page shows contacts that were evaluated yesterday.

NOTE   If you save this set of filters (see Save your filters), you will need to update the Date Evaluated every day.

Save your filters

Saving your filters lets you name a set of filters to use later. You can create many different filter sets to quickly see different types of contacts.

IMPORTANT   You must use at least one of these filters: Contact ID, Date Range, or Specific Date. For more information about the different kinds of filters, go to Extra info part 1: Filters.

  1. When you have your filters just the way you want them, click the save icon next to the Filter Set drop-down list. The Save Filter Set window opens.

  2. Enter a name for the filter set (for example, This Week’s Evaluations) in the New Filter Set Name field.
  3. Click Save. The Save Filter Set window closes, and the name for the filter set appears in the Filter Set drop-down list. If you create more filter sets, you can use them later by selecting them from the Filter Set drop-down list.

Show, hide, or rearrange columns

The Interactions page gives you a ton of information about each contact, but you probably don’t need it all. Hide some of the columns so that you don’t have to scroll sideways through this page.

For more information about the different kinds of columns, go to Extra info part 2: Columns.

  1. Click the List options icon (top right corner of the screen). A drop-down list appears.
  2. Click Show/Hide columns in the drop-down list. The Show/Hide Columns window opens.
  3. Click an item under Shown columns to move it to Hidden columns. Repeat until the Shown columns section shows only the information you want.
  4. Click Apply. The Show/Hide Columns window closes.
  5. (Optional) Click and drag columns to rearrange them.

Extra info part 1: Filters

The table below explains the filters on the Interactions page that are probably most relevant to you. For information about filters not listed here, see the Calabrio ONE User Guide.

*You must use at least one of these filters.

Filter What it looks for How to use it

Contact ID*

The ID for the contact

Enter the exact number in the field.

Contact Type

The type of contact

Select from Call, Non-Call, Screen Only, Email, and Text. You can select more than one.

Date Evaluated

When the contact was evaluated

Select the start date and end date. To narrow down to one day, select the same date for the start date and the end date.

Date Range*

When the contact was recorded

Select Today, Yesterday, Past Week, Past Month, or Past Year.

Direction

Whether the contact was inbound or outbound

Select Inbound or Outbound.

Evaluation Form

The form that was used to score your work for the contact

Select the form from the drop-down list. Every company has its own set of forms. Ask your supervisor if you’re not sure which one to pick.

Evaluation Response

Your response to the evaluation

Select Pending Response, Acknowledged, or Appealed. You can select more than one.

Evaluator Name

The person who scored your work for the contact

Enter the person’s first and last name (or part of the name) in the fields.

Organization

The group, team, or agent who handled the contact

Select the group, team, or agent from the drop-down list. (In some organizations, you can only use the Agent drop-down list.)

Phone Number

Either your number or the number that called you

Enter the number (or part of the number) in the field.

Recording Flags

Contacts that have been marked or tagged

Select Tagged, HR, or Training. You can select more than one.

Score

Your evaluation score for the contact

Select Less than, Equals, or Greater than from the Operator drop-down list. Enter the score in the Score field.

Specific Date*

When the contact happened

Select the start date and end date. To narrow down to one day, select the same date for the start date and the end date.

State

Where the contact is in the evaluation process

Select Scored, Unscored, In Progress, Cannot Score, Needs Approval, or Needs Cannot Score Approval. You can select more than one. You can’t see In Progress evaluations of your own work.

Time Range

The time of day that the contact happened

Select the start time and end time. Use this filter alone to find contacts that happened at this time on any date. Combine this filter with the Specific Date filter to find contacts that happened at a specific time on a specific date.

Extra info part 2: Columns

The tables below explain the columns on the Interactions page that are probably most relevant to you. For information on columns not listed here, see the Calabrio ONE User Guide.

Organization columns: These columns provide general information.
Column name What it shows you

Group Name

The group you belong to

Team Name

The team you belong to

 

Contact columns: These columns provide information about the contact.
Column name What it shows you

Called Number

Your phone number

Calling Number

The caller’s phone number

Contact ID

The ID for the contact

Contact Type

The type of contact: call, email, screen only, or text (chat)

Direction

Whether the contact was inbound or outbound

HR

Whether the contact was marked for HR

State

The contact’s evaluation status: Scored, Unscored, In Progress, or Needs Approval

Training

Whether the contact has been marked to be used in training

 

Date columns: Just what they sound like, these columns give you information about when a contact happened.
Column name What it shows you

Date

The date when the contact was recorded

Time

The time when the contact started

 

Evaluation columns: These columns give you information about quality reviews that scored your work on contacts.
Column name What it shows you

Date Evaluated

When the contact was evaluated

Evaluation Form

The form that was used to score your work for the contact

Evaluation Response

Whether you have responded to the evaluation. “Pending” means that you need to respond.

Evaluator Name

The person who scored your work for the contact

Score

The score for the contact