Configure storage profiles for QM and Analytics

On the Storage Profiles page, you can choose which storage location Calabrio ONE uses to store a team’s audio and screen recordings and Analytics data, based on the age of the recording and data files. This lets you keep older recordings and Analytics data that you do not need to access immediately in long-term, lower-cost storage locations while keeping newer recordings and data in storage locations that cost more but allow immediate or instant access.

Also, you can associate a compression rate for audio recordings with each storage location. This lets you lower your storage costs by converting audio recordings into higher-compression file types when they are moved into longer-term storage locations.

Page location

Application Management > Global > System Configuration > Storage Profiles

Storage overview

Calabrio ONE Cloud uses intelligent tiering for storage with a single price per GB per month for your total usage. New files and files that have been accessed recently are available immediately. Older files that have not been accessed recently are retrieved from a slightly slower storage tier that they may have been moved to. Older files typically only take a few seconds to be retrieved.

Understanding storage profiles

A storage profile is assigned to a team either by default or manually, and the policies in that storage profile determine where the recordings and Analytics data associated with that team’s users are stored.

Calabrio ONE can have up to two preconfigured storage profiles: Default Storage Profile and WAV Storage Profile.

You can select one storage profile as the default. The default storage profile is automatically assigned to all teams that have not had a storage profile manually assigned to them. If you change the default storage profile, the storage profile of all teams that have been assigned to a default storage profile also changes. Teams that have been manually assigned to a storage profile are not affected by the change of the default storage profile.

Root recordings use the default storage profile only. (See How root calls and reconciliation work.)

For more information about how to manually assign a storage profile to a team, see Manage teams for QM and Analytics.

Understanding storage policies

A storage profile is made up of at least one storage policy. A policy controls the following:

  • The storage location where the audio recordings, screen recordings, and Analytics data associated with a storage profile are kept
  • How long the recordings and data are kept in the storage location
  • The compression rate of the audio recordings that are associated with a storage profile

If you select different Media Quality compression rates for a storage profile’s policies, audio recordings are converted when they change storage locations.

You can change the media quality of the default policy, but you cannot remove it, and you cannot edit its Audio, Screen, or Analytics fields.

Each policy contains the following fields.

Once a policy takes effect, Calabrio ONE places the recordings and Analytics data associated with the storage profile in the policy’s storage location.

Storage locations have the following types.

NOTE   The system administrator configures the locations and types that are available.

  • ($$)—The storage is in a medium-cost location. Recordings and Analytics data stored in locations of this type can be accessed immediately.
  • ($$$)—The storage location is high-cost network storage. Recordings and Analytics data stored in locations of this type can be accessed instantly.

The order of a storage profile’s policies determines the order that Calabrio ONE stores recordings and Analytics data in each storage location:

  • Top—Calabrio ONE begins by storing recordings and Analytics data in this policy’s storage location.
  • Middle—Calabrio ONE stores recordings and Analytics data in a middle policy’s storage location after it stores them in the storage location of the policy above but before it stores them in the storage location of the policy below.
  • Bottom (Default)—Calabrio ONE finishes by storing recordings and Analytics data in this policy’s storage location.

The Audio field controls how long (in days, months, or years) Calabrio ONE stores audio recordings in a policy’s storage location. The maximum amount of time that Calabrio ONE can store audio recordings for all the policies in a profile appears in the Total Available Storage field.

The Media Quality field controls the compression rate of audio recordings in a policy’s storage location:

  • Low Compression (WAV)
  • Med Compression (Opus - Stereo)

  • High Compression (Opus - Mono)

    NOTE   From Calabrio ONE Version 10.3.1 onward, Low Compression (WAV) is the default. Audio recordings created before the release of Version 10.3.1 are stored in Med Compression (Opus - Stereo).

If you select different media quality compression rates for the policies in a storage profile, audio recordings are converted when they change storage locations. Order the policies in a storage profile so that audio recordings are converted from a lower to a higher compression rate. Calabrio ONE can convert audio recordings from a higher to a lower compression rate, but doing so does not improve the quality of audio recordings.

The Screen field controls how long (in days, months, or years) Calabrio ONE stores screen recordings in a policy’s storage location. The maximum amount of time that Calabrio ONE can store screen recordings for all the policies in a profile appears in the Total Available Storage field.

The Analytics field controls how long Calabrio ONE stores Analytics data in a policy’s storage location. The maximum amount of time that Calabrio ONE can store Analytics data for all the policies in a profile appears in the Total Available Storage field.

Procedures

Create a new storage profile

The order that you add policies to a storage profile determines their order on the page. The default policy is always below all other policies. When you add a new policy, Calabrio ONE inserts it above the default policy and below any policies that you have added already. You cannot reorder policies after you add them.

NOTE   Root recordings use the default storage profile only. (See How root calls and reconciliation work.)

  1. Select Create a new storage profile.
  2. In Name, enter a unique name for this storage profile.

  3. (Optional) If you want this storage profile to be automatically assigned to all teams that do not have a storage profile manually assigned, select Default.

    NOTE   Only one storage profile can be the default. When you make a storage profile the default, it replaces the current default storage profile.

  4. Configure the default policy.

  5. (Optional) Click Add storage policy for each policy that you want to add, and then configure the policies.

    NOTE   To create a policy that moves files without changing the file format, select No change (move only) from the Media Quality drop-down list. If you are working with the default storage profile, this option is not available for the top policy on the page. (This is because the top policy is the default, and the default policy needs to control storage, not movement.) For more information about how to configure policies based on their order, see Understanding storage policies.

  6. Click Save.

Edit an existing storage profile

You can edit the storage policies in an existing storage profile, but you cannot reorder them.

  1. Select Edit an existing storage profile.
  2. Select the storage profile that you want to edit.
  3. (Optional) To change the name of the storage profile, edit the Name field.

  4. (Optional) If you want this storage profile to be automatically assigned to all teams that do not have a storage profile manually assigned, select Default.

    NOTE   You cannot manually clear the Default check box on the current default storage profile. To change the default storage profile, select the Default check box on the storage profile that you want to make the default.

    NOTE   Root recordings use the default storage profile only. (See How root calls and reconciliation work.)

  5. (Optional) Edit the policies that you want to change.

    NOTE   Editing an existing storage policy can cause Calabrio ONE to move or convert large numbers of audio recording, screen recording, and Analytics data files. For more information about how editing an existing storage policy can impact the files associated with a storage profile, see Understanding storage policies.

  6. Click Save.

Move files without changing the file format

  1. Select Edit an existing storage profile.
  2. Select the storage profile from the Choose Profile drop-down list.
  3. Select the files’ destination from the Storage Location drop-down list.

  4. Select No change (move only) from the Media Quality drop-down list.

    NOTE   If you are working with the default storage profile, this option is not available for the top policy on the page. If necessary, click + Add Storage Policy to add an additional storage policy that allows you to move files.

  5. Click Save.