Set up Insights Data Export Service

The Insights Data Export Service is a subscription-based feature that delivers regular exports of your Insights data directly into your Amazon S3 bucket. With this service, you don’t need to build reports, write code, or manage APIs. Instead, you select the datasets you want from Calabrio’s curated Insights Data Lake, and the service automatically delivers them as CSV files.

Calabrio provides an Amazon CloudFormation template, which you can apply in your AWS account to enable secure data transfer. The service also manages transport, error checking, and retries, so you can trust that your data will arrive reliably. Once delivered, the data is fully under your control to manage and use as you wish.

NOTE   Burst licenses are available if needed. Contact Calabrio Professional Services with any questions or for help with the configuration.

IMPORTANT   New columns may be added to the exported tables over time. While existing columns will not be removed and their data types will not change, schema changes may still occur. To ensure your data consumption remains robust, avoid assuming a fixed order or set of columns. Instead, pull values for the columns you need or design your system to handle all columns, with the flexibility to accommodate new ones. Additionally, new tables may be added to the export output periodically.

Prerequisites

• You have the Insights Author license.

• You have the Create Content permission.

• You have the View Content permission.

• You have the same number of Export Service licenses as you have Insights Agent licenses.

• You have an AWS account where the data will be exported.

• You have permissions to create and manage Amazon S3 buckets, AWS CloudFormation stacks, and IAM roles and policies in the AWS account.

Page location

Varies depending on the page or action being performed

Procedures

Identify your AWS region

The S3 bucket must be created in the same AWS region as your Calabrio ONE tenant. Identify your region by following these steps:

1. Log in to Calabrio ONE.

2. Check the URL in your browser.

   EXAMPLE   https://us3.calabriocloud.com

3. Match the subdomain (us3) to the table below:

NOTE   Most US customers use us-east-1 for the Export Service.

Request activation

• Contact your Calabrio representative to enable the Data Export Service.

Receive deployment resources

Calabrio will provide:

• The CloudFormation template (calabrio_insights_bucket.yaml) tailored for your environment

• External ID (required)

• Role Name (optional but recommended for enhanced security)

NOTE   The template also includes a default value for the Calabrio AWS Account ID and optionally allows a custom S3 bucket name. Save all values provided, as you will use them when deploying the CloudFormation stack.

Deploy the CloudFormation template via AWS console

1. Sign in to the AWS Console.

2. Go to the CloudFormation service.

3. Click Create stack - With new resources (standard).

4. Select Upload a template file, then upload calabrio_insights_bucket.yaml (the CloudFormation template provided by Calabrio).

5. Click Next.

6. Enter the following:

   • Stack Name – Name for the CloudFormation stack.

   • S3 Bucket Name – Optional. If left blank, the bucket name becomes: <CloudFormation stack name>-insightsexports3bucket-<random 12-character suffix>.

   • AWS Account ID – Default value is pre-populated.

   • Export Role Name – Provided by Calabrio (optional but recommended).

   • External ID – Provided by Calabrio (required).

7. Click Next, then click Create Stack.

8. Wait for status to reach CREATE_COMPLETE.

Share the S3 bucket information

Once the CloudFormation stack is deployed and the bucket is verified, provide your Calabrio representative with:

1. S3 bucket ARN. This is found in the Outputs tab of the CloudFormation stack.

   EXAMPLE   arn:aws:s3:::your-bucket-name

2. AWS account number. This is found in the AWS Console under your account name.

3. Choose one or more subject areas to export:

   • CR (Call Recording / Quality Management)

   • Evaluations

   • WFM

   • CI (Analytics)

   • CWFM (Classic WFM)

     NOTE   When selecting CWFM, also include CR to access the dimension lookup tables such as Person, Team, and Group. The dimensional data for CI, Evaluations, and CWFM is located in the CR folder.

Activate and verify Data Export Service

1. Calabrio activates the service once you provide the S3 bucket information.

2. Verify your S3 bucket in the AWS Console:

   • Confirm the bucket policy allows access for the Calabrio AWS account ID and that the External ID matches the value provided by Calabrio.

   • Ensure public access is blocked.

   • Verify that SSE-S3 (AES-256) encryption is enabled in the bucket properties.

3. Confirm that exported files start appearing in your S3 bucket. Data export typically occurs daily, so it may take some time before files appear.

Data export details

The table below summarizes the format, delivery schedule, and structural characteristics of the exported data files.

File structure

The structure below illustrates how exported files are organized within the S3 bucket using a time-based partitioning hierarchy.

eval_answers_fact/
year=2025/
 month=04/
 day=11/
 hour=10/ 
 part-00000-<uuid>.csv
 <...>
 part-0000n-<uuid>.csv
year=2025/
 month=04/
 day=11/
 hour=11/
 part-00000-<uuid>.csv
 <...>
 part-0000n-<uuid>.csv

Related topics

• Introduction

• QM and Evaluations Data Model - Table definitions

• Analytics Data Model - Table definitions

• WFM Data Model - Table definitions