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 your team can apply in your AWS account to enable secure data transfer. If needed, Calabrio Professional Services can help with the configuration.

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.

BEST PRACTICE   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.

  • The Export Service is licensed per the committed Agent license.

  • You must purchase enough Export Service licenses to match the number of licensed Agents in your Calabrio ONE environment.

  • Burst licenses are available if needed.

Page location

Varies depending on the page or action being performed

Procedures

Determine AWS region

  1. To ensure compatibility, your S3 bucket must be created in the same AWS region as your Calabrio ONE tenant.

  2. How to identify your region:

    • Log in to Calabrio ONE.

    • Check the URL in your browser, e.g., https://us3.calabriocloud.com

    • Match the sub domain (e.g., us3) to the table below:

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

      C1 Realm AWS Region
      US1, US2, US3, US4, US5, US6 us-east-1
      Partners us-east-2
      CA1 ca-central-1
      AU1 ap-southeast-2
      SG1 ap-southeast-1
      IE1 eu-west-1
      GB1 eu-west-2
      IN1 ap-south-1

      AE1

      		me-central-1

Create S3 bucket

  1. Log in to AWS account.

  2. Navigate to S3 and create a new bucket in the correct region.

  3. Choose a globally unique name for your bucket.

Send these details to Calabrio

Share the following with your Calabrio representative:

  1. S3 bucket ARN.

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

  2. AWS account number.

    Found in the AWS Console under your account name (top-right corner).

  3. Subject areas you want to export.

    Choose one or more from:

    • CR (Call Recording / Quality Management)

    • Evaluations

    • WFM

    • CI (Analytics)

    • CWFM (Classic WFM)

    NOTE   When selecting CWFM, also include CR to access dimension lookup tables (e.g., Person, Team, Group).

Deploy the CloudFormation template

After you share your details, Calabrio will provide a CloudFormation template tailored to your environment.

Prerequisites

  • An active AWS account

  • Permissions to Create S3 buckets an Apply bucket policies

Deployment 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. Choose Upload a template file, then upload calabrio_insights_bucket.yaml.

  5. Click Next.

  6. Fill in:

    • S3 Bucket Name (if pre-created; optional)

    • Calabrio AWS Account ID (provided by Calabrio)

  7. Click Next, then Create Stack.

  8. Wait for status to reach CREATE_COMPLETE.

Verify your setup

Once the stack is created:

  1. Go to the S3 Console in AWS.

  2. Locate your bucket and confirm:

    • Permissions tab:

      • A bucket policy allowing Calabrio access is applied

      • Public access is blocked

    • Properties tab:

      • SSE-AES256 encryption is enabled

  3. Let Calabrio know the final bucket name, especially if it was auto generated by CloudFormation. Calabrio will then initiate a Change Request to activate your Insights Export job.

Security & access controls

  • Access is limited via S3 Access Points scoped to Calabrio's AWS account.

  • No IAM roles or access keys are used.

  • You can revoke access anytime by modifying the bucket policy.

  • Data is encrypted using AWS SSE (AES-256).

  • You own the bucket and all contents

Data export details

Feature Description
Format CSV
Frequency Daily
First delivery

Full historical export (up to 2 years)
Subsequent deliveries

Deltas only (changes, updates, deletes)
Partitioned structure Year → Month → Day → Hour

File structure:

Copy 
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