Explore data associated with a contact

The sections in the Details panel enable you to explore several categories of data associated with the contact.

Contact Type: Any

Contact Content: Any

Licenses Required: QM, CR, Calabrio ONE Access

Permissions Required: View Contacts

The sections available depend on your role, the contact type and contents, and the features enabled in Calabrio ONE.

Associated Contacts

When multiple agents handle the same customer call (for example, when one agent transfers the call to another), Calabrio ONE creates a separate contact for each agent involved and gives these contacts the same associated call ID. The Associated Contacts section displays such contacts, allowing you to see all segments of a call, from when it enters the contact center to when it is terminated.

EXAMPLE

A customer calls Agent A. Agent A transfers the customer to Agent B, and Agent B transfers the customer to Supervisor C. Calabrio ONE creates three separate contacts and gives them the same associated call ID.

For further examples, see Watch the screen capture of a contact.

Calabrio ONE orders associated contacts chronologically and highlights the currently-loaded contact in blue. To load an associated contact, do either of the following:

Click the associated contact that you want to load.
Click the Previous or Next button in the Media Player (see Play contacts).

You can also hover over an associated contact to see a tooltip that contains further details.

NOTE Associated contacts might not align correctly. For example, the system clock time on each PC with Smart Desktop can vary if the desktops are not syncing to the same time server. The system clock time can also vary on each PC between syncs to the same time server.

NOTE

You might not be able to play back some associated contacts. This is due to various reasons:

They were deleted.
They did not meet workflow criteria.
They were under the minimum length.

With this type of contact, the energy bar associated with the contact is empty, and the recording is unavailable. You cannot listen to those segments of the call, but you can view them so you can follow how the call moved through the contact center. When you use the Next and Previous buttons to move through the list of contacts, the Media Player automatically skips contacts you cannot listen to.

NOTE You can only play back associated contacts that are within your scope. An error message appears for calls that are out of your scope.

Contact Information

The Contact Information section displays contact data. The data shown depends on the type of contact. Information for calls is different than information for emails, for example.

The following tables describe all possible contact data that can appear in the Contact Information section of the Details panel. Each table orders contact data alphabetically.

NOTE Calabrio ONE lists most contact data both as fields in the Contact Information section of the Media Player’s Details panel and as columns in the contacts table. However, Calabrio ONE lists some contact data in the contacts table only or identifies it with a different name, as noted in the following table.

Contact

Contact Data	Description
Associated Call ID	The ID of a call associated with this contact. NOTE In the Details panel, this data appears in the Associated Contacts section.
Audio File Upload State	See Video File Upload State / Audio File Upload State.
Call Duration	The length of time between the call being answered and the call being dropped, including ring time and extended screen time (if any) in HH:MM:SS. The call duration is received from the signaling service. The call duration shown in the contacts table and the Media Player might not be the same due to the difference in “event duration” (the time between events) and “recording duration” (the duration within the actual recorded file). In these scenarios, the call duration would be different: When you use the Recording Controls API to pause, resume, or restart recording, the recording duration would be shorter than the actual call duration. For example, if a recording is restarted one minute into the call, the call duration would be one minute longer than the recording duration. When you archive or clean a call with a long ring time, the contacts table shows the event duration in the call duration field, while the Media Player shows the recording duration in the call duration field. This field applies only to calls.
Contact Direction Direction (contacts table)	The direction of the contact: inbound or outbound.
Calling Number	The caller ID or Automatic Number Identification (ANI) of the calling party. Displays “unknown” if the calling number is unlisted or blocked. This field applies only to calls.
Called Number	The direct inward dialing (DID) or Dialed Number Identification Service (DNIS) number of the phone that received the call. Displays “unknown” if the called number is unlisted or blocked. This field applies only to calls.
Contact ID	The conversation’s unique ID.
Contact Type	The contact type. The valid values for this field are: Call—A contact with a call recording. E-mail—An email contact without call recording. This contact type appears only when both Quality Management and Analytics are enabled for your site. Non-Call—A contact without a call recording. A non-call contact can include email text if you have Analytics enabled. When Analytics is enabled and sharing the same interface, Quality Management retrieves non-call information and the text associated with it from Analytics. Screen Only—A screen recording contact without call recording. Text—Other text-based contacts besides e-mail (for example, a chat).
Daily Workflow	The name of the Daily Workflow associated with this contact (see Automate QM workflows).
End of Call Workflow	The name of the End of Call workflow associated with this contact.
From Address	(Email contacts only) The email addresses in the From field. This option is available only when Analytics is enabled.
HR	Indicates if the contact has been marked as an HR contact.
Reason	The reason the conversation was recorded. This reason is set in the recording rule (see Explore data associated with a contact).
Recording Type	The recording type associated with this device.
State	The current evaluation state of the contact. The valid values in the State field are: Scored—Contacts that are claimed by an evaluator, fully scored, and approved (if approval is required). Unscored—Contacts that are unclaimed by an evaluator and unscored. In Progress—Contacts that are claimed by an evaluator but which are not yet completely scored. Cannot Score—Contacts that are claimed by an evaluator but cannot be scored. Evaluations with this state are not included in reporting or performance metrics. Needs Approval—Contacts that are claimed by an evaluator, are fully scored, and are awaiting approval. Needs Cannot Score Approval—Contacts that are claimed by an evaluator, cannot be scored, and are awaiting approval for the evaluator’s inability to score.
Subject	Filters email associated with non-call contacts based on the email addresses in the To field. This option is available only when Analytics is enabled.
Survey Name	The name of a survey.
Survey Score	The score of a completed survey.
To Address	Filters email associated with non-call contacts based on the email addresses in the To field. This option is available only when Analytics is enabled.
Training	Indicates if the contact has been marked as a training contact.
Video File Upload State / Audio File Upload State	The status of the video or audio file. Possible values for both these fields are as follows: Null/blank—There is no recording for this contact. File pending upload—Audio or video has been recorded but has not yet been uploaded. File is uploaded—Audio or video has been uploaded and can be played back. File is removed—Audio or video has been recorded, but the recording has been removed. File is invalid—The recording file is invalid and cannot be played back. File is recycled—The audio or video file is marked to be removed, but is still recoverable.

Organization

Contact Data	Description
Agent ACD ID (contacts table only)	The ID of the agent in the ACD.
First Name	The agent’s first name. NOTE If the First Name, Last Name, Group and Team fields are blank, the recording is a root call. A root call is an unreconciled contact that appears as an QM archive contact. Once reconciled, the call is assigned a user (see How root calls and reconciliation work).
Group Group Name (contacts table)	The name of the group.
Last Name	The agent’s last name.
Team Team Name (contacts table)	The name of the team the agent belonged to at the time the contact was recorded.

Evaluation

Contact Data	Description
Approved By	The name of the person who approved the evaluation. You can see this information if one of these is true: You are the evaluator. You have the View Evaluator Details permission. You have the Edit Any Evaluation permission.
Calibrated	Indicates if the contact has been marked for calibration.
Date Evaluated	The date when the contact was evaluated. This value appears if you are the evaluator or when the View Evaluator Details permission is enabled. If this permission is not enabled, the value ##### is displayed. NOTE The date and time used to calculate the Date Evaluated value is calculated using the Universal Time Coordinated (UTC) time plus or minus an offset value associated with your time zone. For example, 09/22/2019 2:00 AM UTC converts to 09/21/2019 9:00 PM Central Daylight Time (CDT). The Date Evaluated filter uses the UTC time of when the call is evaluated. That means, depending on your time zone, a call recorded on late in the evening in the CDT time zone on 09/21/2019 is filtered as a call that was recorded on 09/22/2019. If you search the recordings that occurred on 09/21/2019 using the Date Evaluated filter, you may also need to search the recordings for the previous or next day, depending on your time zone.
Date Responded	Date the agent responded to the evaluation.
Evaluation Form	The name of the evaluation or calibration form used to score the customer conversation.
Evaluation Response	Indicates the response status for the contact: Pending—The agent’s response to the scored evaluation is required but has not yet been made. Acknowledged—The agent has acknowledged the scored response. Appealed—The agent has appealed the scored evaluation.
Evaluator Name	The name of the evaluator or calibrator. You can see this information if one of these is true: You are the evaluator or calibrator. You have the View Evaluator Details permission. You have the Edit Any Evaluation permission.
Score	The evaluation score given to the contact. NOTE Calibration scores do not appear in this field. For calibration scores, use the Evaluation Calibration.

Speech, Speech Fields (Contacts Table)

Contact Data	Description
% Hold	The percentage of the call spent in a hold state.
% Pause	The percentage of the call spent in a pause state.
% Silence	The percentage of the call spent in a silence state (during which neither the caller or the agent are speaking).
% Talk Over	The percentage of the call spent in a talkover state (during which both the caller and the agent are speaking).
AVG Hold (contacts table only)	The average hold time in HH:MM:SS.
AVG Pause (contacts table only)	The average pause time in HH:MM:SS.
AVG Silence (contacts table only)	The average duration of silence event in HH:MM:SS.
AVG Talk Over (contacts table only)	The average talkover time in HH:MM:SS.
Hold Events	Number of detected hold events.
MAX Hold (contacts table only)	The duration of the longest hold event. Format = HH:MM:SS.
MAX Pause (contacts table only)	The duration of the longest pause event. Format = HH:MM:SS.
MAX Silence (contacts table only)	The duration of the longest silence event. Format = HH:MM:SS.
MAX Talk Over (contacts table only)	The duration of the longest talkover event. Format = HH:MM:SS.
MIN Hold (contacts table only)	The duration of the shortest hold event. Format = HH:MM:SS.
MIN Pause (contacts table only)	The duration of the shortest pause event. Format = HH:MM:SS.
MIN Silence (contacts table only)	The duration of the shortest silence event. Format = HH:MM:SS.
MIN Talk Over (contacts table only)	The duration of the shortest talkover event. Format = HH:MM:SS.
Pause Events	Number of detected pause events.
Silence Events	The number of detected silence events.
Talk Over Events	The number of detected talkover events.
Total Hold Duration	The total duration of hold time. Format = HH:MM:SS.
Total Pause Duration	The total duration of pause time. Format = HH:MM:SS.
Total Silence Duration	The total duration of silence time. Format = HH:MM:SS.
Total Talk Over Duration	The total duration of talkover time. Format = HH:MM:SS.

Analytics

Contact Data	Description
Predictive Evaluation Score	The predicted evaluation score of an unscored contact. Calabrio ONE bases this predicted score on Analytics data and previous evaluation scores. Calabrio ONE uses the following pieces of Analytics data: call and agent attributes, speech hits, and desktop activity.
Predictive Net Promoter Score	The predictive net promoter score for the contact.
Sentiment	The sentiment score for the contact. Possible values are Positive, Neutral, and Negative.

Metadata, Custom Metadata (Contacts Table)

Contact Data	Description
Variable text	The custom metadata available in Calabrio ONE varies by the configuration of your ACD and the Metadata Manager page. You can edit the values in custom metadata fields. See Edit custom metadata associated with a contact.