View data associated with a contact in the new media player

The status of the contact’s audio file. Possible values for this field are as follows:

• Null/blank—There is no recording for this contact, or (if Transcription Redaction is enabled) the process of redacting sensitive information from the contact audio is not complete.
• File pending upload—Audio has been recorded but has not yet been uploaded.
• File is uploaded—Audio has been uploaded and can be played back.
• File is removed—Audio has been recorded, but the recording has been removed. Either the recording was manually deleted, or it was automatically deleted based on your organization's retention settings.
• File is invalid—The recording file is invalid and cannot be played back.
• File is recycled—The audio file is marked to be removed but is still recoverable.

(Calls only) 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.

(Calls only) The caller ID or Automatic Number Identification (ANI) of the calling party. Displays “unknown” if the calling number is unlisted or blocked.

The channel where the interaction occurred. If the channel is a social media platform, this field appears if your organization uses a supported integration for social media contacts. The possible values for this field vary based on the types of social media your organization uses.

The direction of the contact: inbound or outbound.

(Calls only) 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 Contact Duration column on the Interactions page 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 is shorter than the actual call duration. For example, if a recording is restarted one minute into the call, the call duration is one minute longer than the recording duration.
• When you archive or clean a call with a long ring time, the Contact Duration column on the Interactions page shows the event duration, while the media player shows the recording duration.

The conversation’s unique ID.

The contact type. The possible values for this field are:

• Call—A contact with a call recording.
• Chat—A written contact that happened within your organization’s chat program. This can be with a human agent or with a chat bot.
• E-mail—An email contact without call recording. This contact type appears only when your organization uses both Quality Management and Analytics.
• Non-Call—A contact without a call recording that someone created by clicking Create Contact on the Interactions page.
• Screen Only—A screen recording contact without call recording.
• SMS—A written contact that happened within your organization’s text-messaging program.
• Text—Depending on how your organization imports written contacts into Calabrio ONE, this could include emails, chat messages, or other text contacts.

The name of the Daily Workflow associated with this contact (see Automate QM workflows).

The name of the End of Interaction workflow associated with this contact.

(Chat and SMS contacts only) The phone number, email address, or other identifier of the person who interacted with the agent.

(Email contacts only) The email addresses in the From field.

Indicates if the contact has been marked as an HR contact.

The reason the conversation was recorded. This reason is set in the recording rule (see Automate QM workflows). Possible values for this field are listed below. Each organization uses reasons differently, so the definition for each reason might vary based on how your organization assigns reasons.

• Archive—This contact was recorded for archive purposes. This is the default reason. Archive contacts might be retained for a longer or shorter period of time than contacts with other reasons. See Manage data retention policies for QM.
• Archive Tagged—This reason is no longer used, but you might see it on older contacts.
• Archive Untagged—This reason is no longer used, but you might see it on older contacts.
• First Interaction of Day—This reason is no longer used, but you might see it on older contacts.
• Imported—This reason is no longer used, but you might see it on older contacts.
• Last Interaction of Day—This reason is no longer used, but you might see it on older contacts.
• Logging—This contact was recorded for logging reasons.
• Longest Interaction of Day—This reason is no longer used, but you might see it on older contacts.
• Marked for Quality—This reason is no longer used, but you might see it on older contacts.
• New Employee—This contact was handled by a new employee.
• Non-Call Evaluation—This reason is no longer used, but you might see it on older contacts.
• Performance—This contact was recorded to document the agent's performance.
• Random Call of Day—This contact was randomly assigned this reason.
• Shortest Interaction of Day—This reason is no longer used, but you might see it on older contacts.
• Survey Result Triggered—This reason is no longer used, but you might see it on older contacts.
• Tagged—This contact is tagged. See Tag a contact. Tagged contacts might be retained for a longer or shorter period of time than contacts that are not tagged. See Manage data retention policies for QM.
• Untagged—This contact was tagged but then untagged. See Tag a contact.

The recording type associated with this device.

The current evaluation state of the contact. The possible values for this 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.

(Email contacts only) The wording in the Subject line.

The name of the post-contact survey sent to the customer.

The score of a completed post-contact survey.

(Email contacts only) The email addresses in the To field.

Indicates if the contact has been marked as a training contact.

The ID of the agent in the ACD.

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).

The name of the group that the agent’s team belonged to at the time the contact was recorded.

The agent’s last name.

The percentage of the call spent in a hold state.

The percentage of the call spent in a pause state.

The percentage of the call spent in a silence state (during which neither the customer nor the agent is speaking).

The percentage of the call spent in a talkover state (during which both the customer and the agent are speaking).

The number of detected hold events.

The number of detected pause events.

The number of detected silence events.

The number of detected talkover events.

The total duration of hold time in HH:MM:SS format.

The total duration of pause time in HH:MM:SS format.

The total duration of silence time in HH:MM:SS format.