Customize the columns on the Recordings page

The contacts table has columns with information about each contact. You can customize which columns you see and the order they appear on the page.

Prerequisites

  • Your role and scope allow you to view contacts.
  • Some columns require specific permissions. See Column descriptions for more information.
  • Some columns require Calabrio ONE Analytics. See Column descriptions for more information.

Page location

Recordings

Procedures

Show or hide columns

  1. Click the List options icon (top right of the page) and select Show/Hide columns from the drop-down list. The Show/Hide columns window opens.
  2. To show a column, click the column’s name in the Hidden columns pane. To hide a column, click the column’s name in the Shown columns pane.
  3. Click Apply. The Show/Hide columns window closes.

Rearrange columns

  • Click and drag columns to rearrange them.

Column descriptions

The following tables describe all the columns that you can display in the contacts table.

Organization
Column Name Description

Agent ACD ID

The agent’s ID 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 archive contact. The call is assigned an agent when it is reconciled (see About root calls and reconciliation).

Group Name

The name of the group.

Last Name

The agent’s last name.

Team Name

The name of the team the agent belonged to at the time the contact was recorded.

Contact
Column Name Description

Associated Call ID

The ID of a call related to this contact.

Audio File Upload State

The status of the contact’s audio file. See Video File Upload State / Audio File Upload State.

Call Duration

The length of time between the call being answered and the call ending, including ring time and extended screen time (if any) in HH:MM:SS. This information comes from the signaling service. This field applies only to calls.

The call duration shown in the contacts table might not be the same as the duration shown in the Media Player because “event duration” (the time between events) and “recording duration” (the duration within the actual recorded file) can be different.

These scenarios cause the call duration to be different:

  • If 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 recording is paused for one minute, the recording duration is one minute shorter than the call duration.
  • If you archive or clean a call with a long ring time, the contacts table shows the event duration, and the Media Player shows the recording duration.

Direction

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

Possible values for this column are:

  • Call—A contact with a call recording.
  • 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. A non-call contact can include email text if your organization uses Analytics. When Analytics shares 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 email (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 (see Automate QM workflows).

From Address

(Email contacts only) The email addresses in the From field. This column is available only with Analytics.

HR

Whether 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 Automate QM workflows).

Recording Type

The recording type associated with this device.

State

The state of the contact’s evaluation form. Possible values for this column are:

  • Scored—Contacts that are claimed by an evaluator, fully scored, and approved (if approval is required).
  • Unscored—Contacts that are currently unclaimed by an evaluator and unscored.
  • In Progress—Contacts that are claimed by an evaluator but 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, fully scored, and 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

(Non-call contacts only) The email addresses in the To field. This column is available only with Analytics.

Survey Name

The contact’s post-call survey form.

Survey Score

The contact’s completed survey score.

To Address

(Non-call contacts only) The email addresses in the To field. This column is available only with Analytics.

Training

Whether 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 these columns 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.
Date
Column Name Description

Date

The date on which the contact was captured.

By default, Calabrio ONE displays this date in the time zone of the capture source (for example, the Record Server or the PC with Smart Desktop). If the Display Contacts in User Time Zone check box is selected on the QM Global Settings page, Calabrio ONE displays this date in the user’s display time zone. See Configure QM global settings.

Time

The start time of the contact in HH:MM:SS.

By default, Calabrio ONE displays this time in the time zone of the capture source (for example, the Record Server or the PC with Smart Desktop). If the Display Contacts in User Time Zone check box is selected on the QM Global Settings page, Calabrio ONE displays this time in the user’s display time zone. See Configure QM global settings.

Time Zone

The time zone for the date and time fields.

By default, Calabrio ONE uses the time zone of the capture source (for example, the Record Server or the PC with Smart Desktop). If the Display Contacts in User Time Zone check box is selected on the QM Global Settings page, Calabrio ONE uses the user’s display time zone. See Configure QM global settings.

Evaluation
Column Name Description

Approved By

The person who approved the evaluation. This value appears if you are the evaluator or if you have the View Evaluator Details permission.

Calibrated

Whether 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 if you have the View Evaluator Details permission. If you do not have this permission, this column displays #####.

NOTE   If you are looking for recordings made on a specific day, you might also need to search the recordings for the previous day or the next day, depending on your time zone. To calculate the Date Evaluated, Calabrio ONE uses the Universal Time Coordinated (UTC) time plus or minus an offset value associated with your time zone. For example, November 6, 2019 2:00 AM UTC converts to November 5, 2019 9:00 PM Central Daylight Time (CDT). A call recorded late in the evening in the CDT time zone on November 5, 2019 might be filtered as a call that was recorded on November 6, 2019.

Date Responded

Date the agent responded to the evaluation.

Evaluation Form

The evaluation or calibration form used to score the conversation.

Evaluation Response

The agent’s response to the evaluation:

  • Pending—Agent has not yet responded.
  • Acknowledged—Agent has acknowledged the evaluation.
  • Appealed—Agent has appealed the evaluation.

Evaluator Name

The evaluator or calibrator. This value appears if you are the evaluator or if you have the View Evaluator Details 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 fields
Column Name 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 nor the agent is speaking).

% Talk Over

The percentage of the call spent in a talk over state (during which both the caller and the agent are speaking).

AVG Hold

The average hold time in HH:MM:SS.

AVG Pause

The average pause time in HH:MM:SS.

AVG Silence

The average duration of silence events in HH:MM:SS.

AVG Talk Over

The average talk over time in HH:MM:SS.

Hold Events

Number of detected hold events.

MAX Hold

The duration of the longest hold event in HH:MM:SS.

MAX Pause

The duration of the longest pause event in HH:MM:SS.

MAX Silence

The duration of the longest silence event in HH:MM:SS.

MAX Talk Over

The duration of the longest talk over event in HH:MM:SS.

MIN Hold

The duration of the shortest hold event in HH:MM:SS.

MIN Pause

The duration of the shortest pause event in HH:MM:SS.

MIN Silence

The duration of the shortest silence event in HH:MM:SS.

MIN Talk Over

The duration of the shortest talk over event in HH:MM:SS.

Pause Events

The number of detected pause events.

Silence Events

The number of detected silence events.

Talk Over Events

The number of detected talk over events.

Total Hold Duration

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

Total Pause Duration

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

Total Silence Duration

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

Total Talk Over Duration

The total duration of talk over time in HH:MM:SS.

Analytics
Column Name Description

Predictive Evaluation Score

The predicted evaluation score of an unscored contact. Calabrio ONE bases this predicted score on Analytics data (including call and agent attributes, speech hits, and desktop activity) and previous evaluation scores.

Predictive Net Promoter Score

The predicted net promoter score for the contact.

Sentiment

The overall emotional tone of the contact. Possible values are Positive, Neutral, and Negative.

Custom metadata
Column Name 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 an interaction.

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