Access contacts assigned to you (new page)

NOTE   The information on this page covers the new version of the Contact Queue page. For information on the classic version, go to Access contacts assigned to you (classic page).
How do I know which version I have?
If you see the Interactions and Goals buttons at the top of the page, you have the new page. If you don’t see these buttons, you have the classic page.

The Contact Queue page displays any contacts that have been assigned to you for calibration, evaluation, or review. A supervisor might assign these contacts to you, or Calabrio ONE might automatically assign you a number of contacts to complete each day, week, or month.

Prerequisites

• You have these permissions:

  • View Contacts
  • View Contact Goal
  • Evaluate Contact (needed to complete evaluation goals)
  • Calibrate Contact (needed to complete calibration goals)
• A supervisor has assigned contacts for you with an ad-hoc task (see Assign review, evaluations, and calibrations manually), or an administrator has created a contact goal and assigned it to you (see Assign evaluations, calibrations, and reviews automatically (new page)).
• The contacts assigned to you are less than a year old. If someone assigns you an ad-hoc task for contacts more than a year old, they do not appear in your queue.

Page location

Contact Queue

Procedures

Work with contacts assigned to you

1. Click Interactions.

2. Read the information in the Action, Due Date, and Instructions columns. You might need to scroll sideways to see these columns. You might also need to open the contact to see all the instructions. These are the types of Actions:

   Action	What you need to do
   Calibrate	Evaluate the contact. Your evaluation is compared with other evaluators’ scores to ensure consistency among evaluators.
   Evaluate	Evaluate the contact for quality.
   Review	Open the contact. If the contact includes a recording, play the recording or part of the recording as instructed by the person who created the task. BEST PRACTICE   To make sure the assignment gets marked as complete for an audio contact, play the recording all the way to the end.

3. Double-click the contact. The contact opens in the Media Player.
4. Play and evaluate the contact as needed.

5. Click X (upper-right corner of the page) to close the contact. The contact disappears from the Contact Queue page.

   

View your progress on contact goals

Contact goals can contain more than one contact.

• Click Goals (upper-left corner of the page). The Goals section shows progress you have made on your goals, when the goals are due, and how many contacts each goal contains.

Add or remove columns on the Contact Queue page

1. Click Interactions.
2. Click the settings icon (, upper-right corner of the page). The Show/Hide columns window opens.
3. To add a column, select its check box. To remove a column, clear its check box.
4. Click Save. The Show/Hide columns window closes.

The table below describes the columns on the Contact Queue page.

Column name	Description
Date	The date on which the contact was captured. The format varies based on the language you select on either the login screen or the settings drop-down list.
Time	The start time of the contact in HH:MM. 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 your display time zone. See Configure QM global settings.
Time Zone	The time zone for the Date and Time fields. 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 your display time zone. See Configure QM global settings.
Contact ID	The conversation’s unique ID.
Contact Type	Possible values for this column 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.
Channel	The channel where the contact occurred. This column 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 platforms your organization uses.
Contact 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 field applies only to calls. The call duration shown on the Contact Queue page 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 Contact Queue page shows the event duration, and the Media Player shows the recording duration.
First Name	The agent’s first name.
Last Name	The agent’s last name.
Score	The evaluation score given to the contact. NOTE   Calibration scores do not appear in this field. For calibration scores, use the Evaluation Calibration.
Evaluator Name	The evaluator or calibrator. This information appears if you are the evaluator or if you have the View Evaluator Details permission.
Date Evaluated	The date when the contact was evaluated. This information appears if you are the evaluator or if you have the View Evaluator Details permission.
Evaluation Form	The evaluation or calibration form used to score the conversation.
Action	The type of task: Evaluate, Calibrate, or Review.
Goal name	The name of the contact goal.
Goal ID	The ID of the contact goal.
Instructions	Any specific instructions for the goal provided by the person who created the goal.
Due Date	The date by which you must complete this goal.
[custom data]	Varies. This information is unique to your organization. An administrator sets up this information on the Metadata Manager page. See Manage custom metadata fields

Related topics

• Evaluate a contact—Information about completing and submitting evaluations and calibrations.
• Assign review, evaluations, and calibrations manually—Instructions for team leaders to create an ad-hoc task.
• Assign evaluations, calibrations, and reviews automatically (new page)—Instructions for administrators to create a contact goal.
• Assign reviews, evaluations, and calibrations automatically (classic page)—Instructions for administrators to create a contact goal.
• Access contacts assigned to you (classic page)