Export interactions in bulk

Export multiple contacts to an external storage location using Bulk Contact Export. After a license is assigned to the tenant, anyone with bulk export permissions can create an export. This feature creates a directory within a selected external storage location that contains audio files or video files in the format you specify, a CSV file with contact metadata, and, if applicable, Analytics data with transcriptions.

NOTE   The Calabrio ONE administrator determines the metadata that can be exported. Only exportable metadata is saved to CSV format.

IMPORTANT   You can export up to 1,000 total contacts per day per tenant with Bulk Contact Export. To export without limits, add an Advanced Bulk Contact Export license to your tenant. Contact your Customer Success Manager to request this license.

Prerequisites

Page location

Recordings

Procedures

Schedule the bulk contact export feature to run automatically at regular intervals you specify, or run a bulk contact export immediately. Monitor the status of an export request on the Bulk Contact Export Audit page (Application Management > Global > Monitoring > Bulk Contact Export Audit).

Schedule a recurring bulk contact export

  1. On the Recordings page, create and save a filter set (see Find interactions in the Calabrio ONE User Guide).
  2. Click the Options icon, and then click Bulk Contact Export.
  3. Click the New Export tab.
  4. Configure the export as defined in the described fields below.

    Export Name — Enter a name for the bulk contact export file.

    Saved Search — Select your saved filter set.

    Storage Location — Select the external storage location to which you want to export the contacts.

    Media Type — Select the file format in which Calabrio ONE exports audio and video files.

    • Audio/Video Formats — Select the file format in which the audio/video media should be exported. Only available for contacts with both audio and screen recordings.
    • Audio-only Formats — Select the file format in which the audio-only media should be exported. Only available for contacts with audio recordings.
    • None — Select Transcriptions Only to export transcriptions only.

    Analytics Output Format — Select the file format in which you want to export Analytics transcription data: JSON or XML. If you select None, Calabrio ONE does not export any Analytics transcription data. Select None to export only a CSV file with metadata.

  5. Select Send Scheduled Export, and then schedule the export as described below.

    Weekly — Select one or more days of the week, and then select the time on those days that Calabrio ONE will export the contacts.

    Monthly — Select the day of the month, and then select the time on that day that Calabrio ONE will export the contacts.

  6. Click Create.

    When you create a scheduled bulk contact export, Calabrio ONE saves the export. To edit the export, click the Saved Contact Export tab and select the export from the Saved Export File Name drop-down list.

    NOTE   The first scheduled export (weekly or monthly) must occur after the next scheduled run of the App Dynamic Refresher task. Otherwise, the first scheduled export will not happen, although future exports will. By default, the App Dynamic Refresher task runs every fifteen minutes. Contact your system administrator to verify this schedule.

Export contacts immediately

  1. On the Recordings page, create and save a filter set (see Find interactions).
  2. Click the Options icon, and then click Bulk Contact Export.
  3. Click the New Export tab.
  4. Configure the export as described below.

    Export Name — Enter a name for the bulk contact export file.

    Saved Search — Select your saved filter set.

    Storage Location — Select the external storage location to which you want to export the contacts.

    Media Type — Select the file format in which Calabrio ONE exports audio and video files.

    • Audio/Video Formats — Select the file format in which the audio/video media should be exported. Only available for contacts with both audio and screen recordings.
    • Audio-only Formats—Select the file format in which the audio-only media should be exported. Only available for contacts with audio recordings.
    • None — Select Transcriptions Only to export transcriptions only.

    Analytics Output Format — Select the file format in which you want to export Analytics transcription data: JSON or XML. If you select None, Calabrio ONE does not export any Analytics transcription data. Select None to export only a CSV file with metadata.

  5. Select Send Export Immediately.
  6. Click Create.

Licensing Requirements for Bulk Contact Export

Calabrio requires you to select a license type for bulk contact export.

  • Standard license—Export up to 500 contacts daily through the UI.
  • Performance license—Export contacts in bulk by configuring multiple contact export jobs periodically throughout each day.

NOTE   By default, each export batch is limited to 10,000 per job with the max amount of total contacts per day at 40,000 with the Performance license. If there is a need for an increase in these limits please contact Calabrio Professional Services or Calabrio Support Services.

Data included in the bulk contact export CSV file

The following table describes the data fields included in the bulk contact export CSV file.

Field Type Max Length Description

Contact ID

Integer

64

The unique ID of the contact.

Last Name

String

60

Agent’s first name.

First Name

String

60

Agent’s last name.

Group Name

String

60

Name of the agent’s group.

Team Name

String

60

Name of the agent’s team.

Calling Number

String

64

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

String

64

The 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.

Date

Date

10

Date of the contact. The format is DD/MM/YYYY.

Time

Time

5 + 2

Start time of the contact. The format is HH:MM AM or PM.

Time Zone

String

60

The time zone where the contact was created and the call was recorded.

EXAMPLE   America/Chicago

NOTE   This field is not in UTC format.

Score

Integer

64

The evaluation score given to the contact.

Reason

String

64

The reason the conversation was recorded. This reason is set in the recording rule.

Recording Type

String

64

The recording type associated with this device. Valid values:

  • AACC MLS Recording
  • Acme Packet Recording
  • AudioCodes Recording
  • AWS Connect Recording
  • BroadSoft Recording
  • CUBE Recording
  • End Point Recording
  • Event Notification
  • Five 9 VCC Recording
  • Genesys Recording
  • IP Office Recording
  • MediaSense Recording
  • Multiple Registration Recording
  • Network Recording
  • None
  • Reconciliation
  • RTP Logger Recording
  • Serenova Recording
  • Single Step Conference Recording
  • Sonus Recording
  • Unknown Recording Type

Not all recording types may be available to you.

Call Duration

Duration

8

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. This field applies only to calls.

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 is 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.

Agent ID

String

64

Agent’s system ID.

HR

Boolean

3

Indicates whether the contact has been marked for HR. The format is Yes/No.

Training

Boolean

3

Indicates whether the contact has been marked for training. The format is Yes/No.

State

String

32

The current evaluation state of the contact. Valid values:

  • Unscored
  • Scored
  • In Progress
  • Needs Approval

Contact Type

String

60

Type of contact. Valid values:

  • Call
  • Non-call
  • Screen-only
  • Email
  • Text

From Address

String

512

Filters email associated with non-call contacts based on the email addresses in the From field.

NOTE    This option is only available when Analytics is enabled.

To Address

String

no limit

Filters email associated with non-call contacts based on the email addresses in the To field.

NOTE    This option is only available when Analytics is enabled.

Subject String 1000

Filters email associated with non-call contacts based on the Subject field.

Evaluator Name

String

256

The name of the person who evaluated the contact.

Date Evaluated

String

10

The date when the contact was evaluated. Format is MM/DD/YYYY.

Approved By

String

256

The name of the person who approved the evaluation.

Evaluation Form

String

64

The name of the evaluation or calibration form used to score the customer conversation.

Calibrated

Boolean

3

Indicates whether the contact has been marked for calibration. The format is Yes/No.

MAX Silence

Duration

8

Maximum length of a silence event in the contact. The format is HH:MM:SS.

MIN Silence

Duration

8

Minimum length of a silence event in the contact. The format is HH:MM:SS.

AVG Silence

Duration

8

Average length of a silence event in the contact. The format is HH:MM:SS.

Total Silence Duration

Duration

8

Total length of all silence events in the contact. The format is HH:MM:SS.

Silence Events

Integer

64

Number of silence events in the contact.

% Silence

Decimal

3

The percentage of the call spent in a silence state (during which neither the caller or the agent is speaking). Format is .99.

MAX Talk Over

Duration

8

Maximum length of a talk over event in the contact. The format is HH:MM:SS.

MIN Talk Over

Duration

8

Minimum length of a talk over event in the contact. The format is HH:MM:SS.

AVG Talk Over

Duration

8

Average length of talk over events in the contact. The format is HH:MM:SS.

Total Talk Over Duration

Duration

8

Total length of all talk over events in the contact. The format is HH:MM:SS.

Talk Over Events

Integer

64

Number of talk over events in the contact.

% Talk Over

Decimal

3

The percentage of a call that is talk over. Format is .99.

Hold Events

Integer

Number of detected hold events.

MIN Hold Duration

Duration

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

MAX Hold Duration

Duration

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

Total Hold Duration

Duration

The total duration of hold time. Format = HH:MM:SS.

AVG Hold Duration

Duration

The average hold time in HH:MM:SS.

% Hold

Decimal

The percentage of the call spent in a hold state.

End of Call Workflow

String

64

Name of the end-of-call workflow used for the contact.

Daily Workflow

String

64

Name of the daily workflow used for the contact.

Predictive Evaluation Score

Decimal

3

The predicted score of a contact without an evaluation score. Calabrio ONE bases this predicted score on Analytics data and previous evaluation scores. Calabrio ONE uses the following pieces of Analytics data: call attributes, agent attributes, speech hits, and desktop activity. Format is .99.

Net Promoter Score

Decimal

The net promoter score for the contact provided by the caller.

Predictive Net Promoter Score

Decimal

3

The predicted score of a contact without a net promoter score. Calabrio ONE bases this predicted score on Analytics data and previous net promoter scores. Calabrio ONE uses the following pieces of Analytics data: call attributes, agent attributes, desktop applications, desktop activity, speech hits, and call metadata. Format is .99.

Sentiment Score

String

The contact’s sentiment score: positive, negative, or neutral.

Survey Score

Decimal

3

If the contact has an associated survey, provides the survey score, expressed as a percentage in decimal form.

Survey Name

String

255

If the contact has an associated survey, provides the survey name.

Agent ACD ID

String

256

ACD ID for the agent.

Associated Call ID

String

256

If the call involves a conference or transfer, the ID of the other agent.

<custom metadata>

varies

The custom metadata associated with the contact.

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