Export contacts 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.

NOTE The bulk contact export of root recordings is not supported.

IMPORTANT You can export up to 1,000 total contacts per day per tenant with Bulk Contact Export. To export more than 1,000 contacts per day, add an Advanced Bulk Contact Export license to your tenant. Contact your Customer Success Manager to request this license.

Prerequisites

You have the Bulk Contact Export permission. See Manage roles and permissions for QM, Analytics, and Insights.
You have a configured External Storage location. See Add external storage locations.

Page location

Interactions

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

On the Interactions page, create and save a filter set (see Find contacts).

IMPORTANT You must fully configure all the filters you add to your filter set. If you do not fully configure all the filters, the bulk context export will fail.

EXAMPLE You add the Predictive Net Promoter Score filter to your filter set. You select Equals from the Operator drop-down list but do not enter a number in the Score field. Not fully configuring this filter will cause the bulk contact export to fail.
Click the Options icon, and then click Bulk Contact Export.
Click the New Export tab.
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.
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.
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

On the Interactions page, create and save a filter set (see Find contacts).

IMPORTANT You must fully configure all the filters you add to your filter set. If you do not fully configure all the filters, the bulk context export will fail.

EXAMPLE You add the Predictive Net Promoter Score filter to your filter set. You select Equals from the Operator drop-down list but do not enter a number in the Score field. Not fully configuring this filter will cause the bulk contact export to fail.
Click the Options icon, and then click Bulk Contact Export.
Click the New Export tab.
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.
Select Send Export Immediately.
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 1,000 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. If the contact is recycled but not yet permanently deleted, all fields except Contact ID display “######.”

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. Possible values: CALL NON_CALL SCREEN_ONLY EMAIL TEXT CHAT SMS
External Party	String		For chat or SMS contacts, the email, phone number, or other identifier of the person who interacted with the agent.
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 Interaction Workflow	String	64	Name of the end-of-interaction 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.
Text Preview	String	—	A preview of search results for your search with the Text Search filter.
<custom metadata>	varies	—	The custom metadata associated with the contact.