Customize the columns on the Interactions 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
- You have the View Contacts permission.
- You have recordings within your scope.
- Some columns require specific permissions. See Column descriptions for more information.
- Some columns require Workforce Optimization Analytics. See Column descriptions for more information.
Page location
Interactions
Procedures
Show or hide columns
- 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.
- 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.
- 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.
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 How root calls and reconciliation work). |
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. |
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 evaluated 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, Workforce Optimization uses the Universal Time Coordinated (UTC) time plus or minus an offset value associated with your time zone. For example, March 24, 2022 2:00 AM UTC converts to March 23, 2022 9:00 PM Central Daylight Time (CDT). A call evaluated late in the evening in the CDT time zone on March 23, 2022 might be filtered as a call that was evaluated on March 24, 2022. |
Date Responded |
Date the agent responded to the evaluation. NOTE If you are looking for responses 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 Responded, Workforce Optimization uses the Universal Time Coordinated (UTC) time plus or minus an offset value associated with your time zone. For example, March 24, 2022 2:00 AM UTC converts to March 23, 2022 9:00 PM Central Daylight Time (CDT). A response made late in the evening in the CDT time zone on March 23, 2022 might be filtered as a response made on March 24, 2022. |
Evaluation Form |
The evaluation or calibration form used to score the conversation. |
Evaluation Response |
The agent’s response to 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. |
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, Workforce Optimization 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, Workforce Optimization 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, Workforce Optimization 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, Workforce Optimization uses the user’s display time zone. See Configure QM global settings. |
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. Possible values for this column are as follows:
NOTE This column is not sortable. |
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. |
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. |
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 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:
|
Contact ID |
The conversation’s unique ID. |
Contact Type |
Possible values for this column are:
|
Daily Workflow |
The name of the Daily Workflow associated with this contact (see Automate QM workflows). |
Direction |
The direction of the contact: inbound or outbound. |
End of Call Workflow |
The name of the End of Call workflow associated with this contact (see Automate QM workflows). |
External Parties |
(Chat and SMS contacts only) The email, phone number, or other identifier of the person who interacted with the agent. |
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. |
Retention Policy |
The policy that governs how long Workforce Optimization will retain this contact (see Manage data retention policies for QM and Analytics). |
State |
The state of the contact’s evaluation form. Possible values for this column are:
|
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 |
The status of the contact’s video file. Possible values for these columns are as follows:
NOTE These columns are not sortable. |
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 Duration |
The average hold time in HH:MM:SS. |
AVG Pause Duration |
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 Duration |
The duration of the longest hold event in HH:MM:SS. |
MAX Pause Duration |
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 Duration |
The duration of the shortest hold event in HH:MM:SS. |
MIN Pause Duration |
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. |
Column Name | Description |
---|---|
Predictive Evaluation Score |
The predicted evaluation score of an unscored contact. Workforce Optimization 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. |
Column Name | Description |
---|---|
Variable text |
The custom metadata available in Workforce Optimization 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 a contact. |
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