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. If the contact is recycled but not yet permanently deleted, all fields except for Contact ID display “######.”

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 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.

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 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: 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.

Date
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.

Contact
Column Name	Description
Associated Contact ID	The ID of a contact related to this contact.
Audio File Upload State	The status of the contact’s audio file. Possible values for this column are as follows: Null/blank—There is no recording for this contact. File pending upload—Audio has been recorded but has not yet been uploaded. File is uploaded—Audio has been uploaded and can be played back. File is removed—Audio 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 file is marked to be removed but is still recoverable. 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: 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.
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 Workforce Optimization, this could include emails, chat messages, or other text contacts.
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 Interaction Workflow	The name of the End of Interaction 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.
Interaction Preview	A link that opens a window with information about the contact, the agent, and (if you have used the Text Search filter) a preview of the contact’s text. If your organization has Provider Interaction Summary, the window contains a summary of the 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: 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.
Text Preview	A preview of search results for your search with the Text Search filter.
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: Null/blank—There is no recording for this contact. File pending upload—Video has been recorded but has not yet been uploaded. File is uploaded—Video has been uploaded and can be played back. File is removed—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 video file is marked to be removed but is still recoverable. NOTE These columns are not sortable.

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 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.

Analytics
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.

Custom metadata
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.