Recording Fields
Overview
The comprehensive data dictionary provides details about database fields in NICE Uptivity, as well as fields that may be calculated and displayed, but not stored in the database.
This topic provides details about fields used in inContact Call Recording.
For more information, see Uptivity Data Overview.
The data dictionary is currently a work-in-progress, and definitions are not yet available for all fields.
Fields are listed in alphabetical order to the extent possible. If you are looking for information about a specific field, you can search this page quickly by pressing the [CTRL] and [F] keys and entering the name of the field.
Calibration Score
| Calibration Score (Recording) | |
|---|---|
| Description | Total number of points scored on NICE Uptivity Quality Management calibration evaluations completed for a recorded interaction. |
| Displays In | |
| Filter/Search By | |
| Format | Numeric |
| Size | Variable |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Calibration Score %
| Calibration % Score (Recording) | |
|---|---|
| Description | Displays, as a percentage, the average score across all calibration evaluations performed on a recorded interaction. The score is calculated at the time a report is run (or the field is displayed) by dividing the Calibration Score by the Possible Calibration Score. The value is not stored in the database. |
| Displays In | Recorded Interactions (as Calibration Score), Call List (as Calibration Score) |
| Searchable In | Recorded Interactions, Call List |
| Format | Percentage |
| Size | N/A |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Caller Direction
| Call Direction | |
|---|---|
| Description | Displays the directionality of the call as either Inbound, Outbound, or Unknown. In this context, Unknown means that Uptivity was not able to identify the directionality of the recorded contact. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alpha |
| Size | 1 (I/O) |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Caller ID, Caller's Phone #, ANI
| Caller ID | |
|---|---|
| Description | Displays the number of the calling party (also known as the ANI). |
| Displays In | Recorded Interactions, Call List, Call Recording Detail, ad hoc reporting |
| Searchable In | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 20 characters |
| Limitations | Available only for inbound calls. Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
Call ID
| Call ID | |
|---|---|
| Description | Displays the unique PBX/ACD identifier for the call if the information was available at time of recording. |
| Displays In | Recorded Interactions, Call List |
| Filter/Search By | Recorded Interactions, Call List |
| Format | Alphanumeric |
| Size | 16 characters |
| Limitations | Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | N/A |
Channel
| Channel | |
|---|---|
| Description | Channel on the Uptivity server that recorded the contact. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report |
| Filter/Search By | Recorded Interactions, Call List |
| Format | Numeric |
| Size | Varies |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Completed Evaluations
| Completed Evaluations (Recording) | |
|---|---|
| Description | Number of NICE Uptivity Quality Management evaluations completed for a recorded interaction. |
| Displays In | Recorded Interactions, Call List, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List |
| Format | Numeric |
| Size | N/A |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Device Alias, Agent ID
|
Device Alias |
|
|---|---|
| Description | Agent-associated identifier in your ACD/PBX (for example, extension, agentID, and so forth). |
| Displays In | Recorded Interactions, Call List, Agent Call Summary report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 100 characters |
| Limitations | Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
Device ID, Voice Port
| Device ID | |
|---|---|
| Description | The device or "hardware" identifier in your ACD/PBX (for example, position ID, phone port, DN, or extension). |
| Displays In | Recorded Interactions, Call List, Agent Call Summary report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 100 characters |
| Limitations | Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
Dialed Number, Called Number, DNIS
| DNIS | |
|---|---|
| Description | For inbound calls, displays the number the caller dialed to reach you. For outbound calls, displays the number your agent dialed. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 20 characters |
| Limitations | Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
Duration
| Duration | |
|---|---|
| Description | Displays the duration of the recorded contact. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Numeric |
| Size | Displays as HH:MM:SS |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Filename
| Filename | |
|---|---|
| Description | Displays the path and filename for an audio recording. |
| Displays In | Recorded Interactions, Call List |
| Filter/Search By | Recorded Interactions, Call List |
| Format | Alphanumeric |
| Size | 260 characters |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Global ID
| Global ID | |
|---|---|
| Description | This field is no longer used in Uptivity. |
Group, ACD Group
| sGroup (ACD Group, Group) | |
|---|---|
| Description | The group setting in your ACD/PBX (for example, hunt group, skill group, or labor group). |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 30 characters |
| Limitations | Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
Hold Time
| Total Hold Time | |
|---|---|
| Description | Displays the total time during the interaction that the caller spent on hold, if this information is provided by the ACD/PBX. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Numeric |
| Size | Numeric |
| Limitations | Populated by information passed to Uptivity from the integrated ACD/PBX. |
| Terminology | N/A |
Possible Calibration Score
| Possible Calibration Score (Recording) | |
|---|---|
| Description | Total number of possible points on NICE Uptivity Quality Management calibration evaluations completed for a recorded interaction. |
| Displays In | N/A |
| Filter/Search By | N/A |
| Format | Numeric |
| Size | Variable |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Possible QA Score
| Possible QA Score (Recording) | |
|---|---|
| Description | Total number of possible points on NICE Uptivity Quality Management evaluations completed for a recorded interaction. |
| Displays In | Ad hoc reporting |
| Filter/Search By | Ad hoc reporting |
| Format | Numeric |
| Size | 10,2 (for example, 12345678.90) |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Possible Self-Evaluation Score
| Possible Self-Evaluation Score (Recording) | |
|---|---|
| Description | Total number of possible points on NICE Uptivity Quality Management self-evaluations completed for a recorded interaction. |
| Displays In | N/A |
| Filter/Search By | N/A |
| Format | Numeric |
| Size | Variable |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
QA Score
| QA Score (Recording) | |
|---|---|
| Description | Total number of points scored on NICE Uptivity Quality Management evaluations completed for a recorded interaction. |
| Displays In | Ad hoc reporting |
| Filter/Search By | Ad hoc reporting |
| Format | Numeric |
| Size | 10,2 (for example, 12345678.90) |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
QA % Score
| QA % Score (Recording) | |
|---|---|
| Description | Displays, as a percentage, the average QA score across all evaluations performed on a recorded interaction. The score is calculated at the time a report is run (or the field is displayed) by dividing the QA Score by the Possible QA Score. The value is not stored in the database. |
| Displays In | Recorded Interactions (as QA Score), Call List (as QA Score), ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Numeric |
| Size | 10,2 (for example, 12345678.90) |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Record ID
| Record ID | |
|---|---|
| Description | Unique identifier assigned to a recorded interaction in the Uptivity database. |
| Displays In | Recorded Interactions, Call List |
| Filter/Search By | Recorded Interactions, Call List |
| Format | Numeric |
| Size | Varies |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Recording Time
| Time Recorded (Recording Time) | |
|---|---|
| Description | Displays the date and time the interaction was recorded. The time displays in either AM/PM or 24-hour format, depending on how your system is configured. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Format | Date/Time |
| Size | Displays as MM/DD/YYYY HH:MM |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Self-Evaluation Score
| Self-Evaluation Score (Recording) | |
|---|---|
| Description | Total number of points scored on NICE Uptivity Quality Management self-evaluations completed for a recorded interaction. |
| Displays In | N/A |
| Filter/Search By | N/A |
| Format | Numeric |
| Size | Variable |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
Self-Evaluation Score %
| Self-Evaluation % Score (Recording) | |
|---|---|
| Description | Displays, as a percentage, the average score across all self-evaluations performed on a recorded interaction. The score is calculated at the time a report is run (or the field is displayed) by dividing the Self-Evaluation Score by the Possible Self-Evaluation Score. The value is not stored in the database. |
| Displays In | Recorded Interactions (as Self-Evaluation Score), Call List (as Self-Evaluation Score) |
| Searchable In | Recorded Interactions, Call List |
| Format | Percentage |
| Size | N/A |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | N/A |
User Fields 1-15
| User 1 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 20 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 2 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 20 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 3 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Searchable In | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 20 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 4 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 255 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 5 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 255 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 6 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 255 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 7 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 255 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 8 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 255 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 9 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 10 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 11 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 12 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 13 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 14 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
| User 15 | |
|---|---|
| Description | Can be used for custom data populated by third-party ACD, IVR, or CRM applications; by agents using NICE Uptivity On-Demand; or by users who edit call records directly. |
| Displays In | Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting |
| Filter/Search By | Recorded Interactions, Call List, ad hoc reporting |
| Format | Alphanumeric |
| Size | 50 characters |
| Limitations | Value is determined (assigned or calculated) by system and is not user-editable. |
| Terminology | This field label is editable and may appear differently in some parts of your system. See Terminology Settings. |
Wrap Duration
| Wrap Duration | |
|---|---|
| Description | Period between the end of the audio portion of the call and the time the agent finished working with PC applications related to the call. |
| Displays In | Recorded Interactions, Call List |
| Filter/Search By | Recorded Interactions, Call List |
| Format | Numeric |
| Size | Displays as HH:MM:SS |
| Limitations | Applies only if all these conditions are met: your organization uses NICE Uptivity Screen Recording, the interaction includes a screen recording, and wrap time was configured in the schedule under which the interaction was recorded. Otherwise, the field displays 00:00:00. |
| Terminology | N/A |