Search features in Risk Management

Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. automatically saves the last 10 searches you perform. Search history displays in descending order. After completing a search, refine your retrieved search results even further based on the data in the search results.

Search privileges and organizational visibility

When searching by person (employee, customer, target), search results depend on the search privileges assigned to you in User Management Module that an administrator uses to create a profile for each employee in their organization.. You can search for interactions with employees assigned to an organization/group over which you have scope (in your visibility). You can also search for your own items. If you have the role privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access., you can search for any item in the organization outside your visibility.

Search results limited by Conditional Custom Data (CCD) Data fields that enable customers to tag interactions with additional information not available directly from other sources, such as a CTI, but derived from the values in other data fields. CCD values are based on customized rules defined in the Conditional Custom Data Manager. values

If the enterprise uses CCD visibility logic to control interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. access, the interactions to which you do not have access are not represented in any Risk Management search result.

Full-text search

Users with permission for full-text searches can enter specific words or phrases to locate in text interactions or text transcribed from voice interactions. To narrow the focus of a search even further, select search operators to create a full-text search expression. Examples of operators include AND, NOT, and LIKE. Any other search criteria that you define are also included as search criteria.

Start a full-text search from the Search panel, from the Advanced Search window, or from the Search Results workspace Area within an application window where the user interacts with the program..

If your system does not transcribe 100% of interactions, search operates only on interactions that are transcribed.

Accuracy of transcribed interactions can impact the search results.

Manage saved searches

Save criteria you use frequently for basic, advanced, or full text searches. Saved searches enable you to repeat searches without having to define the criteria for each search. Save searches can be private or public.