Biometrics: If licensed for Identity Authentication and Fraud Detection, search for interactions by verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. status, detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. status, and confidence level for verification and detection.

Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.: Search for interactions by one or more cases, which includes legal hold cases and recycle bins.

• To search by cases, the the 2021R1 - Legal Hold feature must be enabled.

• To search by recycle bins, the 2021R1 - Delete Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. using a Recycle Bin A recycle bin is a special type of case that serves as a temporary location for interactions scheduled for deletion based on a period of days, known as 'days until deletion.' After the number of days expire, the system permanently deletes the interactions. feature must be enabled. You must also have specific privileges granted to your role to use recycle bins. See the related topics to learn more.

Categories: If licensed for Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions., search for interactions by Speech Analytics categories.

Custom data: Search for interactions by Custom Data (CD) Fields that enable you to create customized sets of data that can be used for marking, along with the data obtained from your recording environment. and 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.

Customers: If licensed for Identity Authentication and Fraud Detection, search for interactions by specific customers enrolled in voice biometrics.

Date range: Search for interactions by 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. start date.

Employees: Search for interactions by person or other organizational entity. You can find people by name in the organizational tree, select entire organizations, or select entire groups.

Folders: Search by one or more folders used to organize interactions (when the 2021R1 - Legal Hold feature is not available).

Interactions: Search for interactions by available interaction attributes.

Public Safety: If licensed for Public Safety, search for interactions by values specific to Public Safety. Examples of Public Safety attributes include radio name, emergency call, and Computer-Aided Dispatcher (CAD) ID.

Recorders: Search for interactions by interactions from data sources configured to use the Keep Duplicate Recording feature.

Switches: Search for interactions by specific switch, switch type, and switch call ID.

Targets: If licensed for IAFD, search for interactions by specific targets enrolled in voice biometrics.

Text: If you have the 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. to perform full-text searches, add specific terms or phrases that you want to locate in text interactions or text transcribed from voice interactions.

Trading: For trading environments only, search for interactions by trading-specific attributes.