Refine results using fields
You can use supported fields to refine your search results to see a smaller set of interactions. Refining the results enables you to identify specific interactions of interest.
The supported refinement fields display with your search results. Only applicable values from the search results set are available in the refining options.
Example: Refine search based on person
Your search results have 10 interactions for John Doe, 20 interactions for Jane Smith, and no interactions for Henry Johnson. For your refining options for the Employee field, the following values are provided: John Doe (20) and Jane Smith (10). Henry Johnson is not available as a refinement field.
Example: Refine search based on confidence level
Refine by minimum and maximum score thresholds for 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. or 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.:
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Use the sliders to establish your search threshold for the confidence level score. The score for the confidence level ranges from -100 through 100.
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Left slider: Set the minimum score threshold for your search. 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. with verification or detection scores below the lower threshold are omitted from your results.
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Right slider: Set the maximum score threshold for your search. Interactions with verification or detection scores above the upper threshold are omitted from your results.
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Instead of using the sliders, you can enter the minimum and maximum search thresholds. The left text box sets the minimum threshold and the right text box sets the maximum threshold.
Procedure
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After performing a search, select Refine Results.
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A count displays next to each value, which identifies the number of interactions associated with the value. For example, for the 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. Direction field if you have both incoming and outgoing interactions, then counts display next to the
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If more than five values exist for a field, a More option is displayed for that field. To display all the relevant values in alphabetical order, click the More option.
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Define the values you want to use to refine your search results.
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For date-based fields: Select start and end dates using the sliders, the date selector, or enter dates according to your regional date format. For example, for US dates enter as MM/DD/YYYY. Date-based fields include: Start Time, End Time, Local Start Time, Local End Time, and Remarked On.
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For time-based fields: Select start and end time using the sliders or enter integers for the duration in the format MM:SS. Use a minimum value of 00:00 and a maximum value of 59:59. If you enter an invalid time, the time resets to 00:00. Time-based fields include: Duration, Interaction Total Hold Time, Wrap Up Time, Processed Time
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For numeric fields: Select the beginning and ending values using the sliders or enter positive, real numbers with unlimited decimal digits. Numeric fields include: Interaction Number of Holds, Destination, Appearance No., Device No., Line ID, Turret ID, Trader Group ID, Rank, ZIP Code.
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For alphanumeric fields: Select the values you want to include and clear values you do not want to include.
The result set is updated immediately according to your refinement selections. The refine fields available to you and their values are updated to reflect the new, refined results.
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To remove a selection for a refining field, clear the check box next to the refining field you want to remove, or click Clear.
To remove all selections for all refinement fields, from the bottom of the Refine Results list, click Clear All.
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To hide the contents of the Refine Results panel, click
.To show the contents of the Refine Results panel, click
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For environments with Keep Duplicate Recording enabled, the counts shown vary based on how you searched for interactions.
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If you did not use Advanced Search, the results and counts include only Primary recordings.
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If you used the Recorders tab of Advanced Search:
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With Is Primary Session set to Yes (default), the results and counts include only Primary recordings.
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With Is Primary Session set to No, the results and counts include only Secondary recordings.
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With Is Primary Session set to Both, the results include Primary and Secondary recordings. However, the counts shown include only Primary recordings.
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