If you cannot find an 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., verify that the person you are looking for belongs to a group/organization to which you are assigned, or that you have been assigned privileges in the User Management Module that an administrator uses to create a profile for each employee in their organization. module to access the person’s interaction.

You may have searched for a field that is not displayed by default in the search results list.

To add the field’s column to the search results lists, click the arrow displayed on one of the columns, select Columns and then select the column to add.

If some information you are looking for was updated in the last hour, the updates may not be available in your search results, depending on the type of the search you performed:

• If you do not specify any particular field value in your search criteria, the updated information is available up to an hour after the change. For example, if an employee was deleted in the last hour, and you perform a search for all groups immediately after the deletion, the deleted employee still displays in the search results.

• If you do specify a particular field value in your search criteria, the updated information is available immediately.

If you receive a message notifying you that the search cannot be completed due to a long date range, reduce the time range specified in the search. It is recommended to specify a range of up to two days.

By default, search includes interactions for both CTI signaling and VOX recording. To filter by recording method, and thus eliminate the duplicates, use the Has CTI field found on the interactions tab of Advanced Search.

In most cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., when saving a search, you should include a filter for Has CTI that is set to Yes.

Employee search is based on the employees created in User Management, not the employees created using manual or automatic enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call. in 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..