Select the method you want to use to locate interactions.

• Find interactions based on employees you select from an alphabetized list (last name, then first name).

• Find interactions based on employees you select from the organizations to which they belong.

• Find interactions based on organizations you select from the organizational tree.

• Find interactions based on groups you select.

Employee filters for list

• Select an existing filter from the drop-down list.

• Use the create filter icon to establish a new employee filter.

• Available only when searching for employees by Name or in the Employee Tree.

Default value: All Current, which includes all employees that you have access to view.

Dynamic list search

Enter any sequence of alphanumeric or special characters in the search field. The list updates as you type the search argument.

Default value: None
Minimum characters: 0, Maximum characters: Unlimited

List options

Use the list options icon to perform the following actions on the list. The options available vary, depending on which type of entity you have selected.

• Select All

• Select None

• Refresh

• Sort by First Name (Employees only)

• Sort by Last Name (Employees only)

• Show Inactive (Groups only)

Search for interactions without considering the employees that handled the interactions. You can search for any 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. whether you have or do not have visibility to the employee that handled that interaction. You can also search for instances where no employee is associated with the interaction.

Default value: Cleared

Click to add or remove items for the Employees, Selected Employees, and Selected Groups lists.

Employees added to this list are included in the search.