Search for interactions by the device type where the interaction was recorded. To limit the types retrieved, select one or more types. Only licensed interaction types are available to you. Select from:

• Desktop: An interaction with events triggered from an employee desktop and triggered by Desktop and Process Analytics or a third-party application.

• Email: An interaction sent between the customer and the employee, or between two different employees, by the email system.

• Face to Face: (If licensed for Face to Face Interaction Recording) An interaction of audio and screen activity for in-person interviews from a laptop or desktop computer, while in a location such as a branch office or client site.

• Feedback: (If licensed for Enterprise Feedback Management IVR) An interaction from context-sensitive surveys used to capture feedback from customers immediately after a phone interaction occurs.

• Instant Messaging: An interaction captured from private conversations between participants that used instant messaging, such as Facebook Messenger, Instagram Direct Messaging, WhatsApp, and similar messaging applications.

• Phone: An interaction between a customer and an employee or between two different employees over a telephone handset.

• Radio Group Call: (If licensed for Public Safety) A Public Safety interaction recorded from a radio group.

• Radio SMS: (If licensed for Public Safety) A Public Safety interaction recorded from SMS text.

• External: A record of an interaction not recorded by the system.

• Real Time Monitoring: An interaction resulting from a live monitor session, where a supervisor listened to and viewed agent activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. as it took place for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer., coaching and compliance purposes.

• Social Media: An interaction captured from public messages on a social media platform Predefined logical group of server roles installed together on a physical server., such as Facebook, Instagram, Twitter, and similar platforms.

• Trading intercom: (For trading environments only) A trading intercom interaction is an internal conversation between two or more traders through a handset or over the microphone and speakers. An intercom interaction is similar to a phone interaction. CTI recording control for the intercom is typically available.

• Trading shout: (For trading environments only) A trading shout interaction results from a trader issuing a brief communication through the speaker channel.

• Trading speaker: (For trading environments only) Turret speakers enable traders to listen and speak with multiple parties simultaneously. Audio from the turret speakers can be mixed when recording occurs. For example, two, four, or eight speakers are mixed into a single recording channel. When you replay a trading speaker interaction, understand that mixing of audio does occur.

• Virtual call: A record of an interaction entered into the system but not recorded.

• Web chat: An interaction captured from online, text-based interfaces.

Use the Select All and Clear All links to select all types according to your search needs.

Default value: None

Search for interactions by the type of media recorded for the interaction. Use the radio buttons to include, exclude, or make optional each type of media supported.

For each media type, you can perform the media search for Must Include, Must Exclude, or Optional.

Select from the types shown:

• Attachment: Attached documents, such as those exchanged during a text chat

• Audio: Recorded voice for the employee and the customer

• Screen: Employee screen activity

• Share: Video recording of a screen share during an interaction with multiple participants (for example, a Microsoft Teams meeting)

• Text: Text-based chat between the employee and the customer

• Video: Video of the people speaking during the interaction when using a supported video-capable telephone

Use the Include All, Exclude All, and All Optional links to select all types according to your search needs.

Default value: Optional, for all media types

• When search values are hidden, click to show search values for the field.

• When search values are shown, click to hide search values for the field.

Search for interactions based on how long they lasted. The duration of the interaction, in seconds. The duration is based on the start and stop time from CTI, as determined by the Recorder Integration Service (RIS). For example, if the start time is 13:21:00, and the end time is 13:22:10, the duration is 1 minute and 10 seconds.

Select from the following comparison operators:

• Less than

• Between

• More than

• Equal

• Not equal

After a comparison operator is selected, enter a specific duration for the search in the format MM:SS.

• Default value: None

• Minimum value: 00:00, Maximum value: Valid integers for the minutes and seconds format

Search for interactions based on the direction of the call that started the interaction. The direction of the interaction can be one of the following:

• Inbound

• Outbound

• Internal (interactions performed within the enterprise)

• Unknown (interactions where the system cannot determine the direction).

Default value: None

Search for interactions based on comments entered for the interaction remarks.

Enter any alphanumeric or special characters, except special characters not allowed.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Characters not allowed:

• Double quotation marks (")

• Caret (^)

• Backslash (\)

Search for interactions based on the number dialed. The automatic number identification (ANI) or Caller ID associated to the first recorded interaction of a contact The entire communication experience for a customer, from beginning to end.. ANI is derived from CTI and is specific to the switch and interaction scenario.

Enter any alphanumeric or special characters, except special characters not allowed.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Characters not allowed:

• Double quotation mark (")

• Caret (^)

• Backslash (\)

The dialed number identification service (DNIS) associated to the first recorded interaction of a contact. DNIS identifies the number that the caller dialed, useful in enterprises where calls to multiple numbers can be directed.

Enter any alphanumeric or special characters, except special characters not allowed.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Characters not allowed:

• Double quotation mark (")

• Caret (^)

• Backslash (\)

Search for interactions based on the ANI or the DNIS value. Use the Participant search when the value required occurs in either or both fields. If the value entered occurs for either the ANI or the DNIS, the interaction is included in the search results.

Enter any alphanumeric or special characters, except special characters not allowed.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Characters not allowed:

• Double quotation marks (")

• Caret (^)

• Backslash (\)

The extension number of the employee who participated on the interaction.

Enter Unicode characters in the range of \u00BF-\u1FFF\ and \u2C00-\uD7FF. These ranges include all characters for any language.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Characters not allowed:

• Leading blank

• Trailing blank

Search for interactions based on the ID the employee uses to log into the switch or the employee’s PC login name.

Enter Unicode characters in the range of \u00BF-\u1FFF\ and \u2C00-\uD7FF. These ranges include all characters for any language.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Characters not allowed:

• Leading blank

• Trailing blank

Search for interactions based on the number of times a customer was put on hold. For systems with multiple switches, rather than using the systems' Contact ID to gather the various interactions comprising an entire contact, a different method is used (either Switch Call ID or ANI). In such usage, this field may not contain information related to the entire contact.

Select from the following comparison operators:

• Less than

• Between

• More than

• Equal

• Not equal

After a comparison operator is selected, enter a specific number of holds as a positive number.

• Default value: None

• Minimum value: 0, Maximum value: None

Search for interactions based on the sum of the interval(s) during which a customer was on hold.

Select from the following comparison operators:

• Less than

• Between

• More than

• Equal

• Not equal

After a comparison operator is selected, enter a specific duration for the search in the format MM:SS.

• Default value: None

• Minimum value: 00:00, Maximum value: Valid integers for the minutes and seconds format

Search for interactions based on the recording method. The recording method is either CTI or VOX.

Select from the following options:

• Yes (CTI)

• No (VOX)

Default value: None

Search for interactions where the employee used the mute button, resulting in a portion of the interaction being inaudible due to partial recording.

Select from the following options:

• True

• False

Default value: None

Search for interactions based on the numeric Recorder server ID where the recording took place.

Value can be any sequence of alphanumeric characters.

• Default value: Blank

• Minimum characters: 0, Maximum characters: Unlimited
  

Search for interactions based on the wrap-up time, the duration between the end of the current interaction and the beginning of the next interaction that an employee handled.

Select from the following comparison operators:

• Less than

• Between

• More than

• Equal

• Not equal

After a comparison operator is selected, enter a specific duration for the search in the format MM:SS.

• Default value: None

• Minimum value: 00:00, Maximum value: Valid integers for the minutes and seconds format

Search for interactions based on the system identifier that identifies the recording segment associated with the interaction.

Value can be any sequence of alphanumeric characters.

• Default value: None

• Minimum characters: 0, Maximum characters: Unlimited

Search for interactions without using the filters defined in the User Management Module that an administrator uses to create a profile for each employee in their organization. or the 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. Settings. Available only when your user profile is assigned privileges in User Management to search for interactions outside your filters. Filters limit the interaction information accessible by data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. and basic CTI metadata.

Default value: Cleared

Search for interactions that have been deleted from the system. Available only when your user profile is assigned privileges in the User Management application to search for deleted interactions.

Default value: Cleared