Search for interactions in a case or a recycle bin

You can perform a basic search within a case or 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. to locate interactions by person (employee, customer, target), watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise., and the last number of days/weeks/months/years.

For searches in Keep Duplicate Recording environments, the default search is for primary recordings only. To find recordings from all Recorders, use the Recorders tab of Advanced Search.

Procedure

Go to 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.. Under Analyze, select Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously..
From the left pane, expand the Cases drop-down list and then select a case or recycle bin that contains interactions.

Set the basic search fields:
- From the Last: Enter the number of Days, Weeks, Months, or Years to set how far back in time you want to search for 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.s.
- Search By: Search by person (employee, customer, target) or watch list.
  - For customer and target searches, use the drop-down item to limit your search by either type of person enrolled in Risk Management.
  - For employee searches, use the drop-down item to limit your search by employee or other organizational entity. You can find people by name in the organizational tree, select entire organizations, or select entire groups. Use CTRL + click or SHIFT + click to make multiple selections.
    
    For best results, use search criteria that limit the number of interactions found.
Click Search.

The matching interactions are displayed in descending order according to the Start Time column.