Search for interactions using advanced search
You can perform an advanced search to find interactions based on any of the supported search fields. You can use the advanced search feature from the main search page, from cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., or from search results.
Before you begin
Verify in User Management Module that an administrator uses to create a profile for each employee in their organization. that you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to access 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..
Procedure
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Do one of the following:
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Go to Risk Management. Under Analyze, select Search.
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Go to Risk Management. Under Analyze, select Cases.
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Click Advanced Search.
You can also access the Advanced Search window from the search results. The Advanced Search window opens with your existing search criteria, if any.
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Perform one or more of the following tasks:
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To set the search criteria, click the relevant tab shown on the left side and then select the values that you want to find.
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To restore the default search settings, click Clear All Parameters.
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To locate the Search Criteria (or 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. Filter) section of a previously selected criterion, from the search criteria summary (bottom of the page), click the criterion link at the bottom of the window.
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To save your search criteria, click Save As and enter a name for your search. This option is not available when you are in a case.
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To start the search, click Search.
Matching interactions display in descending order according to Start Time.