Search for interactions using full-text search

If 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 perform full-text searches, you can search for interactions that include specific words or phrases to locate in text interactions or text transcribed from voice interactions. To narrow the focus of your search further, use the operators supported for full-text searches.

If you already completed a full-text search, use Back to: Search from the Search Results. The search expression you used displays in the full-text search field.

Before you begin

Confirm that you have the privilege to perform full-text searches. The role assigned to you in User Management Module that an administrator uses to create a profile for each employee in their organization. defines your privileges.
Review the operators and characters supported for full-text searches.
For searches in Keep Duplicate Recording environments, the default search is for primary recordings only. To find recordings from all Recorders, use Advanced Search.
Full-text searches use a specific language. The default language used is what you selected for full-text searches in your preferences.
- To see your preferred language for full-text searches, from Preferences, select 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. tab.
- To override your default language, use 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 Search.
To enter one or more terms or phrases you want to find, use the full-text search field. The field displays the default text of "Search interactions".

For best results, use search criteria that limit the number of interactions found.
Optional: To narrow the focus of your search further, select an operator from the Operators drop-down list. The system appends the operator you select to your search expression.
After inserting an operator, update the field to form a valid expression.
If you are familiar with expression syntax, you can also use your keyboard to enter operators.
System validation of expression syntax occurs when the cursor exits the search field.
If the search syntax is invalid, you cannot submit the search. A red outline around the search field identifies invalid expression syntax. Correct the invalid syntax before searching.
For instances of invalid syntax, point to the search field to see the syntax error as a tooltip.
If your search expression is valid, to see the search results, click Search.