Search outside visibility search
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.
Each employee is assigned one or more organizational roles in the enterprise. The role or the combined role privileges assigned determine the organization(s) and the associated employees visible to each user in 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.. This visibility is also referred to as "organizational scope."
The default search behavior shows interactions only for employees in your organizational scope. To see interactions for employees outside your organizational scope, select the Search outside visibility option in Risk Management.
Where to find
From Advanced Search, select Employees.