Download the results set

If you have the relevant 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., you can download the results set to a CSV file for further analysis.

The CSV file displays the same columns and date and time settings as displayed in the system. The last column in the table contains a URL link to the 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. or the evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer.. For external evaluations, no URL link is available.

For columns with icons that display tooltips (for example, the Media Type column), the tooltip text appears in the column in the CSV file instead of the icon. Columns with icons that link to an information window are not included in the CSV file (for example, the Data column).

Procedure 

1. From the Search Results, the Inbox folder, or the Flags folders, click the Additional Actions button in the upper right corner.

2. Click Download Results.

   The results set is downloaded to a CSV file.

3. To drill down to an interaction from the CSV file, in the Interaction Link column, click the URL link or copy and paste the URL in a browser window.

   If you have permission to access the interaction, the interaction opens in the Interaction Review workspace Area within an application window where the user interacts with the program..