Perform an advanced search

You can perform an advanced search to search for interactions, evaluations, or assessments according to any of the full set of available fields.

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Before you begin

Verify that in the User Management Module that an administrator uses to create a profile for each employee in their organization. application 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 search.
To include automated evaluations in an evaluations search, verify that you are assigned the Search for Evaluations Made by Leader of my Group(s) privilege. Automated evaluations are identified in the search results by the AQM evaluator in the Evaluator column.
Verify that you are familiar with the search criteria fields detailed in Interactions fields .

Procedure

From the Search workspace Area within an application window where the user interacts with the program., click Advanced Search.

You can also access the Advanced Search window from the search results set (where the Advanced Search window opens with your existing search criteria)
In Search For, select whether you are searching for interactions (default), Evaluations, or Assessments.
To set the search fields, select the relevant Search Criteria section and set the values you want to search for. At least one criterion must be selected, which by default is the date range for interactions.

To restore the default settings, click Clear All Parameters.

To locate the Search Criteria section of a previously selected criterion, from the search criteria summary (bottom of the page), click the link of the criterion.

To save your search criteria, click Save or Save As.
Click Search.

The matching interactions/evaluations/assessments are displayed in descending order according to:
- Start Time field 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. searches
- Evaluation/Assessment Time field for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. or assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). searches
If an error is received that your search criteria are too broad, add additional criteria to your search. See Additional criteria to narrow your search