Names of the speech categories to which this interaction is associated. The category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions.'s ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. is displayed next to each category name.

This column can also include categories for which the interaction no longer qualifies (as a result of a category modification). To view the list of categories that currently qualify for the interaction, access the interaction.

Date and time that the form was submitted.

The date and time are displayed according to the time zone set in your preferences (go to Preferences, under General, select Regional Settings). To display the local time Time axis in the system that refers to the time on the clock in the location where the operation occurred. of the employee at the time the form was submitted, select Local Assessment Time from the list of columns.

Available in assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). searches and folders.

This column is available in assessment searches and folders, only if in the User Management Module that an administrator uses to create a profile for each employee in their organization. application, you are assigned rights to view this column.

The column can be empty if the assessor has been deleted.

This column is available in interaction searches and interaction-related folders (flagged contact folders, Inbox).

This column is only displayed when drilling down to the best/worst evaluations from the KPI View in the Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. application for a KPI mapped to a form component (a section, category, or question).

In the drill to interactions results, the Component Score column displays the score obtained for the mapped form component.

To view the name of the component associated with the score in a tool tip (for example, the section or category name), point to the Component Score column heading.

Duration of the entire contact in hh:mm:ss format.

The contact duration is based on CTI.

Note:

• The contact start time is based on content start time, and the interaction duration is based on CTI. Therefore, the contact duration differs from both the duration from CTI and the duration based on content recorded.

• Contact duration for Recording Rules is not defined in the same way and is based on CTI call duration.

• If Cradle-To-Grave is enabled, contact duration is calculated by subtracting the First grouped contact start time from the last grouped contact end time.

is displayed if contact flags are assigned to this contact. The number in parentheses represents the number of flags that are assigned to the contact.

is displayed if there are no contact flags assigned to this contact.

Clicking these icons enables you to assign or unassign contact flags to a contact.

The information shown in this column applies only to those flags that are assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. application.

This column is available for leaders only and not for employees.

For additional information, See Appendix A - Interactions Fields.

Custom Data fields can contain either 32, 64, 128, or 256 alphanumeric characters, or a number, depending on the Custom Data field.

The CX Score is an AI-generated value that quantifies the customer experience on an interaction using a score from 0.00 to 10.00. A higher score indicates a more positive customer experience. Available when licensed for the CX/EX Scoring Bot.

For each numeric score shown, the system also displays an icon that corresponds to where the score falls within the possible range of the CX Score: 

• 8.00–10.00: High

• 3.00–7.99: Medium

• 0.00–2.99: Low

If an interaction does not have an CX Score, then the CX/EX Scoring Bot did not evaluate the interaction.

Clicking opens the Interaction Data window, displaying information on the interaction and its related contact (available also in the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction.).

The rows displayed in the Interaction Data window are also available in the search Results Set (and appear in this table).

Use the search fields to find specific interaction or contact information in the table. Matching occurrences are highlighted and you can move between occurences using the up/down arrows.

If Cradle-To-Grave is enabled, most of the contact information is empty for up to 3 hours, from the start time of the first interaction.

The Data column can be empty if the interaction was recorded without CTI data.

This column is available in interactions searches if you selected to search for hidden interactions.

You must be assigned 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 for hidden interactions.

This column can empty if the interaction was recorded without CTI data.

This column can empty if the interaction was recorded without CTI data.

Displays the direction of the interaction, either incoming, outgoing, internal, or unknown.

Duration of the interaction in hh:mm:ss format.

If the duration exceeds a predefined value, it is displayed in red when clicking during real-time monitoring. This setting is defined in the Interactions Preferences; the default is 5 minutes.

The Emotions icon is displayed for interactions in which the Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. application detected “emotions.”

Displays the employee first name and last name.

The name is displayed according to the Regional Format settings defined for the employee in the employee Preferences. For example:

• English (United States) setting: displays the employee name as last name, first name

• Portuguese (Brazil) setting: displays the employee name as first name, last name

If the employee has no sign in name, the name is displayed according to the system default Regional Format setting (defined in the Enterprise Settings).

This column can be empty in the following cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.:

• The employee has been deleted

• In User Management, the employee PBX ID was incorrectly defined

• Searching a remote database

• When the employee was defined in the system recently (20 minutes ago)

• In systems with a free seating arrangement

Clicking displays the Employee Quickview Feature in Interactions that allows you to view information about the employee who participated in an interaction..

The date and time the interaction ended. The end time is calculated by adding the interaction duration to the start time. For example, if the start time is 13:21:00, and the duration is 1 minute and 10 seconds, the end time is 13:22:10.

The interaction start time is based on the content start time, and the interaction duration is based on CTI. Therefore, the interaction end time differs from both the end time from CTI and the time content recording ended.

is displayed if you evaluated the interaction.

This column is available only in interaction searches if you selected the Indicate my evaluations option in the search criteria.

This column is available in evaluations and assessments searches and folders. It is not available in the Draft Evaluations/Assessments views.

The actual captions are customer configurable and can appear with any label such as Account Number, Transaction, Site, and Line of Business.

is displayed if evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. flags are assigned to this evaluation. The number in parentheses represents the number of flags that are assigned to the evaluation.

is displayed if there are no evaluation flags assigned to this evaluation.

Clicking these icons enables you to assign or unassign evaluation flags to an evaluation.

The information shown in this column applies only to those flags that are assigned to your group and role in the Assignment Manager application.

This column is available in evaluation searches and folders. It is not available in the Draft Evaluations views.

Date and time that the form was submitted.

The date and time are displayed according to the time zone set in your preferences (go to Preferences, under General, select Regional Settings). To display the local time of the employee at the time the form was submitted, select Local Evaluation Time from the list of columns.

This column is available in evaluation searches and folders.

This column is unavailable in evaluation searches and folders if in User Management, you are assigned the Hide Evaluator in Evaluations privilege.

The column is empty if the evaluator has been deleted. If the evaluation was submitted by an automated process, this column displays AQM.

The EX Score is an AI-generated rating of the employee experience during the interaction. The rating is either positive, neutral, or negative. Available when licensed for the CX/EX Scoring Bot.

The system displays one of the following icons to classify each interaction:

• Positive

• Neutral

• Negative

If an interaction does not have an EX Score classification, then the CX/EX Scoring Bot did not evaluate the interaction.

is displayed if the interaction qualified for an exception rule.

This column can display 0 if the interaction was recorded without CTI data.

is displayed if no feedback session has been initiated, or, a session has been initiated but there is no new feedback.

is displayed if there is new feedback that you have not yet seen.

You can send feedback or view feedback sent to you by clicking these icons.

The Feedback column is available in the Forwarded to Employees and My Evaluations folders.

The column is available only if in the User Management application, you are assigned rights to send feedback.

This column is available in evaluation/assessment searches and folders.

The column can be empty if the form has been deleted.

This column is available in evaluations and assessments searches and folders, only if in the User Management application, you are assigned rights to view this column.

It is not available in the Draft Evaluations/Assessments views.

This column is available in all searches.

This column is available in all searches.

Displays the Interaction type, either Desktop, Phone, Email, Web Chat, Virtual Interaction, Instant Messaging, Social Media, Real Time Monitoring, or Feedback.

Employee local time at the time the assessment was submitted.

This column is available in assessment searches and folders.

Employee local time at the time the evaluation was submitted.

This column is available in evaluation searches and folders.

Employee local time at the time that the recording ended.

This time is either the local time of the employee or the local time where the system recorders reside, depending on how your system is configured.

Employee local time at the time that the recording started.

This time is either the employee local time or the local time where the system recorders reside, depending on how your system is configured.

Displays which media types are available for the interaction. The available media types include screen, audio, video, text, share, and collections.

The column is empty when the interaction has data only (no screens, audio, video, text, share, or collections).

The number of evaluations you performed on this interaction.

This column is only available in the Inbox folder. Sorting the Inbox by this column enables you to identify easily which interactions you have already evaluated.

This column is available in assessment searches and folders, and interaction searches.

For additional information, See Appendix A - Interactions Fields.

The number of evaluations that were performed on an interaction.

If your system has Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys. evaluations (surveys transferred from the Customer Feedback application), this value also reflects these Customer Feedback evaluations performed on this interaction.

This column is available in evaluation searches and folders, and interaction searches.

For additional information, See Appendix A -Interactions Fields.

For additional information, See Appendix A -Interactions Fields.

This column is available in evaluation searches and folders. It is not available in the Draft Evaluations view.

The column can be empty if the organization/group has been deleted.

is displayed if the form passed a predefined score, if passing scores are defined under Form Designer.

This column is available in evaluations/assessments searches and folders.

It is not available in the Draft Evaluations/Assessments views.

If the switch/CTI Server does not provide PBX ID, the employee logon name is displayed. If this column includes letters, they are displayed in lowercase (excluding old records from previous versions).

This column is relevant for all searches.

This column is available in evaluations and assessments searches and folders, only if in the User Management application, you are assigned rights to view this column.

It is not available in the Draft Evaluations/Assessments views.

This column is available in interaction searches and interaction-related folders (flagged contact folders, Inbox).

Redaction status and user role Entity assigned to users to define their access permissions to applications. privileges determine whether you can replay and export interactions. Redaction status and user role privileges determine whether you can replay interactions. You can identify redaction status using the icons shown in search results. 

• Not required: No redaction was required for the interaction.

  This status applies to:

  • Interactions captured by a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. or rule that does not require redaction.

  • Interactions captured before availability of the redaction feature.

• In progress: The system is processing the interaction to redact sensitive information. Check back in a few hours to see the results of the processing.

  While in this state: 

  • Users without the Replay without redaction privilege cannot replay the interaction media.

  • Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of an interaction in this state can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege cannot export the interaction media.

  • Users with the Export without redaction privilege can export the interaction media as captured. Export of an interaction in this state can include personally identifiable information (PII) and is audited.

• Successful: The system successfully processed the interaction to redact sensitive information. This also includes interactions successfully processed that contain no personally identifiable information (PII).

  Once in this state:

  • Users without the Replay without redaction privilege replay the redacted media.

  • Users with the Replay without redaction privilege can choose whether to replay the redacted media (default) or to replay the unredacted media, which can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege export the redacted media.

  • Users with the Export without redaction privilege can choose whether to export redacted media during export (default) or to export unredacted media, which can include personally identifiable information (PII) and is audited.

• Failed: The system attempted to redact the interaction, but redaction processing failed.

  While in this state:

  • Users without the Replay without redaction privilege cannot replay the interaction media.

  • Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of interactions in this state can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege cannot export the interaction media.

  • Users with the Export without redaction privilege can export the interaction media as captured. Export of interactions in this state can include personally identifiable information (PII) and is audited.

If the remark contains three dots (...), point to the remark to view the entire remark.

Name of the user that added/edited the remark.

The column can be empty if the user has been deleted.

Date and time that the remark was added/edited.

Clicking locally removes an item (interaction/evaluation/assessment) from a folder, but it can still be searched for.

This column is not available in the Draft Evaluations/Assessments views.

Removing an item from any flagged folder results in an email message or pop-up message alert to specific users. This behavior depends on whether it is defined in the Tracking module.

In addition, removing an item from a flagged folder does not unassign the corresponding flag from the removed item.

This column is available in interactions searches and interactions-related folders (flagged contact folders, Inbox). It is only displayed if you require replay approval.

Displays the replay status of the interaction.

• Locked: Interaction cannot be played back. Your replay request is either denied or expired, or your approval expired, or you have not yet submitted a request.

• Approved: Interaction can be played back. Your replay request is approved.

• Pending: Interaction cannot be played back. Your replay request is pending approval.

To display the replay status details in a separate window, click the status icon.

Number of evaluations users have performed on the interaction.

If your system has Customer Feedback evaluations (surveys transferred from the Customer Feedback application), this value also reflects these Customer Feedback Evaluations, performed on this interaction.

This column is available in the Inbox folder.

Number of the screen recorder that recorded the screen during the interaction. The screen recorder records the screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. on the employee workstation and generates a file with compressed data. This screen file can later be played back with the audio portion of the interaction.

This column is available in interaction searches and interaction-related folders (flagged contact folders, Inbox).

Interaction start date and time. The start time of the recorded content (audio/screen/video) determines the start time.

Note:

• The interaction start time can differ by a small amount from the contact start time. This difference in time can occur when audio is recorded before the CTI start of the call, such as in configurations where ringing is not recorded.

• If you use Start at Trigger recording, the interaction start time can differ significantly from contact start time. This time difference occurs because audio or screen recording is only started once a Recording Rule triggers.

• The interaction start time can be before the first tagged CTI event in playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen.. In these cases, the CTI event tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. displayed in playback can have negative timestamps.

• The start time is displayed according to the time zone set in your preferences (go to Preferences, under General, select Regional Settings). To display the local time of the employee at the time of the recording, select Local Start Time from the list of columns.

The value that appears is determined when performing the evaluation/assessment.

This column is available in evaluations and assessments searches and folders, only if in the User Management application, you are assigned rights to view this column. It is not available in the Draft Evaluations/Assessments views.

The value that appears is determined when performing the evaluation/assessment.

This column is available in evaluations and assessments searches and folders, only if in the User Management application, you are assigned rights to view this column. It is not available in the Draft Evaluations/Assessments views.

For additional information, See Appendix A -Interactions Fields.

For additional information, See Appendix A -Interactions Fields.

For additional information, See Appendix A -Interactions Fields.

is displayed if you have already accessed the interaction.

This column is available in all the folders.