The name of an inactive user no longer appears in the list of evaluators/assessors. Therefore, select an organization or group that is higher in the hierarchy than the inactive group. Alternatively, select the organization or group that includes the inactive employee. The interactions of any inactive groups or employees are displayed in the search results.

To search for items performed by an inactive user, perform a search for all evaluators/assessors (that is, do not select anything in the search criteria). The evaluations/assessments performed by the inactive users appear in the search results.

The fields that are displayed depend on the type of search you perform. For example, the field Assessor is available in Assessment searches only.

In addition, some fields are available in a search but are not displayed by default in the search results. To add the field, click the arrow displayed on one of the columns, select Columns, and then select the field.

If you are searching for interactions, a problem can occur with the filter defined in the User Management Module that an administrator uses to create a profile for each employee in their organization. application for your user profile. A filter problem can occur when filters are assigned for the following values: ANI, PBX ID, DNIS, or Custom Data fields.

Problems can include the following:

• If a filter is defined for numeric values of a certain length, but the system also stores information of a different length. For example, you define a filter range for 11111-22222 (five digits). Your system has data that has four digits (1111). You can receive 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. containing this value in your search results.

• If a filter was created for numeric values, a problem can arise if the system stores data that includes alphabetical characters.

The solution to this problem is to define each filter value individually rather than define a range of values. Using the previous example, do not define the range 11111–22222. Rather, define the From value as 11111 and the To value as 11111. Then, define the next From value as 11112 and the next To value as 11112.

You can be assigned the Search for Any Form option in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. applications. However, you are not assigned the specific form that was used in this evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer./assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions).. In this case, you can view the evaluation/assessment in the search results but not in the Interactions Review workspace Area within an application window where the user interacts with the program.. To view the evaluation, contact The entire communication experience for a customer, from beginning to end. the system administrator to modify your form assignments.

If information you are searching for was updated in the last hour, the updates are not available in your search results.

There can be an employee filter applied on the employee list, which is filtering out employees you are expecting to see.

Clear any applied filters by selecting No Filter in the employee filter list.

If you set your search criteria, and then change what you are searching for, your defined search criteria remains the same except for the dates. For example, you change your search criteria from interactions to evaluations. The dates used for your search are the default dates: interactions from the last 7 days, evaluation/assessments from the last 31 days.