Additional criteria to narrow your search

To narrow your search results (for performance purposes), do one or both of the following in your search criteria:

• Define an interactions/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). date range up to 31 days.

• Add at least one of the following indexed fields (type a value without using wildcard characters, or select a single value from a list):

  • Assessed by

  • Assessment date

  • Categories

  • Channel

  • CD1-CD8, CD24-CD300

  • Contact ID

  • ANI

  • DNIS

  • Employee:

    • Employee

    • Leaf Group (a group that has no groups beneath it)

    • Leaf Organization (an organization that has no organizations beneath it)

  • Evaluated By

  • Evaluation Custom Data (ECD1-ECD20)

  • Evaluation date

  • Extension

  • Flags (Contact flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions./Evaluation flags)

  • Forms

  • Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Date

  • Number of conferences

  • Number of transfers

  • Participant (ANI,DNIS)

  • PBXId

  • Recorder

  • Text

  • Total Hold Time

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