Media Type

Description

An 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. can contain one or more media types such as audio, screen, video, text recordings, or share. Some interactions contain data only (no audio, screen, video, text, or share recordings).

In searches, the media type is used to search for interactions, evaluations, and assessments that include or exclude one or more media types. When searching for evaluations, you can also include contributions as a media type in your search criteria.

Field information

Select the relevant radio buttons for the media types you want to include or exclude in your search results:

Must Include: To search only for interactions that contain a certain media type, select Must Include for each media type that must be included in the search results.

For example, if you select to include audio, video, and screen, only interactions that have audio AND video AND screen will be returned. If an interaction contains only audio and video, it will not appear in the search results.

To search for interactions that include all media types, select Include All. Only interactions that include ALL the media types will be returned in the search results.
Must Exclude: To search only for interactions that do not contain a certain media type, select Must Exclude for each media type that must be excluded from the search results.

For example, if you select Must Exclude for audio and video, only interactions that include other media types will be returned in the search results.

To search for interactions that do not contain a media type (data only), select Exclude All.
Optional: If you don't care whether a certain media type is included in the search results, select Optional for that media type. The search returns interactions that include the optional media type, and interactions that do not include the optional media type. You can also use Optional to search for interactions that contain at least one of the media types that are marked as Optional.

For example, to only search for interactions that contain audio OR video OR audio and video, set audio and video as Optional, and set all other media types as Must Exclude.

To search all interactions, including interactions that contain data only, select All Optional.

Valid characters

N/A

Wildcard usage

N/A

Indexed

Note

If you use this field, add extra criteria to the search.