Extension

Description

The extension number of the employee who participated in 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..

In searches, it is used to search for interactions, evaluations, and assessments.

Field information

N/A

Valid characters

You can type multiple values, separated by a comma. Each value can contain up to 256 alphanumeric characters.

Value can contain:

  • Any number

  • Any letter (in any supported language)

  • Special characters:

    Valid special characters

    !

    @

    #

    $

    %

    ^

    &

    *

    ()

    _

    +

    =

    <>

    ,

    .

    ?

    /

    :

    ;

    '

    {}

    []

    |

    ~

    `

     

     

     

     

     

  • Numeric value can be any number between -2^31 (-2,147,483,648) and 2^31 - 1 (2,147,483,647)

Wildcard usage

  • You can search for an extension using either the single character placeholder (?) or multi-character placeholder (*).

    For example, when you type 180*, the system retrieves interactions dialed to 1800 and 1801.

  • In searches with multiple Extension values, wildcards are not permitted.

Indexed

It is an indexed field, meaning that performing a search based on this field improves the search performance.

Note

When using wildcards at the beginning of a string (for example, *1234), indexed search improvements do not apply, and a timeout or a long search time may occur. In this case, add extra criteria to the search.

Related topics 

Additional criteria to narrow your search