Use Local Time
Description
Used to search for 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./evaluations/assessments according to the local time Time axis in the system that refers to the time on the clock in the location where the operation occurred. as follows:
-
When searching for interactions, use to search according to the local time of the employee at the time of recording.
-
When searching for evaluations/assessments, use to search according to the local time of the employee at the time of 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)..
For example, interactions stored in your system are recorded in different time zones and in different continents. Search for all interactions recorded in the morning between 8 AM and 10 AM at the local time of the employee. This search retrieves morning interactions from multiple time zones, without requiring you to calculate the time difference. You can receive interactions that were recorded at 8 AM in local India time and 8 AM local New York time.
Field information
N/A
Valid characters
N/A
Wildcard usage
N/A
Indexed
No
Note
The Start Time, Evaluation Time, and Assessment Time columns always display the time according to the time zone set in your preferences (go to Preferences, under General, select Regional Settings), even if you select Use Local Time in your search criteria. To display the local time of the employee at the time of the recording, evaluation, or assessment, select Local Start Time, Local Evaluation Time, or Local Assessment Time from the list of columns.