The row number corresponding to 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. in the Search Results list. The row numbers are not affected by changing the sort order.

Use the number to reference a specific interaction when two users are viewing the same set of results with the same sort order.

The relevance of the interaction to your search. The number of stars indicate the level of relevance. The interactions with the highest relevance to the search performed show five stars and appear at the top of the list.

Opens the Interaction Details pop-up with interaction metrics. Interaction metrics are grouped into general, and speaker separation Method used in Speech Analytics of segmenting and labeling speaker information in the audio of a recorded interaction. metrics.

The name of the employee associated with the interaction.

The start time of the call according to the location at which the call was recorded.

For example, an interaction recorded in Los Angeles at 7.00 AM Pacific Time (PST) would always display 7.00 AM as the Local Start Time, even if the logged-user belongs to a different time zone.

The start time of the call according to the time zone of the logged in user, including daylight time shifts if any.

For example, for an interaction recorded in Los Angeles at 7:00 AM Pacific Time (PST), the Start Time for the user in New York (EST) would display 10:00 AM.

The duration of the interaction.

Redaction status and user role Entity assigned to users to define their access permissions to applications. privileges determine whether you can replay and export interactions. Redaction status and user role privileges determine whether you can replay interactions. You can identify redaction status using the icons shown in search results. 

• Not required: No redaction was required for the interaction.

  This status applies to:

  • 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. captured by a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. or rule that does not require redaction.

  • Interactions captured before availability of the redaction feature.

• In progress: The system is processing the interaction to redact sensitive information. Check back in a few hours to see the results of the processing.

  While in this state: 

  • Users without the Replay without redaction privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. cannot replay the interaction media.

  • Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of an interaction in this state can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege cannot export the interaction media.

  • Users with the Export without redaction privilege can export the interaction media as captured. Export of an interaction in this state can include personally identifiable information (PII) and is audited.

• Successful: The system successfully processed the interaction to redact sensitive information. This also includes interactions successfully processed that contain no personally identifiable information (PII).

  Once in this state:

  • Users without the Replay without redaction privilege replay the redacted media.

  • Users with the Replay without redaction privilege can choose whether to replay the redacted media (default) or to replay the unredacted media, which can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege export the redacted media.

  • Users with the Export without redaction privilege can choose whether to export redacted media during export (default) or to export unredacted media, which can include personally identifiable information (PII) and is audited.

• Failed: The system attempted to redact the interaction, but redaction processing failed.

  While in this state:

  • Users without the Replay without redaction privilege cannot replay the interaction media.

  • Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of interactions in this state can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege cannot export the interaction media.

  • Users with the Export without redaction privilege can export the interaction media as captured. Export of interactions in this state can include personally identifiable information (PII) and is audited.

Indicates that the employee has recorded screens during the interaction. View the screen recording in the Review Interaction workspace Area within an application window where the user interacts with the program..

Indicates if the interaction contains emotion characteristics.

The categories with which the interaction is associated.