Interaction Records Search

Bright Pattern Documentation

Generated: 10/21/2021 5:11 pm
Content is available under license unless otherwise noted.

Search Criteria

Interaction records searches may be narrowed down with specific search criteria. If, for example, you wish to search for interaction records pertaining to one agent only, you may add the agent condition to your search, specifying the agent's name, in order to view interaction records search results for just that agent.


Click "add condition" to view available search criteria


The criteria for such searches are listed in a drop-down menu that appears when you click add condition.


Select the conditions of your search


Search Criteria Descriptions

The criteria for such searches are described in the order in which they appear in the drop-down menu on the Interaction Records > Search page. Note that the criteria shown in the drop-down menu will depend on the media type (i.e., voice, chat, email) that you select for your search. Please note: Some criteria are not available to users with BPO client privileges only; these criteria will be marked with an asterisk (*).

KM template used *

KM template used (where "KM" refers to "Knowledge Management") returns records of interactions where any Knowledge Base article was used. Note that KM template used applies to text-based interactions only. This criterion is not available to users who only have BPO client privileges.

account number

account number returns call attempts made with respect to the calling list record that contains the specified value in the field of the account number type.

agent *

agent returns records of interactions handled by the agent with the specified username. This criterion is not available to users who only have BPO client privileges.

case ID *

case ID returns records of email interactions associated with the specified case. This criteria is not available to users who only have BPO client privileges.

connected to *

connected to returns records of calls answered at the specified phone number. This criterion is not available to users who only have BPO client privileges.

direction

direction can be used to limit the search to incoming, outgoing, or internal interactions only. Note that not all directions apply to all media types.

disposition

disposition returns records of interactions that were processed with the specified disposition.

duration

duration returns records of interactions whose overall duration was greater than or less than the specified value.

ended after

ended after returns records of interactions whose processing ended after the specified date and time.

ended before

ended before returns records of interactions whose processing ended before the specified the date and time.

first name *

first name returns records of interactions handled by agents with the specified first name. This criterion is not available to users who only have BPO client privileges.

from

from returns records of interactions originated from the specified address.

global interaction_id

global interaction_id returns interaction record(s) with the specified Global interaction identifier.

has call problem *

has call problem is used to search for calls that were marked by agents as calls with quality problems. You can select a particular type of problem or set it to any to get all records with quality problems of any kind. This criterion is not available to users who only have BPO client privileges.

has recording

has recording returns records of calls that have voice recordings available for playback in the system. This search condition does not return records of calls whose recordings were deleted due to the data storage limits imposed by your service provider.

has screen recording *

has screen recording returns records of calls that have screen recordings available for playback in the system. This search condition does not return records of calls whose recordings were deleted due to the data storage limits imposed by your service provider. This criterion is not available to users who only have BPO client privileges.

has voice signature

has voice signature returns records of calls during which a voice signature was collected from the customer. This search condition returns records of calls whose recordings were deleted due to the data storage limits imposed by your service provider. Assuming that you had those recordings exported and stored externally, you can use details of such records (e.g., GIID) to look for those recordings in your external storage.

in email subject *

in email subject returns records of all email interactions containing the specified text in their subject. This criterion is not available to users who only have BPO client privileges.

last name *

last name returns records of interactions handled by agents with the specified last name. This criterion is not available to users who only have BPO client privileges.

my_custom_field *

my_custom_field allows you to specify the value of a field to filter interactions.This criterion is not available to users who only have BPO client privileges.

no KM template used *

no KM template used (where "KM" refers to "Knowledge Management") returns records of interactions where no Knowledge Base articles were used. This search condition applies to text-based interactions only. This criterion is not available to users who only have BPO client privileges.

sentiment as float *

sentiment as float is the average values of sentiments for interactions. This can be calculated if a tenant has Natural Language Understanding (NLU) integration account configured and set for services. If administrators use this criterion, they can find interaction with negative or positive sentiments. For example, searching for a value of "< -0.5" will yield negative sentiment results or searching for a value of "> 0.75" will yield positive sentiment results. This criterion is not available to users who only have BPO client privileges.

service

service returns records of interactions associated with the specified service.

specific KM template used *

specific KM template used returns records of interactions where the specified Knowledge Base article was used. This search condition applies to text-based interactions only. This criterion is not available to users who only have BPO client privileges.

started after

started after returns records of interactions that were originated or received after the specified date and time.

started before

started before returns records of interactions that were originated or received before the specified the date and time.

text search *

text search can be selected as a search condition in order to enable interaction records (voice and chat only) to be fetched according to results of Full Text Search for a Patterns report. A text index is created for chat_transcripts.messages.msg if chat_transcripts.messages.event = “party_message”. This criteria is not available to users who only have BPO client privileges.

thread ID *

thread ID returns records of email interactions associated with the specified email thread. This criteria is not available to users who only have BPO client privileges.

to

to returns records of interactions sent to the specified original destination.

was flagged *

was flagged returns records of interactions that were flagged. This criteria is not available to users who only have BPO client privileges.

was transferred

was transferred returns records of interactions that were transferred.




Search Criteria

Interaction records searches may be narrowed down with specific search criteria. If, for example, you wish to search for interaction records pertaining to one agent only, you may add the agent condition to your search, specifying the agent's name, in order to view interaction records search results for just that agent.


Click "add condition" to view available search criteria


The criteria for such searches are listed in a drop-down menu that appears when you click add condition.


Select the conditions of your search


Search Criteria Descriptions

The criteria for such searches are described in the order in which they appear in the drop-down menu on the Interaction Records > Search page. Note that the criteria shown in the drop-down menu will depend on the media type (i.e., voice, chat, email) that you select for your search. Please note: Some criteria are not available to users with BPO client privileges only; these criteria will be marked with an asterisk (*).

KM template used *

KM template used (where "KM" refers to "Knowledge Management") returns records of interactions where any Knowledge Base article was used. Note that KM template used applies to text-based interactions only. This criterion is not available to users who only have BPO client privileges.

account number

account number returns call attempts made with respect to the calling list record that contains the specified value in the field of the account number type.

agent *

agent returns records of interactions handled by the agent with the specified username. This criterion is not available to users who only have BPO client privileges.

case ID *

case ID returns records of email interactions associated with the specified case. This criteria is not available to users who only have BPO client privileges.

connected to *

connected to returns records of calls answered at the specified phone number. This criterion is not available to users who only have BPO client privileges.

direction

direction can be used to limit the search to incoming, outgoing, or internal interactions only. Note that not all directions apply to all media types.

disposition

disposition returns records of interactions that were processed with the specified disposition.

duration

duration returns records of interactions whose overall duration was greater than or less than the specified value.

ended after

ended after returns records of interactions whose processing ended after the specified date and time.

ended before

ended before returns records of interactions whose processing ended before the specified the date and time.

first name *

first name returns records of interactions handled by agents with the specified first name. This criterion is not available to users who only have BPO client privileges.

from

from returns records of interactions originated from the specified address.

global interaction_id

global interaction_id returns interaction record(s) with the specified Global interaction identifier.

has call problem *

has call problem is used to search for calls that were marked by agents as calls with quality problems. You can select a particular type of problem or set it to any to get all records with quality problems of any kind. This criterion is not available to users who only have BPO client privileges.

has recording

has recording returns records of calls that have voice recordings available for playback in the system. This search condition does not return records of calls whose recordings were deleted due to the data storage limits imposed by your service provider.

has screen recording *

has screen recording returns records of calls that have screen recordings available for playback in the system. This search condition does not return records of calls whose recordings were deleted due to the data storage limits imposed by your service provider. This criterion is not available to users who only have BPO client privileges.

has voice signature

has voice signature returns records of calls during which a voice signature was collected from the customer. This search condition returns records of calls whose recordings were deleted due to the data storage limits imposed by your service provider. Assuming that you had those recordings exported and stored externally, you can use details of such records (e.g., GIID) to look for those recordings in your external storage.

in email subject *

in email subject returns records of all email interactions containing the specified text in their subject. This criterion is not available to users who only have BPO client privileges.

last name *

last name returns records of interactions handled by agents with the specified last name. This criterion is not available to users who only have BPO client privileges.

my_custom_field *

my_custom_field allows you to specify the value of a field to filter interactions.This criterion is not available to users who only have BPO client privileges.

no KM template used *

no KM template used (where "KM" refers to "Knowledge Management") returns records of interactions where no Knowledge Base articles were used. This search condition applies to text-based interactions only. This criterion is not available to users who only have BPO client privileges.

sentiment as float *

sentiment as float is the average values of sentiments for interactions. This can be calculated if a tenant has Natural Language Understanding (NLU) integration account configured and set for services. If administrators use this criterion, they can find interaction with negative or positive sentiments. For example, searching for a value of "< -0.5" will yield negative sentiment results or searching for a value of "> 0.75" will yield positive sentiment results. This criterion is not available to users who only have BPO client privileges.

service

service returns records of interactions associated with the specified service.

specific KM template used *

specific KM template used returns records of interactions where the specified Knowledge Base article was used. This search condition applies to text-based interactions only. This criterion is not available to users who only have BPO client privileges.

started after

started after returns records of interactions that were originated or received after the specified date and time.

started before

started before returns records of interactions that were originated or received before the specified the date and time.

text search *

text search can be selected as a search condition in order to enable interaction records (voice and chat only) to be fetched according to results of Full Text Search for a Patterns report. A text index is created for chat_transcripts.messages.msg if chat_transcripts.messages.event = “party_message”. This criteria is not available to users who only have BPO client privileges.

thread ID *

thread ID returns records of email interactions associated with the specified email thread. This criteria is not available to users who only have BPO client privileges.

to

to returns records of interactions sent to the specified original destination.

was flagged *

was flagged returns records of interactions that were flagged. This criteria is not available to users who only have BPO client privileges.

was transferred

was transferred returns records of interactions that were transferred.






Search Results

Your interaction records search will return a detailed list of data relating to the search criteria specified. This data may be used for a variety of purposes, such as for agent evaluation, training, viewing interaction metrics, understanding scenario actions taken, accessing recordings, and more.

The interaction records search returns detailed results

Column Descriptions

The search results are given in a table of data. Each column may be sorted by mousing over the column header name and clicking the "down" arrow. The data columns are described as follows, in the order shown in the results.


Interaction Icons

The far left column displays an icon that indicates the type of interaction:


Date and Time

For inbound interactions, Date and Time displays the date and time when the interaction entered the system. For internal and outbound interactions, this column displays the date and time when the interaction was initiated. The time is given in Universal Coordinated Time (UTC).


From


To

The To column displays the original destination of the interaction.


Connected to

Connected to displays the name or email address (if known) of the party that received the call, chat, or email. If unknown, nothing is displayed.


Duration

For calls and chats, Duration displays the total duration of the interaction from the moment it entered the system or was initiated, until it was released.

Note that for reporting purposes, transferred interactions produce multiple records (called segments) where the first record shows Duration as an empty string and the last record shows the total interaction duration.


Flag

If the interaction was flagged by the agent who handled the interaction or by the supervisor who reviewed the interaction, a small flag icon Red-Flag-Icon.png is shown in this column.


Scenario

Scenario displays the name of the first scenario that was used to process this interaction. The scenario name is given as a link, which, when clicked, directs you to the Scenario Steps page that lists each action taken during the scenario.

The Scenario Steps provide the following information for the scenario at hand:


Interaction Records > Scenario Steps


Service

Service is the name of the voice, chat, or email service associated with this interaction. Note that for reporting purposes, if the interaction was recategorized or transferred to a different service, each such event will produce a new record with a new service name.


Disposition

The Disposition column displays the disposition (if any) assigned to this interaction by the agent.


Notes

This column displays any free-text notes provided by the agent for this interaction. Notes convey additional information about an interaction that may not be obvious from the disposition.


Account number

Account numbers are customer identifiers that can sometimes be used as calling record keys. If an account number is associated with the interaction, that number will be displayed in this column.


Case ID

For email interactions, Case ID specifies the number of the case with which the email is associated. You can also view the case ID by double-clicking the global interaction ID (see below) and looking at the case history for the interaction.


Agent

Agent is the username of the agent who handled the interaction.


Recording

If a call recording or a chat transcript (for chats) is attached to the interaction, the recording will be displayed as a small icon Recording-Icon.png. Click the icon link to either listen to or view the transcript of the recorded interaction.


Segments

Interactions with the same customer or user may have multiple segments (i.e., parts of the interaction). For example, an inbound call may be accepted by one agent and then transferred to another, giving the interaction two segments for the same interaction. The Segments column displays the total number of segments, even if there is only one.


Subject

For email interactions, Subject is the subject line of the email message.


Call Problem

Call Problem displays useful information regarding the quality of the call (i.e., static, dropped calls, silence, etc.).


Global Interaction ID

Global interaction ID (GIID) is a UUID-formatted number assigned to every interaction processed within Bright Pattern Contact Center.


Examples of global interaction IDs in search results


You can double-click the GIID to view the Case History of the interaction.

Case History includes the following data columns:




  1. REDIRECT 5.3:Contact-center-administrator-guide/ServicesandCampaigns/ResultsTab

  1. REDIRECT 5.3:Contact-center-administrator-guide/ServicesandCampaigns/ResultsTab