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.
The criteria for such searches are listed in a drop-down menu that appears when you click add condition.
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.
- For inbound calls, from is the Caller ID.
- For outbound and internal calls, from is the extension from which the call was dialed.
- For chats, from is the IP address of the originating computer.
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.
- For inbound calls, to returns the number originally dialed by the caller.
- For chats, to returns name of the messaging/chat scenario entry.
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.