Search Criteria[[reporting-reference-guide/InteractionRecordsSearch|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.[[File:Interactionrecords.png|450px|thumbnail|center|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'''.[[File:Interactionrecordssearchdropdown.png|450px|thumbnail|center|Select the conditions of your search]]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 [[contact-center-administrator-guide/Privileges#BPO_Client_group|BPO client privileges]] only; these criteria will be marked with an asterisk '''(*)'''.''KM template used'' (where "KM" refers to "Knowledge Management") returns records of interactions where any [[contact-center-administrator-guide/KnowledgeBase|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'' returns call attempts made with respect to the [[contact-center-administrator-guide/Lists|calling list]] record that contains the specified value in the field of the ''account number'' type. ''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 number'' returns records of email interactions associated with the specified [[agent-guide/UnderstandingEmailCasesandThreads|case]]. This criteria is not available to users who only have BPO client privileges. ''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'' 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'' returns records of interactions that were processed with the specified disposition.''duration'' returns records of interactions whose overall duration was greater than or less than the specified number of minutes. ''ended after'' returns records of interactions whose processing ended after the specified date and time.''ended before'' returns records of interactions whose processing ended before the specified the date and time.''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'' 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'' returns interaction record(s) with the specified [[reporting-reference-guide/GlobalInteractionIdentifier|Global interaction identifier]]. ''has call problem'' is used to search for calls that were marked by agents as [[agent-guide/HowtoReportaCallQualityProblem|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'' 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'' 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'' 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'' 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'' 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'' 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'' (where "KM" refers to "Knowledge Management") returns records of interactions where no [[contact-center-administrator-guide/KnowledgeBase|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. ''service'' returns records of interactions associated with the specified service.''specific KM template used'' returns records of interactions where the specified [[contact-center-administrator-guide/KnowledgeBase|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'' returns records of interactions that were originated or received after the specified date and time.''started before'' returns records of interactions that were originated or received before the specified the date and time.''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 [[reporting-reference-guide/CustomerConversationPatternsReport|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'' returns records of email interactions associated with the specified [[agent-guide/UnderstandingEmailCasesandThreads|email thread]]. This criteria is not available to users who only have BPO client privileges. ''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 [[contact-center-administrator-guide/Messaging|messaging/chat scenario entry]].''was flagged'' returns records of interactions that were [[agent-guide/WaystoRequestAssistance|flagged]]. This criteria is not available to users who only have BPO client privileges. ''was transferred'' returns records of interactions that were transferred.