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• 5.3

検索基準

対話記録の検索は、特定の検索基準で絞り込むことができます。例えば、特定のエージェントに関連する対話記録を検索する場合は、そのエージェントに関連する対話記録の検索結果を表示するために、エージェント名を指定して検索に エージェントという条件を追加できます。


利用可能な検索基準を確認するには、"条件追加" をクリックします。


これらの検索基準は、条件追加をクリックすると表示されるドロップダウンメニューに一覧表示されます。


検索条件を選択します。


検索基準の説明

これらの検索基準は、対話記録> 検索 ページのドロップダウン メニューに表示される順序で記載されています。ドロップダウン メニューに表示される基準は、検索対象として選択したメディアの種類 (音声、チャット、電子メールなど) によって異なります。ご注意: 一部の基準はBPOクライアント権限 のみを付与されたユーザーがご利用できません。これらの基準にはアスタリスク (*)が付きます。

ナレッジテンプレートの使用あり *

ナレッジテンプレートの使用あり ("KM"については、 "ナレッジ・マネジメント"を参照) は、いずれかの ナレッジ・ベースの記事が使用された対話記録を検索します。ナレッジテンプレートの使用ありは、テキストベースの対話にのみ適用されます。この基準は、BPO クライアント権限のみを付与されたユーザーがご利用できません。

アカウント番号

アカウント番号という条件は、アカウント番号というフィールドに指定の値を含む呼び出しリストのレコードに対して行われたコール試行 を検索します。

エージェント *

エージェントは、指定されたユーザー名を持つエージェントによって処理された対話レコードを検索します。この条件は、BPO クライアント権限のみを付与されたユーザーがご利用できません。

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.

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.

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