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List of Interaction Records Search Criteria

The table below describes the data elements that can be used as criteria for interaction records search. The criteria are listed in the order in which they appear in the drop-down menu on the Interaction Records > Search page.

Criterion	Description
GIID	Returns interaction record(s) with the specified Global interaction identifier.
KB template used	Returns records of interactions where any Knowledge Base article were used. Applies to text based interactions only.
account number	Return call attempts made with respect to the 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.
case ID	Returns records of email interactions associated with the specified case.
connected to	Returns records of calls answered at the specified phone number.
direction	Can be used to limit 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 value.
ended after	Returns records of interactions whose processing ended after the specified date and time.
ended before	Return 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.
from	Returns records of interactions originated from the specified address. For inbound calls, Caller ID. For outbound and internal calls, the extension from which the call was dialed. For chats, the IP address of the originating computer.
has call problem	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.
has recording	Returns records of calls that have voice recordings available for playback in the system. Does not include records of calls whose recording 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. Does not include records of calls whose recording were deleted due to the data storage limits imposed by your service provider.
has voice signature	Returns records of calls during which a voice signature was collected from the customer. Includes 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 recording in your external storage.
in email subject	Returns records of all email interaction containing the specified text in their subject.
last name	Returns records of interactions handled by agents with the specified last name.
no KM template used	Returns records of interactions where no Knowledge Base articles were used. Applies to text based interactions only.
service	Returns records of interactions associated with the specified service.
specific KM template used	Returns records of interactions where the specified Knowledge Base article was used. Applies to text based interactions only.
started after	Returns records of interactions that were originated or received after the specified date and time.
ended before	Return records of interactions that were originated or received before the specified the date and time.
thread ID	Returns records of email interactions associated with the specified email thread.
to	Returns records of interactions sent to the specified original destination. For inbound calls, the number originally dialed by the caller. For chats, name of the mobile/web scenario entry.
was flagged	Returns records of interactions that were flagged.
was transferred	Returns records of interactions that were transferred.

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