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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.

GIID

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

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.

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.

case ID

case ID returns records of email interactions associated with the specified case.

connected to

connected to returns records of calls answered at the specified phone number.

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.

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.

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.

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.

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.

last name

last name returns records of interactions handled by agents with the specified last name.

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.

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.

started after

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

ended before

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

thread ID

thread ID returns records of email interactions associated with the specified email thread.

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 mobile/web scenario entry.

was flagged

was flagged returns records of interactions that were flagged.

was transferred

was transferred returns records of interactions that were transferred.


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