Search for Interactions

Parameters

Searchable fields

• Agent ID

• Agent name

• Business data (text fields)

• Category (only available for users with QM Analytics)

• Contact ID (a contact is an interaction that has one or more segments; each segment represents a different stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult)

• Dialed number

• Disposition

• Email address

• Email subject

• Phone number

• Segment ID (a segment is an interaction with two parties, such as a customer and an agent)

• Skill

• Team name

• User comments

• User-generated hashtags (#) in comments

• User mentions (@) in comments

Search tips

• Search for an exact match—put a word or phrase inside quotation marks.

• Include all words from your search—put AND or a space between each word you want to include.

• Combine terms—put OR between each word in your search.

• Exclude words—put NOT or a minus sign to exclude words.

• Group terms—when using more than one type of operator, put parentheses around the words you want to group, such as AND and OR.

• Search for wildcards or unknown words—put an asterisk in the word or phrase to leave a placeholder.

• Use of special characters—these characters and symbols should not appear in your search phrase unless in quotation marks:
  = & |> < { } [ ] ^ ~ ? : \ /

Available filters

• Category (only available for users with QM Analytics)

  You can include results with a higher confidence match by selecting Limit to High Confidence next to the category.

  When QM Analytics identifies a category, the confidence in the match is defined as a percentage. High confidence is defined as 75%.

• Channel (with or without screen recording)

• CSAT score (only available for users with Feedback Management)

• Direction

• Duration in minutes

• Evaluation score

• Hashtag

• Sentiment (only available for users with QM Analytics)

• Skill

• Team