Using search results

Search results you have permission to view are displayed for you in a column format. The columns displayed in the result set and the actions you can perform depend on the privileges assigned to you in User Management.

The system retrieves up to 2000 items in your search results set. The icon displays when extra items in a case or that match your search criteria exist in the database. To view the additional items in a search query, narrow your search criteria and search again. To view the additional items in a case or a folder, apply a filter to limit the interactions shown.

Search results tasks

After using the search feature, any interactions already recorded that match your criteria display on the search results page. From the search results page you can complete the following tasks:

Listen to and view captured content
Refine search results
Create a case or add an interaction to a case. Available only when the 2021R1 - Legal Hold feature is enabled.
Add interactions to a recycle bin for deletion. Available only when the following features are enabled:
- 2021R1 - Legal Hold
- 2021R1 - Delete Interactions using a Recycle Bin
Add an interaction to a folder (when the 2021R1 - Legal Hold feature is not available)
Add a comment to an interaction
Download interaction metadata
Export interaction media
For voice biometrics (if licensed), add an interaction to a voiceprint model. Use this feature to create or enhance a model.

Search features