Search overview
You can search for recorded interactions, evaluations (Interactions evaluations and Customer Feedback evaluations), and assessments.
You can perform one of the following:
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Quick search: You can search for interactions or evaluations by employee, time period, and full-text search terms or phrases.
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Advanced search: You can search for interactions, evaluations, or assessments by advanced search criteria, such as Number of holds, Speech Analytics categories, and PBX ID.
More types of searches are available:
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Saved searches: You can save the criteria you used in your search (quick or advanced) for future use.
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Predefined views: The system provides a set of predefined views (redefined folders) available for you, whose search criteria is fixed and cannot be modified at any time.
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Recent searches: The system automatically saves the 10 most recent searches you performed, which are displayed in descending order.
After performing a search, you can refine your retrieved search results by using a set of refining fields.
Search privileges and visibility
If search privileges are assigned to you in the User Management application, you can search for items (interactions, evaluations, or assessments). You can search for your own items, or items related to other employees. These employees must be assigned to an organization or group over which you have scope (in your visibility).
When searching for interactions only, if the relevant privileges are assigned to you, you can search for interactions in the enterprise outside your role scope.
If filters are defined for you in the User Management application or for your organization, you can only search for interactions, evaluations, and assessments that meet the filter definitions. If the relevant privileges are assigned to you, you can search for items regardless of the filter definitions.
Automated evaluations
When searching for evaluations performed on employees in your visibility, to include automated evaluations in your search, you must be assigned the Search for Evaluations Made by Leader of my Group(s) privilege. In the search results, you can identify automated evaluations by the Quality Bot evaluator in the Evaluator column.
Full-text search (FTS)
Full-text search allows you to search the full text of transcribed interactions and text interactions.
If you have the privilege to perform full-text searches, you can add specific terms or phrases to your search criteria, and use operators (for example, AND, NOT, LIKE) to optimize your search. The search returns interactions that contain all the terms or phrases specified in the query and meet any other search criteria that you defined.
You can perform a full-text search from the Quick Search toolbar, from the Advanced Search window, or from the Search Results workspace.