Biometrics: Search for interactions by verification status, detection status, and confidence level for verification and detection. Available when licensed for Identity Authentication and Fraud Detection.

Cases: Use the Cases tab to search for interactions by one or more cases, which includes legal hold cases and recycle bins.

• To search by cases, the the 2021R1 - Legal Hold feature must be enabled.

• To search by recycle bins, the 2021R1 - Delete Interactions using a Recycle Bin feature must be enabled. You must also have specific privileges granted to your role to use recycle bins. See the related topics to learn more.

Categories: Search for interactions by Speech Analytics categories. Available when licensed for Speech Analytics.

Custom data: Search for interactions by Custom Data (CD) and Conditional Custom Data (CCD) values.

Customers: Search for interactions by specific customers enrolled in voice biometrics. Available when licensed for Identity Authentication and Fraud Detection.

Date range: Search for interactions by interaction start date.

Employees: Search for interactions by person or other organizational entity. You can find people by name in the organizational tree, select entire organizations, or select entire groups.

Folders: Search by one or more folders used to organize interactions. Available when the 2021R1 - Legal Hold feature is not enabled.

Interactions: Search for interactions by available interaction attributes.

Interaction Metrics: Search for interactions using the scores generated by the Customer Experience (CX) and Employee Experience (EX) scoring bot. Available when licensed for the CX/EX Scoring Bot.

Public Safety: Search for interactions by values specific to Public Safety. Examples of Public Safety attributes include radio name, emergency call, and Computer-Aided Dispatcher (CAD) ID. Available if licensed for Public Safety.

Recorders: Search for interactions by data sources. Available when licensed for Keep Duplicate Recording.

Switches: Search for interactions by specific switch, switch type, and switch call ID.

Targets: Search for interactions by specific targets enrolled in voice biometrics. Available when licensed for Identity Authentication and Fraud Detection.

Text: If you have the privilege to perform full-text searches, use the Text tab to search using specific terms or phrases that you want to locate in text interactions or text transcribed from voice interactions.

Trading: For trading environments only, search for interactions by trading-specific attributes.