• If an earlier Start Date is set than the current date, the rule is applied to interactions that exist as of the specified date.

• If a future Start Date is set, the rule is only applied to interactions that are recorded on or after the specified future date.

For Delete Interactions rules, you can only set an earlier start date.

• If you set the End Date, the rule is applied to interactions that exist as of the specified start date up until the specified end date. When the end date passes, the rule becomes expired.

• If you leave the End Date blank, the rule runs indefinitely.

For Delete Interactions rules, if no end date is specified, the rule is applied to interactions from the specified start date until the current date.

Indicates the employee(s), group(s), or organization associated with the rule.

Up to 1000 employees can be selected in a rule.

Filtering is done according to the PBX ID associated with an employee.

Indicates the employee's alphanumeric extension number or range of extension numbers from which the interaction originated.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates where the interaction originated:

• Incoming: Interactions originating from outside the organization.

• Outgoing: Interactions originating from inside the organization.

• Internal: Interactions performed within the organization.

You can select multiple directions.

Indicates the Automatic Number Identification (ANI) or Caller ID associated to the first recorded interaction of a contact. ANI is derived from CTI and is specific to the switch and contact scenario. The value can contain up to 15 alphanumeric characters.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates the Dialed Number Identification Service (DNIS) associated to the first recorded interaction of a contact. DNIS identifies the number that the caller dialed. This is useful in contact centers to which contacts to multiple numbers may be directed. The value can contain up to 15 alphanumeric characters.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates the minimum and/or maximum interaction duration in a seconds format.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match only one of the values.

IMPORTANT: For the transcribe action, a minimum duration of 30 seconds is recommended. If you enter a duration less than 30 seconds, interactions are transcribed only if they include a few seconds of speech. Otherwise, they are considered empty and not processed.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates how long the interaction exists in the system. Interaction Age is defined in minutes and up to a maximum of 5 years (2,628,000 minutes).

• To set a value, select the relevant operator from the list box and enter the value.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match one of the values.

This condition is not available for Delete Interactions rules.

Identifies interactions captured based on CTI signaling data from the switch. Selecting Yes for this field excludes VOX recordings. When not specified, the rule includes interactions for both VOX and CTI recording methods.

Identifies interactions where the employee used the mute button. Use of the mute button results in a portion of the interaction being inaudible due to partial recording.

Identifies interactions containing the type of media capturedduring the interaction. Use the radio buttons to include, exclude, or make optional each type of media supported. By default, all media types are optional.

For each media type, you can perform the media search for Must Include, Must Exclude, or Optional.

Select from the types shown:

• Audio: Recorded voice for the employee and the customer

• Screen: Employee screen activity

• Attachment: Attached documents, such as those exchanged during a text chat

• Text: Text-based chat between the employee and the customer

• Video: Video of the people speaking during the interaction when using a supported video-capable telephone

• Share: Video recording of a screen share during an interaction with multiple participants (for example, a Microsoft Teams meeting)

• Contributions: Back-office contributions from one or more employees connected to a single customer or account captured by DPA

Use the Include All, Exclude All, and All Optional links to select all types according to your search needs.

Interactions are marked as exceptions based on defined recording rules (for example, any interaction whose duration is more than 10 minutes).

• Non exception contacts: Applies the rule only to interactions that are not marked as exceptions.

• Only exception Contacts: Applies the rule only to interactions marked as exceptions.

Indicates the channel from which the interaction originated.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates the Recorder that recorded the interaction.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates whether to perform the rule on interactions that contain screen recordings. If the rule should only be performed on interactions with screen recording, set the Screen Unit to not equal to zero (Screen Unit !=0). This will exclude interactions without screens.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match only one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Indicates a unique call identifier for the interaction. This value is typically received through CTI or from signaling. The Switch Call ID field can contain up to 16 alphanumeric characters.

• To set a value, select the relevant operator from the list box and enter the value.

• To define a range of values, use the Between (excluding) or Between (including) operator.

• To add additional values, click to add a new row below the existing row.

The operator between the values is OR, meaning the system searches for interactions that match only one of the values.

NOTE: If you select the Between (excluding) operator, the first and the last value in the range are excluded from the condition. For example, if you enter a range from 1-5, only 2, 3, and 4 are included in the condition. If you select the Between (including) operator, all the values in the range, including the first and the last value (for example, 1 and 5), are included in the condition.

Applies the rule to interactions that are tagged with the specified Conditional Custom Data field value.

Select one or more Conditional Custom Data fields, and for each field, select one or more values.

If multiple Conditional Custom Data fields are selected, the operator between the fields is AND, meaning an interaction must be tagged with all of the selected Conditional Custom Data fields. If multiple values are selected for a Conditional Custom Data field, the operator between the values is OR, meaning the selected Conditional Custom Data field must contain one of the comma-separated values.

Applies the rule to interactions tagged with the selected Custom Data field value.

From the list box, select a Custom Data field, and set the value:

• For Custom Data fields of type integer, from the list box select the relevant operator, and then select one or more predefined values, or click Other to manually enter one or more comma-separated values .

• For Custom Data fields of type string, select one or more predefined values, or click Other to manually enter one or more comma-separated values.

• If using wildcards to apply the rule to interactions that contain valid data (field is not empty), from the list of operators, select 'contains'.

• Wildcards are not permitted in comma-separated values.

To add an additional Custom Data field to the rule, click to add a new row below the existing row.

If multiple Custom Data fields are selected, the operator between the fields is AND, meaning an interaction must be tagged with all of the selected Custom Data fields. If multiple values are selected for a field (either predefined values or comma-separated values), the operator between the values is OR, meaning the selected Custom Data field must contain one of the values.