Search and replay interactions

After customer interactions are captured and ingested by the Recorder, you can use the Verint applications, Risk Management and Interactions, to search for specific interactions, and review or analyze the captured content.

Before you begin

To use Risk Management or Interactions, it must be installed and configured as part of your WFO solution. If they are missing, contact your system administrator.

Procedure

Click either Interactions > Search or Risk Management > Analyze > Search.
Enter your search criteria and click the magnifying glass.

The Search Results pane lists all related interactions.
To view the interaction, under Search Results, double-click any entry.

The corresponding file opens in the Interaction Review pane.