Interaction type search

Search for interactions by the device type where the interaction was recorded. To limit the types retrieved, select one or more types. Only licensed interaction types are available to you. Select from:

Desktop: An interaction with events triggered from an employee desktop and triggered by Desktop and Process Analytics or a third-party application.
Email: An interaction sent between the customer and the employee, or between two different employees, by the email system.
Face to Face: (If licensed for Face to Face Interaction Recording) An interaction of audio and screen activity for in-person interviews from a laptop or desktop computer, while in a location such as a branch office or client site.
Feedback: (If licensed for Enterprise Feedback Management IVR) An interaction from context-sensitive surveys used to capture feedback from customers immediately after a phone interaction occurs.
Instant Messaging: An interaction captured from private conversations between participants that used instant messaging, such as Facebook Messenger, Instagram Direct Messaging, WhatsApp, and similar messaging applications.
Phone: An interaction between a customer and an employee or between two different employees over a telephone handset.
Radio Group Call: (If licensed for Public Safety) A Public Safety interaction recorded from a radio group.
Radio SMS: (If licensed for Public Safety) A Public Safety interaction recorded from SMS text.
External: A record of an interaction not recorded by the system.
Real Time Monitoring: An interaction resulting from a live monitor session, where a supervisor listened to and viewed agent activity as it took place for evaluation, coaching and compliance purposes.
Social Media: An interaction captured from public messages on a social media platform, such as Facebook, Instagram, Twitter, and similar platforms.
Trading intercom: (For trading environments only) A trading intercom interaction is an internal conversation between two or more traders through a handset or over the microphone and speakers. An intercom interaction is similar to a phone interaction. CTI recording control for the intercom is typically available.
Trading shout: (For trading environments only) A trading shout interaction results from a trader issuing a brief communication through the speaker channel.
Trading speaker: (For trading environments only) Turret speakers enable traders to listen and speak with multiple parties simultaneously. Audio from the turret speakers can be mixed when recording occurs. For example, two, four, or eight speakers are mixed into a single recording channel. When you replay a trading speaker interaction, understand that mixing of audio does occur.
Virtual call: A record of an interaction entered into the system but not recorded.
Web chat: An interaction captured from online, text-based interfaces.

Where to find

From Advanced Search, select Interactions.