Minimum required permission: Interaction Analytics View

The Search page allows you to search across all your data without being restricted by datasetsClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. or categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.. You can search for specific keywords/phrases, segment IDs, contact IDs, team names, or agent names. You can also filter your search by date, language, channel, and other metrics.

The page includes a graph that illustrates trends in interactions over time. The Matching Interactions widget displays interactions that match your search criteria. You can drill down into individual interactions within your search results to learn more.

You can also sort the columns in the widgetClosed Graphical representation of data that meets specified filter criteria. to customize how they display. To do so, click Columns on the right side of the widget and select the boxes for the metrics you would like to view. Click Columns again to close the window.

Filter Your Search

You can filter your search by date range, language, channel, and several other metrics. You can hide the filter options by clicking Filters Search filters icon in the top-right corner.

To remove a filter, click the x next to it, then click White magnifying glass on blue background.. You can also click more options icon of 3 verticle dotsReset Widget Filters on an individual widget.

You can enter keywords or phrases into the search bar and click White magnifying glass on blue background. to filter for interactions that only use certain terms. You cannot enter the following characters in the search bar: [ ] { } < >. If you enter multiple terms or phrases into the search bar, only interactions that include all the entered terms display. Unless, you want to search for interactions that include multiple terms at once, the Keywords and Phrases filter may be more helpful to use instead. The Keywords and Phrases filter allows you to apply more rules such as exact match and proximity.

  1. To filter the data by a specific time period, click the Date Range drop-down. By default, it will display data from the past seven days. You can set it to search Within The Last __ Days or set a Custom Date Range by date and time of day.

  2. Select a Language to filter interactions by. Using this filter is required if you are using more than one language. The language will default to your system's default language.

  3. To narrow results by other criteria, click Add Filters and select the type you want to apply. You will need to repeat this step to add more than one type of filter.

  4. Click the filter you just added to finish configuring the filter options.

  5. Once you have finished configuring any filters, click White magnifying glass on blue background..

Save a Search

You can save a search as public or private. You can select saved searches from the drop-down to view search results again. This helps you avoid having to configure the same search settings multiple times.

  1. To save a search, configure the search settings and filters for the data you would like to view and enter your search.

  2. When you are finished, click Save Save Search icon in the top right corner.

  3. In the New Search field, enter a name for your search. You cannot use the following characters in the name of a saved search: [ ] { } < >.

  4. To select a different color for your search, click the colored box in the New Search field.

  5. Enter a description of your search settings and filters.

  6. To make the search public, click the toggle. Saved searches are private by default.

  7. Click Save As. Now you will be able to select the same search criteria from the drop-down in the future.

You can view details, copy, and delete saved searches by clicking more options icon of 3 verticle dotsSaved Searches in the top-right corner. You cannot delete a saved search created by another user.