Migrated Interactions: Search and Playback

Use Migrated Interactions in the Interactions application to search for migrated interactions and play them back.

This feature is available if you have the Migrated Interactions Upload license, and Search & Playback > Search > Search migrated interactions permissions.

Currently, only voice recordings are supported.

For more information, see Migrated Calls.

Search by Defining a Query

1. Click the app selector and select Interactions.

2. Select the Migrated Interactions tab.

3. Use the Start Time criteria to define a time range for the segment you are searching for (mandatory).

4. You can add additional criteria to refine the search.

5. Click Search. Matching interactions are displayed in the search results table.

Customize the Search Results Fields

You can customize the fields that show in the search results.

• Use the Select columns drop-down.

  You can add as many columns as you like. A warning appears if you exceed the recommended number of columns (calculated according to your computer settings).

• Change the order of columns by dragging and dropping the column titles.

Display settings are saved per user.

What Can You See in the Migrated Interactions Search Results?

Column	Description
Agent name	The name of the agent as specified in the CXone employee account.
Channel	The type of interaction. Currently, only voice recordings are supported.
Direction	Icons that show if the segment is incoming, outgoing, or internal.
Duration	The length of the interaction.
Master Contact	The master or parent ID of the contact The person interacting with an agent, IVR, or bot in your contact center. in CXone. The contact can contain one or more related segments.
Segment ID	The unique ID of the segment.
Source	The source of the recording. Currently, recordings from NICE Engage and external sources are supported.
Start time	The time the segment starts.
Team	The agent's team name.
ANI/FROM	Automatic Number Identification. Identifies the telephone number of the caller.
DNIS/TO	Dialed Number Identification Service. Identifies the telephone number dialed by the caller.

Retrieving Migrated Interactions from Long-Term Storage

By default, migrated recordings are stored in long-term storage. To access these files, you need to retrieve them. See Retrieve Files from Long-Term Storage.

Playing Migrated Interactions

To play back a migrated interaction, click Play at the end of the interaction row. The Player opens in a separate window.

Use the Player control bar to:

• Adjust the playback to focus on parts of the interaction.

  For example, play part of the recorded segment in a loop to confirm what was in the call. Click Loop once to mark the beginning of the loop and a second time to mark the end of the loop. Then click Play. Click Loop a third time to clear it.

• Skip silent parts of the recording by clicking .

• Skip forward or back in the recording.

• Adjust playback speed.

• Add an annotation to an interaction.

  Click Add annotation. You can create public or private annotations. You can also view public annotations added by other users. Permissions are required to use annotations.

To view a migrated interaction's details in the Player, click Actions and select View recording and details.

For more details about the Player, see View and Play Interactions.

Downloading Migrated Interaction Recording Files

You can download recording files from the Action menu by clicking Voice only.

The filename is formatted as CXone recording_{agent name}_{call start time}[UTC]_{id}.mp4. Note that the date in the filename is in UTC, unlike the Player, which is displayed in your local time zone.