Migrated Interactions: Search and Playback

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

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

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).

   The Start Time must be within the past 21 years, and the Date Range selected cannot be more than 5 years.

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 NiCE 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.
External Contact ID	The ID of a contact as defined in the external source of the recording. Available for users with Recording AppLink.
External Segment ID	The ID of a segment as defined in the external source of the recording. Available for users with Recording AppLink
Master Contact	The master or parent ID of the contact The person interacting with an agent, IVR, or bot in your contact center. in NiCE 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, NIM4.1, 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.
Litigation Hold	Litigation Hold Indicates whether an interaction is under litigation hold.
Business Data fields	Custom fields that you can use to display data imported from your third party systems, see Business Data. These fields will appear in the criteria search, and can be further filtered by the Operators (Equals, Starts with, Ends with and Contains) available in the dropdown. Business Data criteria must be 3 characters or longer.

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.

You can retrieve recording files for a segment in the search results table. The retrieved files temporarily move back into active storage.

File retrieval is a billable service. Retrieved files accrue applicable charges while in active storage. In your retrieval request, you must specify the date when the retrieved files return to long-term storage.

Required permissions: Long-term File Retrieval > Create

To retrieve recording files from long-term storage:

1. In the search results table, find the segment to retrieve.

2. Select Retrieve from the segment's Action menu, or from the prompt that appears when you click Play.

   The New Media Retrieval Request displays the segment's Master Contact ID, the number of segments in the master contact, and the start date of the recordings.

3. Select the file type to retrieve—Voice.

4. Set the date to return the files to long-term storage.

5. Review the number of files and total file size of the retrieval request, then click the Acknowledge check box.

6. Click Retrieve to submit the retrieval request.

You can track the retrieval request on the Migrated Interactions page. The media state tooltip for the segment indicates when the state is Pending Retrieval, Retrieved from Long-term Storage, or Returned to Long-term Storage. Use the Media State filter to view segments with the Retrieved or Pending Retrieval states.

Retrieval activity is logged in the Activity Audit report. and is also shown in the Cloud Storage > Long-Term File Retrieval page. You can cancel file retrieval requests that have yet to start processing.

Playing Migrated Interactions

To play back a migrated interaction, click Play at the end of the interaction row or click to open the Player menu options, and you can select Play Segment or Play Interaction. The Player opens in a separate window. If the migrated interaction files are in long-term storage, you are prompted to retrieve them.

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.

Share Recorded Segments

To share a recorded segment, click Action   and choose the user to share the interaction with. The user receives an in-app notification and an email that you have shared the interaction with them.

Delete Recordings

You can delete voice and screen recordings for an interaction. For example, if there was a PCI violation and the recordings need to be removed.

Click Action and select Delete Recordings.