Use the Interactions application to search for interactions and play them back.
In the search results page, you can refine your results further and run various actions on the interactions.
You can play back a segment
An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. or an entire contact The communication with the customer, handled by agent over a single channel. A contact may consist of multiple segments. A single channel can be any voice or digital DFO channel such as chat, SMS, and so on.. Interaction types are:
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Voice recording
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Digital
Any non-voice channel such as chat, email, SMS, work item, and messaging channels interactions—Chat, email, SMS, work item, and messaging channels such as Apple Messages for Business, Custom, Facebook Messenger, Google Business Messenger, LINE Messaging, Microsoft Teams, Slack, Telegram Messenger, Twitter Direct Messages, Viber Messenger, WhatsApp
Search by Free Text
- Click the app selector
and select Interactions. -
Enter free text to find an interaction.
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Define the time range of the search.
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Click Search.
Searchable fields
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Agent ID
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Agent name
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Business data (text fields)
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Category (only available for users with Quality Management)
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Contact
A unique numerical identifier assigned to each contact
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Dialed number
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Email address
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Email subject
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Evaluator (for standard and collaborative evaluations; only available for users with Quality Management)
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Master Contact
The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. (This column was previously named Contact ID.) -
Phone number
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Skill
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Team name
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User comments
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User-generated hashtags (#) in comments
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User mentions (@) in comments
For users with CXone AppLink:
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Source
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External segment ID
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External contact ID
Search tips
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For the following fields, you can enter a part of the word or number you are searching for:
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One character for agent name, team name, evaluator name, or agent ID
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Two characters for phone numbers
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Three characters for category, email subject, or comment text
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Four characters for skill or disposition
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Search for an exact match—Put a word or phrase inside quotation marks.
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Include all words from your search—Put AND or a space between each word you want to include.
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Combine terms—Put OR between each word in your search.
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Exclude words—Put NOT or a minus sign to exclude words.
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Group terms—When using more than one type of operator, put parentheses around the words you want to group, such as AND and OR.
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Search for wildcards or unknown words—Put an asterisk in the word or phrase to leave a placeholder.
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Use of special characters—These characters and symbols should not appear in your search phrase unless in quotation marks:
= & |> < { } [ ] ^ ~ ? : \ /
Save and Share Queries
After running a search, you can save the query. You can save any number of search queries. You can then rerun a query without reentering it. This is useful for queries you run regularly, or more complex queries.
- Click the
icon to save and access your favorite queries. - When you save a query, you decide if the time frame is dynamic or fixed.
- Dynamic date range is relative to when you run the query, for example, the last two days.
- Fixed date range uses the exact dates of the query, for example, December 2-3.
You can share a query with others at work. They get an email and in-app notification you've shared a query with them and can then choose to save it for themselves.
You can run, share, and delete saved queries from the Interactions home page and from the search results page.
Gain Insight Into Your Interactions
In the Interactions home page, you can view graphs of interactions from the last 24 hours, the last 7 days, or the last 30 days. View each graph by:
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Channel (with or without screen recording)
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Duration
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Top teams or skills (only available if you don't have Interaction Analytics or Quality Management)
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Customer sentiments (only available if you have Interaction Analytics or Quality Management Advanced)
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Top categories (only available if you have Interaction Analytics or Quality Management Advanced)
Click on a part of the graph to drill down to a list of those interactions.