Customize Columns

You can customize the fields that show in the search results using the Select columns drop-down. You can also change their order by dragging and dropping the column titles (except for the Type column, which is fixed in the far left position). These settings are saved per user.

You can add as many columns as you like, but there will be a warning if you exceed the recommended number of columns (calculated according to your computer settings).

What Can You See in the Search Results?

Column Description

Agent ID

The unique ID assigned to an agent. When there are multiple agents for a segmentClosed 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., this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.

Agent name

The name of the agent as specified in the CXone employee account. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.

Agent sentiment

Agent's tone or feeling in the segment (positive, negative, mixed, neutral).

Only available for users with Quality Management Advanced.

Behavioral Metrics

These columns are grouped together under the Behavioral Metrics section:

Acknowledge loyalty

Actively listening

Be empathetic

Build rapport

Demonstrate ownership

Effective questioning

Inappropriate action

Promote self-service

Set expectations

Behavior scores are displayed as icons. Tooltips display the score as a percentage.

See Agent Behavior Insights Report. Only available for users with Quality Management Premium.

Business data fields Custom fields that you can use to display data imported from your third party systems. See Business Data.

Category

Analytics automatically identifies customer-defined or OOTB categories for segments. See Category Manager.

Only available for users with Quality Management Advanced.

Contact

A unique numerical identifier assigned to each segment.

The contact number is only displayed for new segments.

Master Contact

The master or parent ID of the contactClosed The complete interaction. The contact is comprised of one or more segments, such as a segment with a customer and an agent, and then a transfer to another agent.. The contact can contain one or more related segments.

This column was previously named Contact ID.

CSAT %

The customer satisfaction (CSAT) score for the primary question in the survey. The primary question is the contact center satisfaction question.

The tooltip shows the name, score, and channel for that survey. The score is unavailable if the customer didn't respond to the primary question. You can view the survey response by clicking on the CSAT % score.

Only available for users with Feedback Management.

Customer info

Customer phone number or email.

For voice calls:

  • Inbound segment: ANI is displayed.

  • Outbound segment: The dialed number is displayed with a preceding backslash (\).

Customer sentiment

Customer's tone or feeling in the segment (positive, negative, mixed, neutral).

Only available for users with Quality Management Advanced.

Direction

Icons that show if the segment is incoming, outgoing, or internal.

Disposition

An agent assigns a tag with additional information about the call. See Manage Dispositions.

Duration

Length of the interaction.

Email subject

Subject of the email.

Evaluation score

The Quality Management score of an evaluation, calibration, or self-assessmentClosed An evaluation performed by the agent on their own interaction, using the evaluation form. Manager or supervisor can send one or more self assessments to agents.. See Quality Management.

When there's no score, an icon displays the evaluation status. Hover over the icon to display more information about the evaluation.

To access an evaluation form that is not in Challenged status, click its score. (You must be assigned to the appropriate Evaluation view.)

Evaluations are available only for segments with CXone agent participation. Evaluations are not available for off-platform segments and IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. segments.

Evaluator

The name of the user assigned to a standard or collaborative evaluation for the interaction. Multiple evaluators can be assigned.

Evaluator names are displayed for new evaluations.

Only available for users with Quality Management.

External Segment ID

CXone AppLink: The ID of a segment as defined in the external source of the recording.

Only available for users with CXone AppLink.

External Contact ID

CXone AppLink: The ID of a contact as defined in the external source of the recording.

Only available for users with CXone AppLink.

Organization info

  • Inbound segment: phone number or email the customer contacted.

  • Outbound segment: this field is not used.

Recording alerts

Recording alerts include:

  • ScreenAgent error—There are multiple reasons, such as the agent doesn't have ScreenAgentClosed NICE ScreenAgent is a service that runs on agent desktops that require screen recording. installed, or there's an error with ScreenAgent. See Resolve ScreenAgent Issues.

  • No connection to media server—No recording. There was a problem with the media server. Contact NICE CXone support.

  • Voice recorder could not record call—No recording. There was a problem with the voice recorder. Contact NICE CXone support.

  • Audio not available: incomplete audio data—Audio isn't available for this interaction (incomplete audio data). Contact NICE CXone support.

  • Audio not available: missing audio packets—Audio isn't available for this interaction (missing audio packets). Contact NICE CXone support.

  • System error—Recording did not start or another general error. Contact NICE CXone support.

  • Call too short—Call is less than 4 seconds so cannot be recorded.

  • Masking failed—Failed to mask recording. You can play back the recording to check if there is any sensitive data. To delete the recording, click ActionScreenshot of the actions button and select Delete Recordings.

  • Recording stopped on demand—Recording stopped by the user.

  • Pending deletion—A request was submitted to delete the voice and screen recordings for this segment. Check the Activity Audit Report for more information. Once the recordings are deleted, only metadata and any transcripts will be available for this segment.

  • Recordings deleted—Voice and screen recordings were deleted by a user. Check the Activity Audit Report for more information. Only metadata and any transcripts are available for this segment.

Segment ID

The unique ID of the segmentClosed 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..

Skills

A classification assigned to agents in the ACD, based on abilities, specialties, and knowledge. See Manage Skills.

Source

CXone AppLink: The source of the recording—CXone or an external source.

Only available for users with CXone AppLink.

Start time

Time the segment starts.

Team name

Agent's team name. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.

Type

There are icons for interaction type: voice, IVR, Apple Messages for Business, Chat, Custom, Email, Facebook Messenger, Google Business Messenger, LINE Messaging, Microsoft Teams, Slack, SMS, Telegram Messenger, Twitter Direct Messages, Viber Messenger, WhatsApp, Work Item, and screen recording.

In addition, there are icons for recordings that cannot be played back:

  • Voice not set to record—Audio was not set to record according to the recording policies. Only metadata is available for this segment.

  • Voice recording failed—Only metadata is available for this segment. Look in the recording alert column for the reason voice wasn't recorded.

  • Screen recording failed—Voice may be available for this segment. Look in the recording alert column for the reason screen wasn't recorded.

  • Voice recording deleted—Voice recording was permanently deleted. Check the Activity Audit Report for more information. Only metadata is available for this segment.

  • Screen recording deleted—Screen recording was permanently deleted. Check the Activity Audit Report for more information. Only metadata is available for this segment.

  • Voice recording moved to long-term storage—Voice recording was moved to long-term storage. Only metadata is accessible for this segment.

  • Screen recording moved to long-term storage—Screen recording was moved to long-term storage. Only metadata is accessible for this segment.

  • Voice recording moved to secure access storage—Voice recording was moved to Secure Access Storage (SEA). Only metadata is accessible for this segment.

  • Screen recording moved to secure access storage—Screen recording was moved to Secure Access Storage (SEA). Only metadata is accessible for this segment.