View Search Results

After running a search within a defined date range, the results are displayed in the search results table.

The interactions you can see in the search results depend on the definition of your Interaction-Segment View. For example, the view may limit the results to interactions for your team.

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 (except for the Type column, which is fixed in the far left position).

Display settings are saved per user.

View Related Segments

When a segment is part of a complex call with multiple segments, View related segments is displayed in the Type column.

Click the icon to view all related segments with the same Interaction ID in a separate window. All search results display in the columns as in the main search results.

The view related segments uses the unique Interaction ID when available. With the introduction of Interaction ID, complex calls with multiple transfers are now displayed in a single window and include all the relevant segments.

For calls without an Interaction ID, segments related to the same Master Contact ID will display.

The segments displayed depend on the definition of the Interaction-Segment View assigned to you. For example, the view may limit the results to segments for your team.

Aggregated data for the entire interaction is displayed.

You can play and share the entire interaction.

You can run the following actions on the segments:

Play
Share
Calibrate
Self assessment

View Primary Hierarchy Paths

You can view the primary hierarchy structure for an agent or team associated with a call.

The tooltip shows the hierarchy path at the time of the recording.

You can filter search results by hierarchy. In the Filters pane, click the Hierarchy selector. Select organizational units (OUs) and teams in the primary hierarchy. The search results display interactions for the agents and teams that belong to the selected OUs and their sub-units.

Filtering by hierarchy is only available for users with Hierarchy Manager > View and Teams > View permissions.

When you select a team in the Hierarchy selector, results are displayed according to the corresponding team IDs. If the team name has been changed, the search results can include interactions associated with the previous team name.

For example: A team name is changed from Team Suzy to Team Nancy. Selecting Team Nancy in the Hierarchy selector can return results for Team Nancy and Team Suzy.

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 segment 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 Mpower 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 overall mood in the segment detected from words or phrases (positive, negative, mixed, neutral). Only available for users with Quality Management Advanced.
ANI/From	For voice calls, ANI is displayed. For digital, a name, telephone number, or email address identifying the sender of the message is displayed.
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.
IA Category	IA categories offer greater customization and search abilities by using rules that include keywords, participants, operators, and timing conditions. Analytics automatically identifies customer-defined or OOTB categories for segments. The tooltip for each category shows its full category path. This helps to distinguish between categories with duplicate names. Only available for users with IA license and Quality Management Advanced or Premium license.
QM Category	QM categories use keywords to filter interactions containing any of the keywords in a category. Analytics automatically identifies customer-defined or OOTB categories for segments. Only available for users with Quality Management Advanced or Premium license.
Contact	A unique numerical identifier assigned to each segment. The contact number is only displayed for new segments.
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 overall mood in the segment detected from words or phrases (positive, negative, mixed, neutral). Only available for users with Quality Management Advanced.
Direction	Icons that show if the segment is inbound, outbound, or internal.
Disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.	An agent assigns a tag with additional information about the call. See Manage Dispositions. Dispositions are displayed only when there is an agent in the interaction.
DNIS/To	For voice calls, DNIS is displayed. For digital, a name, telephone number, or email address identifying the recipient of the message is displayed.
Duration	Length of the interaction. The duration of a digital interaction is from the time the case is assigned to the agent to the time the case is unassigned from the agent's inbox.
Email subject	Subject of the email.
AI sentiment Overall mood for a segment based on a predictive net promoter score (very positive, positive, neutral, negative, or very negative).	Customer sentiment generated by CXone Mpower AI, based on a predictive net promoter score (strongly positive, moderately positive, neutral, moderately negative, or strongly negative). Only available for users with Quality Management Advanced.
Evaluation score	The Quality Management score of an evaluation, calibration, or self-assessment Evaluation performed by the agent on their own interaction using an evaluation form.. 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 Appealed status, click its score. (You must be assigned to the appropriate Evaluation view.) Evaluations are available only for segments with CXone Mpower agent participation. Evaluations are not available for off-platform segments and IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. segments. Only available for users with a Quality Management license and the View evaluations > Scores permission.
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 a Quality Management license and the View evaluations > Evaluators permission.
External Call ID	The ID of a contact as defined in the third-party telephony system. Available for users with Multi-ACD (Open).
External Contact ID	The ID of a contact as defined in the external source of the recording. Available for users with AppLink.
External Segment ID	The ID of a segment as defined in the external source of the recording. Available for users with AppLink.
Group	The name of the agent's group. When an agent belongs to more than one group or when there are multiple agents in the call, the names of all the corresponding groups are displayed. The tooltip for each group displays the agent that belongs to it.
Hold Count	The number of times the caller is put on hold during the voice call segment.
Hold Time	The total amount of time the caller spends on hold during the voice call segment.
Interaction ID	The unique ID (UUID) for the interaction. When multiple segments across multiple channels are associated with a single interaction, the segments can have the same Interaction ID. The Interaction ID is not the Segment ID, Contact ID, or Master Contact ID.
Litigation Hold	Indicates whether an interaction is under litigation hold. When an interaction is under litigation hold, its metadata and media cannot be deleted by an Interactions Hub deletion policy. Available for users with Interactions Hub.
Master Contact	The master or parent ID of the contact The person interacting with an agent, IVR, or bot in your contact center.. The contact can contain one or more related segments. This column was previously named Contact ID.
Organization info	Inbound segment: phone number or email the customer contacted. Outbound segment: this field is not used.
Recording alerts	Recording alerts include: ScreenAgent is unreachable: ScreenAgent is not configured correctly or not running. Screen recording error: Call may not be fully recorded Screen recording error ScreenAgent machine configuration error No connection between ScreenAgent and agent’s screens ScreenAgent machine network configuration error ScreenAgent did not start recording due to machine configuration ScreenAgent failed to upload recording due to self-signed certificate configuration ScreenAgent machine hard drive configuration error ScreenAgent reached the maximum number of parallel calls Screen recording reached the maximum call duration See Resolve ScreenAgent Issues . Recording too short: Screen recording is too short. Audio is less 4 seconds and may not be recorded. No connection to media server: There was a problem with the media server, resulting in no recording being available. This error can occur for various reasons, and the error description for the recording alert provides more detailed information. For the Multi-ACD (Open) solution, this error indicates missing SIP events from the customer. This could mean that either the entire Invite is missing or only one side (Nearend or Farend) is being received. Voice recorder could not record call: No recording. There was a problem with the voice recorder. There can be multiple reasons. The error description for the recording alert provides more detailed information. Audio not available: incomplete audio data: Audio isn't available for this interaction (incomplete audio data). Contact CXone Mpower Support. Audio not available: missing audio packets: Audio isn't available for this interaction (missing audio packets). Contact CXone Mpower Support. Audio not available: missing audio packets from external source: (CR feature) Audio isn't available for this interaction (missing audio packets in the media stream). Contact CXone Mpower Support. System error: Recording did not start or another general error. Contact CXone Mpower Support. 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 Action 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 segment.
Skills	A classification assigned to agents in the ACD, based on abilities, specialties, and knowledge. See Manage Skills. Skills are displayed only when there is an agent in the interaction.
Source	The source of the recording: CXone Mpower, Multi-ACD (Open), or an external source (AppLink). Available for users with Recording side-by-side licenses.
Start time	Time the segment starts.
Team	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	Information about the interaction channel and recording status. Icons indicate the interaction channel: voice, chat, email, SMS, work item, messaging channels, and desktop activity. A screen recording icon indicates that the screen was set to be recorded. is displayed for each segment that is part of a complex call with multiple segments. Icons for voice and screen recordings indicate when they 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. You can view life-cycle management information for recorded media. Hover over the icon representing the segment's media type. The tooltip displays the current state of the media and the retention dates for both screen and voice recordings, including IVR calls. The tooltip will also indicate whether the interaction is currently under litigation hold. Lifecycle tooltip for desktop activity appears for the screen recording status icon. Life-cycle management information is not displayed for digital segments.