Search for Interactions

Use the Interactions application to find interactions within a defined date range.

The interactions you can see in the search results depend on the view assigned to you. For example, the view may limit the results to interactions for your team.

Use the Select columns drop-down to Customize Columns that show in the search results.

Use Case: Coaching

Let's say you want to identify agents on the Sales team who would benefit from specialized coaching.

For example, you can focus your search results on calls in the previous month for:

  • Agents from the sales team

  • Incoming voice calls with screen recording

  • Interactions with low evaluation scores

  • Interactions categorized as Abandoned Call

  • Interactions that are tagged #coaching

Limit your search results using these filters:

  • Channel: Voice with screen

  • Direction: Incoming

  • Evaluation score: 0-50

  • Category: Abandoned Call

  • Team name: Sales

  • User-generated hashtag: #coaching

  • Date range: Previous month

If you want to only include results with a higher confidence match, select Limit to High Confidence for the category.