Refine and Manage Search Results

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

Use the Select columns drop-down to customize the fields that show in the search results.

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

What Can You See in the Search Results?

Refine Search Results

Use the Filters pane in the search results page to refine your results.

View Related Segments

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

Click the icon to view all related segments with the same Master Contact ID in a separate window. All the related segments are displayed with the same columns as in the main search results page.

In a complex call with multiple transfers, an interaction might have more than one Master Contact ID. The related segments for each Master Contact ID in the interaction are displayed separately and are not aggregated in a single view.

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.

You can run the following actions on the segments:

  • Play

  • Share

  • Calibrate

  • Self assessment

  • Delete segment

Aggregated data for the entire interaction is displayed. You can play, share, and delete the entire interaction.

View Evaluations

You can view the status of an evaluationClosed Users can evaluate employee interactions, subject to any data restrictions that apply., collaborative evaluation, 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. in the Evaluation Score column.

If you have the appropriate Evaluation view definitions, you can:

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.

Share Recorded Segments

To share a recorded segment, click Action  Screenshot of the actions button 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.

Add User Comments

You can add a comment to an interaction in the search results grid. Only one comment can be added per segment.

When you add or edit a comment, you can share it with other users by mentioning them (@username) in the comment. The user receives an in-app notification and an email that you have shared the comment with them. Notifications are not sent out to the comment author.

You can also create a custom filter by adding a hashtag (#) to a comment. When you search for the hashtag, the results include all segments with that tag in the comments.

You can search for segments using information in the user comments:

  • Partial text from the comment itself

  • User-generated hashtags (#) included in comments

  • @username included in comments

  1. In the search results grid, select a segment and click CommentScreenshot of the comment icon.

  2. Enter the comment text.

    • To mention a user, click @ and select a user.

    • To tag the comment, click # and enter a tag. For example, tag segments to review later: #Coaching.

  3. Click Submit. The comment is created and a notification is sent to any users mentioned in the comment.

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 ActionScreenshot of the actions button and select Delete Recordings.

Use Case: Coaching

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

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. When Quality Management identifies a category, the confidence in the match is defined as a percentage. High confidence is defined as 75%.