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.

Refine Search Results

Use the Filters pane on 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

Evaluator (for standard and collaborative evaluations; only available for users with CXone Quality Management)

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.

Only available for users with a CXone Quality Management license, and the View evaluations > Scores permission.

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

In the Evaluator column, you can view 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 CXone Quality Management license, and theView evaluations > Evaluators permission.

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.

View Primary Hierarchy Paths

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

  • Hover over a team name in the Team column. If the team belongs to a selected OU or sub-unit, the full hierarchy path is displayed.

  • Hover over an agent name in the Agent column. If the agent is directly associated with a selected OU or sub-unit, the full hierarchy path is displayed.

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.

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 comments to interactions in the search results grid. One comment can be added per segment.

When you add or edit a comment, you can share it with individual users or all users in a group. In the comment, mention individual users and groups. All the users mentioned individually and in the group receive an in-app notification and 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 or @group name 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 users and groups, enter @ and select a user or group. You can select up to nine users and/or groups.

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

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

    Comments are not submitted if the total number of users mentioned individually and in mentioned groups exceeds 100. In this case, remove some users or groups and click Submit again.

Save and Manage Queries

After running a search, you can save the search with selected filters as a query. You can save it as a public query that everyone can use, or as a private query for your use only. All saved queries appear in the Saved Queries pane on the Interactions home page and on the search results page. There are separate sections for Public Queries and My Queries (for private queries). You can save as many queries as you want.

You need the Create/Edit/Delete Public Queries permission to save and manage public queries.

In the Saved Queries pane, you can:

  • Mark often-used queries as favorites. Click the Favorites icon by the query name. The query will then also appear under the My Favorites section. The icon by the query name shows whether the favorite query is public or private.

  • Share a query with others. Choose Share from the Actions menu by the query. Recipients get an email and in-app notification you've shared a query with them. They can choose to save it for themselves.

  • Rename and delete saved queries from the Actions menu by the query.

The Saved Queries pane reloads at the start of your session and whenever you refresh the page.

To save a query:

  1. Run a search and select filters.

  2. In the search bar at the top of the search results page, click Save.

  3. In the Query Name field, enter a name for the query.

  4. Select whether 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.

  5. Select whether to save the query as My query, for your use only, or as Public query, for all users.

    The saved query appears under the corresponding section in the Saved Queries pane.

You can edit a saved query on the search results page:

  • Change search parameters in the search bar at the top of the page.

  • Change filter selections in the Filters pane.

You can save the changes to the same query or save them as a new public or private query.

Export Search Results

You can export up to 1500 interactions from search results to a CSV file or to an Excel file. The interactions are exported in the order that they appear in the results table and include the displayed interaction information.

On the search results page, click Export search results and select the file format for download.

  • The Type column displays the channel and state of the recorded media. For example:

    • Chat [Transcript, Screen]

    • Voice [Voice, Screen]

    • Email [Transcript, Screen failed]

    • Voice [Voice in long-term storage]

  • All times are adjusted for UTC.

  • All duration times are in seconds.

  • Comments are not exported.

  • The Play column contains the location of the media. In an Excel file, the location is displayed as a link. Click Play to access the media.

Retrieve Recordings from Long-Term Storage

Recordings in long-term storage cannot be played back immediately. To access these files, you need to retrieve them from the archive.

You can retrieve media files for a contact from the search results table and the Related Segments window. The retrieved files temporarily move back into active storage.

File retrieval is a billable service. Retrieved files accrue applicable charges while in active storage. In your retrieval request, you must specify the date when the retrieved files return to long-term storage.

Required permissions: Long-term File Retrieval > Create

To retrieve media files from long-term storage

  1. In the search results grid, find the segment to retrieve.

  2. Select Retrieve from the segment's ActionScreenshot of the actions button menu.

    The New Media Retrieval Request displays the segment's Master Contact ID, the number of segments in the master contact, and the start date of the recordings.

  3. Select which file types to retrieve—Voice, Screen, or both.

  4. Set the date to return the files to long-term storage.

  5. Review the number of files and total file size of the retrieval request, then click the Acknowledge check box.

  6. Click Retrieve to submit the retrieval request.

You can track the retrieval request on the Interactions page. The media state tooltip for the segment indicates when the state is Pending Retrieval, Retrieved from Long-term Storage, or Returned to Long-term Storage. Use the Media State filter to view segments with the Retrieved or Pending Retrieval states.

Retrieval activity is logged in the Activity Audit report. and is also shown in the Cloud Storage > Long-Term File Retrieval page. You can cancel file retrieval requests that have yet to start processing.

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