Custom Search (Screen Capture Interactions) Button

You must have the default Administrator, Supervisor or Agent role or a custom role that includes the VIEW_PLAYBACK_CALLS permission to search for audio and screen recording interactions.

If a screen recorded interaction record is not visible in the Playback tab window, the Custom Search feature can be used to search for the recording. Unlike Sorting and Quick Filters which only search through the set No of Records that are the most recent in the Playback tab window, a Custom Search can be executed on older recordings.

Text boxes and grids of the Custom Search Criteria window will auto-resize to fit user input.

A Custom Search can be made very broad or very narrow depending on the variety of parameters the user sets. Custom Search settings and results can be saved to the Saved Searches folders. To start a Custom Search for interactions with screen recordings:

1. Go to Recordings > Playback tab.
2. Click Custom Search.
3. A pop-up window named Playback Log Search Criteria pops up. There are tabs at the top of the window that are used to streamline the search. They are:
   1. Options: Options are frequently used search criteria such as date, time, durations, remarks, unique IDs, flags, call directions or screen captures. If searching all interaction records for those with screen captures:
      • Date and/or Start and End Times: Select a date period and/or start and end times for the search.
      • Screen Capture drop-down menu: Select one of the following:
        • Audio & Video: Select this. The search will include all records with audio and screen recording files.
        • Audio Only: Not selected. If selected, the search will exclude all records with audio and screen capture recording files.
   2. Users: The Users tab lists all the available user and non-user resources by Name, Agent ID, Mobility ID and Extension to use as a search parameter in a custom search.
      • The user can choose specific users and search their records for screen recording files.
   3. Groups: Groups combine several user and dialed number resources together. Playback groups are ideal for categorizing agents into departments, sections, or skillset levels.
      • The user can choose specific groups to search records for screen capture recordings.
   4. Resources: A resource can be any number of data types such as a dialed number for an incoming phone number the customer dialed to reach an agent or a DNIS number. The user can choose specific Resources to search for records with screen recording files.
4. Within the Playback Log Search Criteria window, any text field will accept a wildcard search or a string of values.
   1. Separate multiple values with a semicolon (;) to separate a string of items such as alan; judy.
   2. Add a wildcard (*) character to search for characters before and/or after a set of numbers or letters. Inserting a wildcard at the end of string (te*) will search for values that begin with those characters. Inserting a wildcard at the beginning of a string (*9) will search for values that end with those characters. Inserting a wildcard at both the beginning and end of a string (*6*) will search for values that contain the character.
5. Many of the tabs use the Available Resources and Selected Resources tables.
   1. Sort the columns by clicking on the any of the column headers.
   2. Select one or more values in the table by using the SHIFT and/or CTRL key while selecting.
   3. Drag and drop your selection to the Selected Resources table or select the Add or Remove buttons.
6. To save this search in the Saved Searches folder, enter a folder name for this search in the text box in the lower right corner.
7. When all parameters for the custom search have been set, choose one of the following:
   1. Click OK. This runs the search.
   2. Click Clear. This clears the current tab parameters.
   3. Click Clear All. This is used to clear all parameters set in the Custom Search.
   4. Click Cancel. This exits the Playback tab Search Criteria window and does not run the search.
   5. Click Save. Used to save this search criteria and results in a named folder.
8. To cancel a Custom Search request, click the Cancel button in the Please Wait window.