Custom Search (Recordings) Button

You must have the default Administrator, Supervisor or Agent role or a custom role that includes the VIEW_PLAYBACK_CALLS permission to use the Recordings > Playback > Custom Search button.

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

A Custom Search of recordings can be made wide or narrow by the variety of parameters the user sets for the search. It is best to focus a search for a recording or sets of recordings using the customizable search options and parameters. Try to avoid "open searches" such as searching for all recordings Flagged For Follow Up without specifying a date range. Options to help focus a search are:

  • Dates and times that can narrow the search space.
  • Appropriate Agent IDs, Calling Line IDs, Durations and Remarks for recording specificity.
  • Select Users or Groups, as needed, to help make the search more finite and narrow.

In the lower right-hand corner of the Custom Search Criteria pop-up window is a small double-line triangle. Users can click on it to drag the corner of the window in or out to adjust the window size. All associated text boxes and grids expand in unison.

To start a Custom Search:

  1. In the Recordings > Playback tab, click on the Custom Search button.
  2. A pop-up window named Custom Search Criteria will appear. There are tabs at the top of the window that are used to streamline a search. They are:
    1. Options: Options are frequently used search criteria such Date, Start Time, Extension, Agent ID, Customer Identification, Call Duration, Hold Duration, Pause Duration, Remarks, Flags, Call Direction, Recording Duration, Disposition, Interaction ID, and Segment ID.
    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. For example, select a user or users that you want to search for their recordings.
    3. Groups: Groups combine several user and dialed number resources together. Playback groups are ideal for categorizing agents into departments, categories, or skillset levels.
    4. Resources: A resource can be any incoming 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.
    5. Custom Attributes: The Custom Attributes tab lists all the defined custom attributes that are assigned to the user/role. Enter a value for the attributes you want to include in the search.
  3. Within the Custom 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.
  4. 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.
  5. To save this search in a Saved Searches folder, enter a folder name for this search in the text box in the lower right corner.
  6. When all parameters for the custom search have been set, choose one of the following:
    1. OK to run the search.
    2. Clear to clear the current tab parameters.
    3. Clear All to clear all parameters set in the Custom Search.
    4. Cancel to exit the Custom Search Criteria window and not run the search.
    5. Save to save this search criteria and results in a named folder.
  7. To cancel a Custom Search request, click the Cancel button in the Please Wait window.

You might also be interested in: