Find Related (Interactions) 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 > Find Related button.

An interaction may be composed of additional interaction activities, such as transfers or conferences. The Tracking ID is a common number that CxQM assigns to all recordings that involve a call transfer or conference so that CxRecord can playback the entire customer experience, in sequence. CxQM will insert a Tracking ID onto each of the related components of the interaction and show this ID in the Playback window's Tracking ID column. You can use this column to easily locate all of the interactions that have that same Tracking ID.

To find multiple, related interactions with the same Tracking ID:

  1. Go to the Recordings > Playback window.
  2. Select or highlight the interaction with transfers and/or conferences to playback. It will have an entry in theTracking ID column on the Playback window.
  3. Click Find Related.
  4. The Playback window will show a filtered result of all recordings with the same Tracking ID.
  5. To clear and return to the default view, click the Recent Interactions icon in the ribbon bar.

A warning window appears if the user selected an interaction with no Tracking ID.