Saved Searches
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 > Saved Searches folders.
Administrators, supervisors and agents can create, save to, retrieve from, modify or delete Saved Searches folders and their search settings and results on their own workstation Playback view. Folders are not shared.
A user may want to save search settings and results and put them in a folder for viewing at a later time. The Playback window provides a space called Saved Searches for this purpose.
Each folder is only viewable by the user. Folders are not shared.
A user may use the same search settings again and again to search for a set of interactions or specific types of interactions and save the results of each search into Saved Searches folders. Searches can be run from the Recordings, Recent Interactions and Search Results windows and the search criteria and search results can be saved.
Some typical examples of Saved Searches may include, but not limited to:
- New Agent Search: Search for a newly hired agent's calls that may be across multiple groups.
- Random Call Search: Run a search for 30 random calls for reviewing over the next week.
- Lengthy Call Durations: Filter a search for calls that take longer than expected.
- Outbound Calls by a Certain Agent: Investigate an agent's calls that may be under review.
- Track a Specific Customer's Experience: Locate all the calls coming from a particular customer's identification to investigate the quality of customer service a customer received.
