Retrieving 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.

Each folder is only viewable by the user. Folders are not shared.

To retrieve, view and playback the search results from a saved search folder in the Playback > Search Results window:

  1. From the Recordings > Playback window, expand the folder pane on the left side of the Playback window by clicking on the arrow.
  2. Double-click on the saved search folder containing the search criteria and results needed. A single click will only highlight the folder in order to Modify or Delete the folder.
  3. The Playback window title bar will change to the name of the folder and only the saved search results will show in the Playback window.
  4. Select the interaction for playback by double-clicking on the record from the search results.

To review the custom search criteria used to get the search results:

  1. From the Recordings > Playback window, expand the folder pane on the left side of the Playback window by clicking on the arrow.
  2. Highlight the title of the saved search folder desired.
  3. Click Modify at the bottom of the window .
  4. The Custom Search Criteria window pops up containing the search criteria for the custom search results captured.
  5. Adjust any set of search parameters to run a search using the Options, Users and Groups tabs.
  6. When search parameters changes are complete, click Save.
  7. To run the search with the criteria changes, double-click the folder just changed.
  8. A single click will only highlight the folder in order to Modify or Delete the folder.
  9. The Playback tab title bar will change to the name of the folder and only the interactions that match the search will be shown in the Playback table.