Options Tab

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.

The Options tab is used to set a number of selectable search parameters.

In the lower right-hand corner of the Custom Search Criteria > Options tab 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.

Select the parameters to be searched using any of the following:

  • Return Total Record Count: Adds the Total Number of Calls that satisfy the parameters of the custom search to the title bar of the Search Results.
  • No of Records: Limits the number of records returned.
  • Date: Select a time period or a custom date range of interaction recordings. The time period is based on the recorder’s time zone and the day a interaction started despite what day it ended. The selections are:
    • Custom Date Range: Select the Start Date to the End Date of the desired time period to search.
    • Current Day: Selects all today’s interactions from 00:00:00 AM to current time.
    • Yesterday: Selects all yesterday’s interactions from 00:00:00 AM to 11:59:59 PM.
    • Current Week: Selects all interactions from Sunday 00:00:00 AM to current day and time.
    • Previous Week: Selects all interactions from Sunday 00:00:00 AM to Saturday 11:59:59 PM.
    • Current Month: Selects all interactions from 00:00:00 AM on the first of this month to current day and time.
    • Previous Month: Selects all interactions from 00:00:00 AM the first day of last month to 11:59:59 PM of the last day of last month.
    • Previous 30 Days: Selects all interactions from the past 30 days.
    • Previous 90 Days: Selects all interactions from the past 90 days.
    • Current Year: Selects all interactions from Jan 1 at 00:00:00 AM to current day and time.
    • Previous Year: Selects all interactions from Jan. 1 at 00:00:00 AM to Dec. 31 at 11:59:59 from last year.
  • Start Time: Choose a range of interaction start times for the search. Either type in a time in the field or use the three slider bars to set the Hour, Minute and Second desired. The time a interaction ended will not impact the search. (For example: All interactions in the 1pm hour – 1:00:00 PM to 1:59:59 PM).
  • Extension: Search for one or multiple extensions. Enter in the desired extension in the text box, use a semicolon (;) to separate items.
  • Agent ID: Search for one or multiple Agent IDs. Enter in the desired ID in the text box, use a semicolon (;) to separate items.
  • Customer Identification: Search for one or multiple Calling Line IDs. Enter in the desired ID in the text box, use a semicolon (;) to separate items.
  • Call Duration: Search by the duration of the interaction despite how many pause and stop recordings are enabled. This is a mathematical formula of (END TIME) – (START TIME) = CALL DURATION. Currently there is no column in the CxQM Playback tab that displays this information for filtering or flagging. Call duration can only be used in a Custom Search mode.
  • Hold Duration: Search by the duration of hold times within in interactions.
  • Pause Duration: Search by the duration of pause time within the interaction.
  • Remarks: Search for the same word(s) in both the Remark 1 and Remark 2 fields. A user can enter one or more remarks parameters by using the semicolon (;) to separate items (For example: good; excellent).
  • Unique ID: Each interaction has a unique ID. If the ID is known, enter it for the search.
  • Flags: Search for flagged recordings by selecting one of these status:
    • Flagged for Follow Up: Select to find all interactions with a flag in the Flag column.
    • Marked as Complete: Select to find all interactions with a check mark in the Flag column.
  • Call Direction: Search for incoming or outgoing interactions by the direction.
    • In: Returns only interactions that have "In" for the call direction of the interaction.
    • Out: Returns only interactions that have "Out" for the call direction of the interaction.
    • Agent Initiated: Returns only interactions that have "Agent Initiated" for the call direction of the interaction.
  • Screen Capture: Search whether a interaction recording includes or excludes a screen capture. This is important for deployments recording screen captures on all stations for troubleshooting recording errors.
    • Audio Only: Select this to exclude all interactions that have a screen capture file.
    • Audio & Video: Select this to search for interactions that have screen capture and audio files.
  • Recording Duration: Recording Duration provides a way to search interactions by duration of the recording (recording length) using a range. The Recording Duration drop-down menu allows for refinement of the search to a span of Seconds, Minutes or Hours. An example would be searching for recordings that are 60 to 120 minutes in recorded length. Enter 60 in the first text box followed by 120 in the next text and selecting Minutes from the drop-down menu.
  • Result Options: Result Options selections allow a user to configure how some search results will be displayed. The options are:
    • Random Results checkbox: When checked, enables the No of Calls or Percent of Calls drop-down menu selections as well as the associated number selection box.
      • When Random Results is enabled, users may select:
        • No of Calls (default): Specify a number of interactions (No of Calls) to show, such as 25. An example is No of Calls set to 20 would display 20 of the interaction recordings found.
        • Percent of Interactions (Percent of interactions): Specify a percent of the number of interactions to show. An example is Percent of Interactions set to 10 would show 10% of interaction recordings found.
    • Display drop-down menu:
      • Most Recent First: Displays the most recent interaction recording searched for, first in the list.
      • Oldest First: Displays the oldest interaction recording searched for, first in the list.
  • Disposition: Displays only interactions that are assigned the disposition value that you select from the drop-down menu.
  • Interaction ID: If a user knows the Interaction ID of a specific interaction, it can be copied and entered in this text box as a search criteria.
  • Segment ID: If a user knows the Segment ID of a specific interaction, it can be copied and entered in this text box as a search criteria.