Typical Search Settings Examples

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.

Some typical types of custom searches to begin with are:

Search for an agent’s calls for the current month:

Select the Date range (Current Month) in the Options tab.
Select the User’s name and ID from the Available Resources column and move it to the Selected Resources column in the Users tab.

Search for all calls that were taken at an extension from a couple of weeks ago:

Select the Date range (Custom Date Range) and enter the Start Date (May 15, 2018) and the End Date (May 31, 2018) in the Options tab.
Enter an Extension in which the call was received, for example 4444, in the Options tab.

Search for all flagged calls for this month:

Select the Date range (Current Month) in the Options tab.
Select the Flags drop-down menu and select Flagged for Follow-up.

Search for all the screen-captured calls of a user for the previous week:

Select the Date range (Custom Date Range) and select Previous Week in the Options tab.
Select the Screen Capture drop-down menu Audio & Video option, in the Options tab.
Select the User’s name and ID from the Available Resources column and move it to the Selected Resources column in the Users tab.

Search for all the calls arriving on a specific toll-free number for this month:

Select the Date range (Current Month) in the Options tab.
Select the specific toll-free number to be searched for in the Resources > Available Resources column.
Move the resource to the Selected Resources column.