# Genesys Quality Management Suite 8.1.520 : Viewing Information and External Data for an Interaction

## Viewing Information and External Data for an Interaction

To view information and external data for an interaction, navigate to Customer Interactions.

1. Select an interaction row on the Interactions tab.

   The Info button is disabled unless there is one interaction row selected. If more than one row is selected the Info button is also disabled

2. Click Info.

A Segment Information dialog displays all the information and external data available for that segment of the call.

Note that the Interactions tab is now grayed out and cannot be used until the dialog is closed using the close dialog button.

If there is more than one segment to the call then a subsequent interaction row can be selected to display the information and external data for that section. The process repeated until all the information and external data associated with the call has been displayed.

## Quality Manager Usage in Segment Information window

Calls used in Quality Manager application are flagged by Quality Manager Usage flag and marked as Protected in Call Recording.

Quality Manager Usage field can contain following values:

- Evaluated - indicates that this call is used for Evaluation
- Survey - indicates that this call has attached Survey
- Training - indicates that this call is used for Training
- Unsuitable for Evaluation - indicates that this call was replaced or deleted from Evaluation and it will not appear in random searches in evaluations

## Searching for Interactions using their External Data

It is possible to search for interactions on the Interactions tab using any external data that is attached to them. The external data available depends on the systems that are integrated with the call recording or contact center platform. Ask the administrator what external data is available on your system. Searching by external data is a powerful and flexible way to use data from the CRM and other systems to find the required interactions quickly.

The Administrator must set up the external data that can be used in searches. Any external data key configured in Call Recording Web UI > Search with the matching criteria can be used to search for interactions. Depending on the global setup in Call Recording, searches can be set up to enter a value or choose from closed set of possible values. The closed set of values is useful if there are a limited number of choices. For example, the customer category has the choices; "Platinum", "Gold", "Silver", and "Standard". If the external data required is not available ask the administrator to configure it in Call Recording Web UI > Search.

In the table below are examples of different types of external data with different matching criteria.

Example Label | Description
--- | ---
Customer Category is | Searches for all interactions where the Customer Category is exactly the value selected from a list of possible Categories.
Customer ID starts with | Searches for all interactions where the Customer ID starts with the value typed. For example searching for "123" will find all interactions having the Customer IDs "123", "1234", "123BX". but will not return for example "A123".
Service Type contains | Searches for all interactions where the Service Type ID contains the provided value. For example searching "Sales" will find all interactions that with a Service Type that includes Sales.
Skill Group is | Searches for all interactions where the agent has the selected skill.

Note that all searches are case insensitive so that there is no difference between searching for John or john or jOHn.

To search for interactions where only part of the information is known type the partial value of the key in the appropriate field with a starts with or contains matching criteria.

For instance using Customer ID starts with, type the known first few digits `568` of the Customer ID.

Click Update Search Results to search for the new criteria. The search returns interactions that contain instances of Customer ID ending in 568.

## Exporting Audio from an Interaction

In the Interactions tab,

1. Select an interaction.
2. Click Export Audio. The user role requires the permission Export Interaction Media. CCmanager must navigate to Administration > Role Manager and select the roles required to export interaction media.
   A dialog displays with the option to open or save the file.

## Playing Interaction Media on Universal Player

To play an interaction on Universal Player, navigate to Customer Interactions.

In the Interactions tab double-click the row associated with the interaction in the interactions list.

Universal Player opens in default mode. Universal Player plays the interaction.