# Genesys Quality Management Suite 8.1.520 : Search for Interactions

## Using Speech Tags to Search for Interactions

Click Customer Interactions to open the Interactions tab.

By default the date range is the last month as displayed in the calendars on the right hand side. If there are no interactions in the period set by the calendars then the interactions display the message "There are no interactions yet". Set the calendars for a date range that contains known interactions.

### Changing the Date Range for Interactions Displayed

To change the date range:

1. Select new dates using the calendars.
2. Click Update Search Results.

The Interactions tab opens and displays Updating search results as it builds the list of interactions.

The interactions list displays interactions from the new date range.

1. The Interactions screen displays the interactions table listing the latest [x] number of interactions with the most recent at the top. Each interaction row represents a call couple that is a segment of the call.
   By default the number of interaction rows displayed is 20. The number of interactions displayed is configurable on the Quality Manager Options page in the Records on a page value. This value affects all lists in Quality Manager.
   If there are more than [`x`] interactions, a message displays Showing first [`x`] Interactions.
2. To see the next [`x`] number of interactions click Load More. The message Updating search results appears, and the extra interactions are added to the bottom of the list. If there are more items in the list than can be displayed at once, a scroll bar appears.

## Searching for Interactions handled by Group or Agent

To search for interactions handled by Group of users navigate to Customer Interactions.

On the right hand side of the Interactions tab below the calendars there are two drop-down combo boxes Group and Handled By.

In Group drop-down combo box can be selected user group which handled the interaction. In returned results are only interactions which were handled by agents which belongs to selected group. Only one group can be selected.

Handled By drop-down combo box is Smart combo box, it displays first 30 agents whose interactions can logged in user see based on his permissions and assigned groups list. User can start typing to this combo box and he will get back filtered results matching first name, last name or login name of the agent. Only one agent can be selected. Group drop-down is reseted in case that user selects one agent in Handled By drop-down.
Group selection does not apply to the list of users. In Handled By drop-down is always available full list of agents which logged in user has in assigned groups list.

## Quick Evaluations Containing External Data

To create an evaluation navigate to Customer Interactions.

1. On the Interactions tab, click Evaluate. The Evaluate Interactions dialog displays.
2. On the dialog select a Questionnaire to use for the evaluation.
3. Click Evaluate on the dialog.

A dialog displays confirming the creation of an evaluation.

The evaluation is created with the media and agent in the interaction, the selected questionnaire, and evaluators assigned from Quality Manager users having the evaluator role for this agent, including the ccmanager user.

To view the evaluation navigate to the evaluation list Evaluations > Evaluation List.