Search Results Grid

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Recording in Genesys Engage cloud.

The Search Results grid contains detailed information about each interaction.

The availability of each Search Results grid column depends on the type of search results you selected to view. Additional columns are available based on the metadata associated with the set of interactions. For example, if your system stores an interaction metadata called Location, a Location column can be added whenever interactions are listed in an Search Results grid. Since columns are added for all selected fields, some columns may be blank for some interactions.

Interactions in the Search Results grid can be:

Played back so you can listen to specific parts of the interaction.

Saved so you can run the search at a later time.

Search Results grid columns

In the left corner of the screen (under the Media Player), select the type of interactions you want to view from the menu provided. The following image is an example of this menu. In this example, the user selects to view a list of all the interactions found for the specific search. This menu indicates the number of interactions returned out of the number that match the specific search criteria in the server.

Important

The default maximum number of interactions that can be returned is 1000. Not all of the columns are available in each Search Results grid.

The Search Results grid can contain one or more of the following columns.

• Agent - The name of the agent who handled the interaction (available in: Interactions and Events).

• Auditor - The name of the auditor (available in: Events).

• Category - The category or categories that were assigned to the interaction. If only one category is assigned, the name of the category appears. If multiple categories are assigned, the number of categories appears. Place your mouse on the value to see a list of the categories. Category is only available with Speech Analytics (available in: Interactions).

• Confidence - A value that indicates the reliability of an event identification. The higher the number, the greater the degree of certainty (available in: Events).

Important

The Confidence number is not a percentage. The number is a range from 1 to 100.

• Date/Time - The interaction start date and time (in hours -minutes) (available in: Interactions and Events).

• Duration - The duration of the interaction (in hours -minutes -seconds) (available in: Interactions and Events).

• End Time - The event end time, offset from the start of the interaction (in hours -minutes -seconds) (available in: Events).

• External ID - The event end time, offset from the start of the interaction (in hours -minutes -seconds) (available in: Interactions and Events).

• Interaction ID - A unique number assigned to the interaction in the SpeechMiner UI database (available in: Interactions and Events).

• Media - The type of interaction found (available in: Interactions).

• Number of Segments - The number of segments in an interaction (available in: Interactions).

• Open - A Play icon . Clicking the Play icon activates the Media Player (available in: Interactions and Events).

• Program - The program that was used by SpeechMiner UI to analyze the interaction. Program is only available with Speech Analytics (available in: Interactions and Events).

• Segment ID - The segment of the audio interaction associated with the event. Segment ID is only available in a Recording UI environment and a Recording + Analytics environment (available in: Events).

• Start Time - The end time of the event within the interaction or segment (in hours -minutes -seconds). The start time of the screen recording (in date:hours:minutes:seconds) (available in: Events).

• Stop Time - The end time of the event within the interaction or segment in hours -minutes -seconds. The stop time of the screen recording (in date:hours:minutes:seconds) (available in: Events).

• Tags - A list of tags associated with this interaction. For more information, refer to Search Filter > Tags (available in: Interactions).

• Term ID - The ID number of the term that was identified in the topic (available in: Events).

• Text (available in: Interactions and Events) -
  • Interaction grid - An excerpt from the interaction text containing a term that was included in a search. The term must be specified in the SpeechMiner UI filter group. The term is highlighted in the excerpt
  • Event grid - Represents the phrase that SpeechMiner UI recognized.

Important

This column is only visible in grids that contain search results from searches that included terms.

• Topic (available in: Interactions and Events) -
  • Interaction grid - The topic or topics SpeechMiner UI identified in the interaction. If only one topic is identified, the name of the topic appears. If multiple topics were identified, the number of topics appears. Place your mouse on the value to see a list of topics.
  • Event grid - Represents the phrase that SpeechMiner UI recognized.

• TP / FP - If the event has been audited, one of the following values is selected and the entire cell is color coded.
  • TP - True Positive, color coded green.
  • FP - False Positive, color coded red.
  • SFP - Sense False Positive: color coded pink.

If you have Event Auditor permissions you can select a value in this column. To select a value, click the value. To clear the selection, click Clear.

Important

If you selected Exclude events that have been audited before you initiated your search, previously audited events will not appear in the grid.

• Workgroup - The work group associated with the agent who handled the interaction (available in: Interactions).