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Search Filter

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



You can refine you search criteria with the options available in the Filter panel.

Click the Filter icon Advanced filter.png in the Search Results grid to access the Filter panel.

When configuring the Filter panel consider the following:

  • Only interaction that meet the conditions you set will be retrieved.
  • The current search criteria is displayed at the top of the Search Results grid. When you make changes to the filter the display is automatically updated.
  • The Add and Remove icons Addfilter.png Removefilter.png enable you to add and remove additional filter selections and/or values.
  • Once you save your filter configurations, the configuration is saved as a Saved Search and can be run in the future. See Working with Saved Searches.
  • The Include / Exclude option enables you to define a negative condition. For example, when you select Exclude, the condition is met when none of the selections or values for the specific filter are found in the interaction(s).
  • The View selected only option, enables you to display only the selected items associated with the specific filter.

The Filter panel is divided into the following groups:

Date Range

Enables you to filter for the Search Results grid according to a specific date range:

  • All - The default value that includes all interactions in the database.
  • Yesterday - Filter interactions recorded on the previous day from 00 -00 until 23 -59.
  • Today - Filter interactions recorded on the same day from 00 -00 until the exact time the search is performed.
  • Week to Date - Filter interactions recorded from the beginning of the current week (the last Sunday at 00 -00) until the exact time and date the search is performed.
  • Last 7 Days - Filter interactions from seven days prior to today (at 00 -00) until the exact time and date the search is performed.
  • Last Week - Filter interactions from the beginning through the end of the previous week.
  • Month to Date - Filter interactions from the first day of the current month at 00 -00 until the exact time and date the search is performed.
  • Last 30 Days - Filter interactions from thirty days prior to today (at 00 -00) until the exact time and date the search is performed.
  • Last Month - Filter interactions from 00 -00 on the first day until 23 -59 on the last day of the previous month.
  • Quarter to Date - Filter interactions from 00 -00 on the first day of the current quarter until the exact time and date the search is performed.
  • Last 90 Days - Filter interactions from 90 days prior to today (at 00 -00) until the exact time and date the search is performed.
  • Last Quarter - Filter interactions from 00 -00 on the first day until 23 -59 on the last day of the previous quarter.
  • Custom - Filter interactions from any date range selected from the two drop-down windows displayed. You can specify the exact day, month and year of both the beginning and end dates.

Terms & Topics

Enables you to filter for interactions according to a one or more terms or phrases that must be part of the interaction, topic and/or speaker:

Text field - Enter the term(s) or phrase(s) to search for.

Topics - Select one or more topics from the list to search for.

Limit to - Select one or more Speaker Types from the list.

Only interactions found in one of the following situations are included in the search results: 

  • Interactions with only one audio channel (the system cannot identify who is speaking), where at least one of the selected Speaker Types were involved in the interaction. 

For example, the topic Payments was found at least once in the interaction and one of the participants in the interaction was a speaker of type Agent. 

  • Interactions with more than one audio channel (the system identifies who is speaking at every moment in the interaction), where at least one of the selected Speaker Types mentioned the required topics and/or terms at least once in the interaction.For example, the Agent in the interaction talked about the topic Payments.  

Categories & Programs

Enables you to filter the Search Results grid according to categories and/or programs. Only interactions in which at least one category/program is identified are included in the search results.

  • Categories - Select one or more categories that should be associated with the interaction(s) you are searching for. 
  • Programs - Select one or more programs that should be associated with the interaction(s) you are searching for.  

Agents & Work Groups

From the lists provided select any combination of agents and work groups to include in your search. 

You can also choose to search for the "current user" rather than a specific agent or work group. In this case, the condition changes depending on which user runs the report.

If you select a work group, all the agents in the work group are included in the search condition.

Metadata

Metadata is collected by the recording system and relayed by it to SpeechMiner. The types of available metadata vary from system to system.

The Metadata filter enables you to filter the search results for selected metadata and metadata values.

The search results will only include interactions for which the selected types of metadata have defined values and when you specify values that match the specified conditions.

Three types of metadata values can be used in the conditions you define:

  • String of text (for example, "Detroit")
  • Decimal number (for example, "10" or "32.5")
  • Date

Dates must be entered manually in the same format used in your SpeechMiner web interface. For example, if your system represents dates in format - mm/dd/yyyy hh -mm, you would enter Oct 24, 2013 at 10 AM as 10/24/2013 10 -00;.

The format used in your system is specified in the webserviceparams table, in the globalDateFormat parameter.  

For additional information, please consult your system administrator.

Define a metadata filter

  1. Select to Include/Exclude the metadata.
  2. Select the type of metadata from the list provided.
  3. Click Values to configure the metadata.
  4. In the first field, select:
    • Equals - to specify a specific value for the metadata type.
    • Between - to define a range of values. When you select Between an additional field is added to the box.
  5. To add an additional OR condition, click the Add icon Addfilter.png to add a line in the box and fill it in as explained above.
  6. Click outside the box to close the box.

Comments

Enables you to filter the Search Results grid for interactions that contain comments made by selected users.

  • Blank text field - The text that must appear in one of the interaction comments. Only interactions that contain comments in which this text is found are included in the search results.
  • User - searches for the user(s) who added a comment to the interaction when playing the interaction. Only interactions that contain comments from the selected users are included in the search results.
  • Good Smicon goodcomment.png - searches for the user(s) who selected Good when adding a comment to the interaction during playback.
  • Neutral Smicon generalcomment.png - searches for the user(s) who selected Neutral when adding a comment to the interaction during playback.
  • Bad Smicon baddcomment.png - searches for the user(s) who selected Bad when adding a comment to the interaction  during playback.

User Actions

Enables you to filter the Search Results grid with interactions that were reviewed (played back or opened) by the selected user(s).

Segment

Enables you to filter the Search Results grid according to segment ID's. See What is an Interaction? > Segment.

Under Segment select the number of segments to include in the search results. In the first field, select either Less Than, Between, or More Than.

In the second text field or fields, fill in the amount of segments within an interaction that you want to search for.

  • Less Than - Search results include only interactions with a number of segments that is smaller than the value you specified. 
  • Between - Search results include interactions that include a number of segments that is more than the first value and less than the second value. 
  • More Than - Search results include only interactions that contain a number of segments that is more than the value you specified.

Tags

Tags enable you to label an interaction as a result of a specific action or a user defined category. That is, a tag is like a keyword that helps you identify an interaction, and enables you to generate better search results.

Tags can also help you indicate which interactions cannot be deleted (see, Playback Controls row #13) and which interactions have been evaluated as part of a Quality Management Evaluation Session (see, Perform an Evaluation Session step #8). 

Important
The Tags filter is not available for Event searches.


Interaction Properties

Enables you to filter the Search Results grid list according to:

  • Types - Select the type of interaction you are searching for (calls, chat or social interactions).
  • Languages - Set the language of the interactions you are searching for.
  • Duration - Select the duration range of the interaction to include in the data set. In the first field, select either Less Than, Between, or More Than.

In the second text field or fields, fill in the number of seconds. 

  • Interaction ID - Search results include only interactions with the value(s) you entered for the ID. In this field, you can enter up to 50 Interaction ID's.
  • External ID -  Search results include only interactions with the value you entered for the ID. External ID is a unique number assigned to the interaction by the external recording storage system. 
This page was last edited on October 2, 2020, at 12:39.
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