The Interaction Content Search area of the Vonage Contact Center (VCC) Admin Portal contains the interaction content—audio and screen—recordings for your account.
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How do I access Interaction Content Search?
To access Interaction Content Search, perform the following steps:
Log in to the VCC Admin Portal as a supervisor. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
If you are the supervisor of multiple accounts, select the account that you want to access Interaction Content Search for, and click Select.
Vonage Contact Center appears.
From the VCC homepage, move your mouse pointer over the menu icons on the left or bottom of the page.
In the menu that appears, click Interaction Search. Interaction Content Search appears.
You can now use Interaction Content Search to filter and sort interaction content, as well as annotate and download audio recordings.
How do I search or filter interaction content search results?
To search and filter the interactions that appear, perform the following steps:
1. Go to Interaction Content Search in VCC.
2. On the left side of the page, define the parameters you want to use to filter the results.
Field | Description |
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Date range | |
Start | The start date and time for the interaction content search. |
End | The end date and time for the interaction content search. |
Interaction Details | |
GUID | The unique identifier of an interaction. |
Agent ID | The identifier of an agent who handled the interaction. |
From/To | To get the interaction content for calls made to or from a specific VCC account, customer, or agent telephone number or numbers, type the first part or all of the number or numbers you want to include in the results. |
Call Direction | |
Inbound and outbound | Click Inbound and outbound to search for both inbound and outbound interactions. |
Inbound only | Click Inbound only to search for inbound interactions only. |
Outbound only | Click Outbound only to search for outbound interactions only. |
3. Click Search to perform your interaction content search. Click Reset to clear the parameters you entered and define new ones for your search.
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| The results are limited to a maximum of 10,000. To refine your search, either sort or adjust the filter criteria. |
How do I sort interaction content search results?
In Interaction Content Search, you can sort search results by any of the columns in the results table, apart from GUID and Content.
To sort results, click the header of the column you want to sort the results by. An arrow appears in the column header to indicate which column the results are sorted by and in which order. In this example the results are sorted by Duration in descending order:
How do I copy GUIDs?
To copy individual interaction GUIDs, click the Copy GUID to clipboard icon to the right of the GUID.
To copy multiple GUIDs, select the check box in the applicable interactions' rows. Then click the Copy selected GUIDs to clipboard icon in the top right corner above the results table.
How do I delete interaction content?
To delete interaction content for one or more interactions, select the check box in the applicable interactions' rows. Then click the Delete selected items icon in the top right corner above the results table.