The Interaction Content Search area The Interaction Content area of the Vonage Contact Center (VCC) Admin Portal contains the interaction content—audio and screen—recordings content, such as audio and screen recordings, for your account.
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How do I access Interaction Content
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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 SearchContent. Interaction Content Search appears.
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You can now use the search section within Interaction Content Search to filter and sort interaction content, as well as annotate and download audio recordings.
On the search page you will see two tabs:
By date/time - this allows you to search for interaction within some time period and other properties of an interaction
- By interaction ID - this will allow you to find a specific interaction ID
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
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- in VCC.
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Field
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Description
- Select the By date/time tab.
Search criteria
Description
Basic filter
Date/time Use the Date/time list to search for interactions that took place in one of the following time periods:
- Last 1 hour
- Last 12 hours
- Today
- Last 2 days
- Last 7 days
- Last 30 days
- Last 60 days
- Last 90 days
- Custom
Agent ID The identifier of an agent whose interactions you want to find content for.
Type the ID of an agent to search for a particular agent's interactions.Advanced filter
Start
The start date and time for the interaction content search.
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Select the
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start date and time for your interaction content search
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End The end date and time for the interaction content search.
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Select the end date and time for your interaction content search.
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Interaction Details
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GUID
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Agent ID
The identifier of any agent who took part in handling the interaction or interactions you are looking for (an interaction might have been handled by multiple agents).
Type the ID of an agent, to search for a specific
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agent's interactions.
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Agent ID
Duration Audio recordings longer than the duration you specify will be returned.
Select the minimum duration (in hours, minutes, and seconds) of audio recordings you want to search for.Note Interactions without an audio recording are treated as having a duration of 0 seconds. Therefore, setting this filter to a value greater than 0 seconds will not only filter out interactions with an audio recording shorter than that value, but will also filter out interactions with no audio recording. 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
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of the number or
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Call Direction
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Inbound and outbound
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whole number.
Use the first part of a number to search for multiple numbers that have the same beginning. Alternatively, use a % wildcard character at the beginning or end, or both, of a number to find interactions to or from numbers that contained that number. For example, searching for %123456789% will find calls to or from both +441234567890 and 01234567890.
Direction Use the Direction list to search for the following interactions:
- Inbound or Outbound for both inbound and outbound interactions.
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Inbound only
- Inbound for inbound interactions only.
- Outbound
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- for outbound interactions only.
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In the search parameters section above the results table, specify the parameters you want to use to filter the results. You can use the default basic filter or the advanced filter. To use the advanced filter, click Advanced filter next to Search or select Custom in Date/time.
Click Search to perform your interaction content search.
Info Multiple Advanced filter search
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criteria might be active, indicated by a number visible in the Advanced filter link in Basic filter view. You can clear these criteria by clicking Reset and then Search in Advanced filter tab.
How do I search for a specific interaction by its ID?
- Go to Interaction Content in VCC.
- Select the By interaction ID tab.
- Paste the interaction ID in a single search field. If the matching interaction is found, the details of that interaction appear in the results table.
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. Date/Time. To sort results, click the header of the column you want to sort the results byDate/Time column. An arrow appears in the column header to indicate which column order 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
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interaction IDs?
To copy individual interaction GUIDsIDs, click the Copy GUID interaction ID to clipboard icon to in the right rightmost column of the GUID.interaction's row:
To copy multiple GUIDsIDs, select the check box checkbox in the applicable interactions' rows. Then click the Copy selected GUIDs interaction IDs 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.: