Searching for interaction content

The Interaction Content area of the Vonage Contact Center (VCC) Admin Portal contains interaction content, such as audio and screen recordings, for your account.

How do I access Interaction Content?

To access Interaction Content, perform the following steps:

1. 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 for, and click Select.

   Vonage Contact Center appears.

2. 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 Content. Interaction Content appears.

You can now use the search section within Interaction Content 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 in VCC.
2. Select the By date/time tab.

3. 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. Select the start date and time for your interaction content search.
   End	The end date and time for the interaction content search. Select the end date and time for your interaction content search.
   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 agent's interactions.
   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. 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 of the number or 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. Inbound for inbound interactions only. Outbound for outbound interactions only. 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.

   Multiple Advanced filter search 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?

1. Go to Interaction Content in VCC.
2. Select the By interaction ID tab.
3. 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, you can sort search results by Date/Time. To sort results, click the header of the Date/Time column. An arrow appears in the column header to indicate which order the results are sorted in.

How do I copy interaction IDs?

To copy individual interaction IDs, click the Copy interaction ID to clipboard icon in the rightmost column of the interaction's row:

To copy multiple IDs, select the checkbox in the applicable interactions' rows. Then click the Copy selected interaction IDs to clipboard icon in the top right corner above the results table: