Finding Recordings Overview
You can find recordings in inContact WFO using the Recorded Interactions page. This page is accessed from WFO > Call Recording > Recorded Interactions.
You may need to find specific recorded interactions so you can listen to them, evaluate the agent's performance, or perform other tasks. inContact WFO provides you with several options that can make it easier to find the interactions you need.
Filtering Options
You can create custom, complex searches for the Recorded Interactions list using:
- The quick filter menu
- The Filter page
- Both in combination
The Filter page allows you to create complex filters with multiple parameters and a variety of operators (such as equals, less than, contains, and so forth). Filters created on the Filter page work together with quick filters, and any quick filters in effect are preselected when you open the Filter page.
You can save filters for common searches and make these filters public (viewable and editable by all users) or private (accessible only to their creator).
You can save a filter as your default filter, so that the Recorded Interactions page always opens with that filter in place.
The Recorded Interactions with HTML5 Interaction Player provides an additional filtering option: the Search tool. This tool allows you to filter by a variety of fields, one at a time, based on whether the value in the field equals your criteria.
inContact WFO also allows you to categorize or flag recordings so that you can more easily find them again.
Related Themes
Related Tasks
- Filter Recorded Interactions with Web Player
- Save Filters
- Edit Saved Filters
- Delete Saved Filters
- Use My Filters
- Create Default Filters
- Create Categories