Search

Minimum Required permission: Interaction Analytics View

The Search page allows you to search across all your data without being restricted by datasetsClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. or categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.. You can search for specific keywords/phrases, segment IDs, contact IDs, team names, or agent names. You can also filter your search by date, language, channel, and other metrics.

The page includes a graph that illustrates trends in interactions over time. The Matching Interactions widget displays interactions that match your search criteria. You can drill down into individual interactions within your search results to learn more.

You can sort the columns in the widgetClosed Graphical representation of data that meets specified filter criteria. to customize how they display. To do so, click Columns on the right side of the widget and select the boxes for the metrics you would like to view. Click Columns again to close the window.

Filter Your Search

You can filter your search by date range, language, channel, and several other metrics. You can hide the filter options by clicking Filters Search filters icon in the top-right corner.

To remove a filter, click the x next to it, then click the magnifying glass icon White magnifying glass on blue background.. You can also click more options icon of 3 verticle dotsReset Widget Filters on an individual widget.

You can enter keywords or phrases into the search bar and click the magnifying glass icon White magnifying glass on blue background. to filter for interactions that only use certain terms. You cannot enter the following characters in the search bar: ' [ ] { } < >. If you enter multiple terms or phrases into the search bar, only interactions that include all the entered terms display. Unless, you want to search for interactions that include multiple terms at once, the Keywords and Phrases filter may be more helpful to use instead. The Keywords and Phrases filter allows you to apply more rules such as exact match and proximity.

  1. To filter the data by a specific time period, click the Date Range drop-down. By default, it will display data from the past seven days. You can set it to search Within The Last __ Days or set a Custom Date Range by date and time of day.

  2. Select a Language to filter interactions by. Using this filter is required if you are using more than one language. The language will default to your system's default language.

  3. To narrow results by other criteria, click Add Filters and select the type you want to apply. You will need to repeat this step to add more than one type of filter.

  4. Click the filter you just added to finish configuring the filter options.

  5. Once you have finished configuring any filters, click the magnifying glass icon White magnifying glass on blue background..

Save a Search

You can select saved searches from the drop-down and quickly view results without reapplying filters. Saved searches can be public or private. Public searches are visible to all users. Private searches are only visible to the user that created them or users with the Admin permission.

To manage saved searches, click more options icon of 3 vertical dotsSaved Searches in the top-right corner. Here you can view details, copy, and delete saved searches. You need the Admin permission to delete searches created by other users.

Use clear names and unique colors to quickly find searches and tell them apart. Develop a consistent naming convention to make this easier.

  1. Click the app selector icon of app selector and select Analytics.
  2. Go to AutoDiscovery.
  3. To save a search, configure the search settings and filters for the data you would like to view. Then, enter your search.

  4. When you are finished, click the save icon Save icon in the top right corner.

  5. In the New Search field, enter a name for your search. It may be helpful to include numbers or special characters in the name, but not all characters are supported. For example, you could use the names Kansas Team > 30 seconds; Team Emerald City or Team Munchkinland 'Escalations' [with transfer].

    You will get an error message if you use the following characters to name a saved search: a comma, a period, #, ? , $, %, or ( ).

    Supported characters:

    • Alphanumeric characters (A-Z, uppercase and lowercase, and 0–9)
    • Underscores ( _ )
    • Spaces
    • Hyphens ( - )
    • Colons ( : )
    • Semicolons ( ; )
    • Double quotes ( " " )
    • Single quotes ( ' ' )
    • Pipe symbols ( | )
    • Less than and greater than symbols ( < > )
    • Square brackets ( [ ] )
    • Curly brackets ( { } )

  6. To select a different color for your search, click the colored box in the New Search field and select another color.

  7. Enter a description of your search settings and filters.

  8. Enable Public, to make the search visible to other users. Saved searches are private by default.

  9. Click Save As. Now your search is available in the drop-down and you can reuse the same search criteria later.