Finding Recordings Overview
Finding recordings in inContact WFO is done from within the inContact WFO Web Portal using the Call List, a sub-tab on the Interactions List tab.
You can search for and review recorded interactions so you can listen to them or perform other tasks . You can customize the way the list looks. For example, you can reorder the columns and sort records (Low to High, High to Low, A to Z, Z to A). You can also select which columns are displayed.
You are the only one affected by these changes. inContact WFO will remember your column configurations and display the lists the same way the next time you log in. However, sorts are not retained once you leave the Call List list page.
Call List Filtering Options
You can create custom, complex searches in the Call List using:
- The quick filter menu,
- The Filter page in the Call List or
- 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.
The Call List also lets you save filters for common searches. You can make these filters public (accessible to all users) or private (accessible only to you). You can also save a filter as your default filter, so that the Call List always opens with that filter in place.