Recorded Interactions

Quick Filter Menu

The Quick Filter menu provides a selection of basic filters that can make it easier to locate specific recordings in the system. The available Quick Filters depend on the recording integration and settings configured by the Uptivity administrator. For more information, see Quick Filters.

Filter Bar

Filter
Launches the Filter page so you can access advanced filter options, save commonly-used filters, and set a default filter. For more information, see Filters.
Previous Filter
Allows you to clear current selections and return to the previously-selected filter. Leaving the page clears this setting. When you return to the Recorded Interactions page, the default filter is displayed and Previous Filter is disabled.
Clear
Clears all filtering criteria applied to the current display.
Filter Criteria
Displays each of the filter criteria currently applied to the list, and allows you to remove individual criteria by clicking the x by the criteria name.
Search Filter
Allows you to select fields from a drop-down list, type values for those fields, and then click Search. The Recorded Interactions page is then filtered based on those field values.
Settings
Launches the Settings page so you can customize the appearance of the page and the operation of the HTML5 Interaction Player.

Recording Information Fields

The main portion of the list displays recorded interactions and their metadata fields. You can select which columns are displayed from the Settings page. You can also click and drag columns to the left or right to change their display order, or reorder the columns when you select them from the Settings page (see Recorded Interactions Settings). You are the only one affected by these changes. Uptivity remembers the settings and displays the list the same way the next time you log in.

You can sort records (Low to High, High to Low, A to Z, Z to A) by clicking the column header and then clicking the up or down arrows that appear. Uptivity does not save sorting choices if you leave the list.

Uptivity allows administrators to customize field labels and terminology in the NICE Uptivity Web Portal to fit their unique environment. Therefore, the field labels shown below may differ from those seen in individual implementations.

Default Columns

The following columns display by default. You can choose not to display them from the Settings page.

Flagged
Displays a flag icon if a user has flagged the recording.
Record ID
Displays the internal identifier generated by Uptivity for the specific recording.
Bookmarked
Displays a bookmark icon if a user has added bookmarks to the recording.
First Name
Displays the first name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the first name of the agent who originated the interaction.
Last Name
Displays the last name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the last name of the agent who originated the interaction.
Voice Port
Displays the device or "hardware" identifier in your ACD/PBX associated with the recording.
Time Recorded
Displays the date and time the interaction was recorded. By default, Uptivity displays time based on the time zone in which the recording server resides, but provides the option to allow times to be shown based on each user's time zone. Your system administrator can tell you how the system is configured.
Duration
Displays the duration of the recorded contact.
Video
Displays a video icon if screen activity was recorded for this interaction. NICE Uptivity Screen Recording is an optional component. Even if your organization uses screen recording, the system may not record screens for every call.
Evaluations Completed
Displays the number of NICE Uptivity Quality Management evaluations that have been completed and saved for this recording
QA Score
Displays the average overall score for all NICE Uptivity Quality Management evaluations that have been completed and saved for this recording.

Other Columns

The following columns do not display by default. You can choose to display them from the Settings page.

CallerID (ANI)
Displays the caller's number. Applies to inbound calls only.
Call Direction
Displays an I for inbound calls or an O for outbound calls.
Call ID
Displays the unique PBX/ACD identifier for the call if the information was available at time of recording.
Channel
Displays the internal identifier generated by Uptivity for the channel on which the interaction was recorded.
Agent Number
Displays the PBX/ACD identifier associated with the agent who made or received the call.
Number Called DNIS
For outbound calls, displays the phone number or extension that the agent called. For inbound calls, displays the number that the caller dialed to reach the agent. Values in this field are dependent on the information being available at the time of recording.
Filename
Displays the full UNC path, including file name, for the recording.
ACD Gate
Displays the PBX/ACD gate associated with the recording.
Global ID
This field is no longer used in Uptivity.
Group
Displays the PBX/ACD group associated with the recording. Applies to inbound calls only.
Wrap Duration
Displays the duration of wrap time for the interaction.
Total Hold Time
The total amount of time a call was in a "hold" status, according to your PBX/ACD. Availability of this feature and how it is calculated varies depending on your integration. Hold time is treated the same way as silence in playback.
Self-Evaluation Score
Displays the average overall score for all NICE Uptivity Quality Management self-evaluations that have been completed and saved for this recording. The value is calculated when the page is displayed by dividing the total score for all self-evaluations by the total possible score for all self-evaluations associated with the interaction. Scores are rounded to the nearest whole number (that is, 49.7% displays as 50%). If there are no self-evaluations for the interaction, the field is blank.
Calibration Score
Displays the average overall score for all NICE Uptivity Quality Management calibrations that have been completed and saved for this recording. The value is calculated when the page is displayed by dividing the total score for all calibration evaluations by the total possible score of all calibration evaluations associated with the interaction. Scores are rounded to the nearest whole number (that is, 49.7% displays as 50%). If there are no calibration evaluations for the interaction, the field is blank.
Survey Score
Displays the overall score for a call if the customer completed a survey after the call ended. Applies only if the organization uses NICE Uptivity Survey. The value is calculated when the page is displayed by dividing the total score for all surveys by the total possible score for all surveys associated with the interaction.

User Columns

These additional custom data fields can be used differently by each organization. For example:

  • Data received from third party IVR, CRM, or ACD platforms can be inserted into these fields.
  • Agents can enter information via On-Demand or the NICE Uptivity Web Portal.
  • If your organization uses NICE Uptivity Speech Analytics, classification rules can be used to add speech tags to these fields.

Other applications may be available. Your Uptivity administrator can tell you which of these fields (if any) are used by your organization, and you can choose to display them by adjusting the list settings.

Related Tasks