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.

Additional Details

Record ID
Description	Unique identifier assigned to a recorded interaction in the Uptivity database.
Displays In	Recorded Interactions, Call List
Filter/Search By	Recorded Interactions, Call List
Format	Numeric
Size	Varies
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

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.

Additional Details

First Name
Description	The first name of a user (agent).
Displays In	Recorded Interactions, Call List
Filter/Search By	Recorded Interactions, Call List
Format	Alphanumeric
Size	127 characters
Limitations	This field cannot be blank.
Terminology	N/A

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.

Additional Details

Last Name
Description	The last name of a user (agent).
Displays In	Recorded Interactions, Call List
Filter/Search By	Recorded Interactions, Call List
Format	Alphanumeric
Size	127 characters
Limitations	This field cannot be blank.
Terminology	N/A

Voice Port

Displays the device or "hardware" identifier in your ACD/PBX associated with the recording.

Additional Details

Device ID
Description	The device or "hardware" identifier in your ACD/PBX (for example, position ID, phone port, DN, or extension).
Displays In	Recorded Interactions, Call List, Agent Call Summary report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Alphanumeric
Size	100 characters
Limitations	Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

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.

Additional Details

Time Recorded (Recording Time)
Description	Displays the date and time the interaction was recorded. The time displays in either AM/PM or 24-hour format, depending on how your system is configured.
Displays In	Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting
Format	Date/Time
Size	Displays as MM/DD/YYYY HH:MM
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

Duration

Displays the duration of the recorded contact.

Additional Details

Duration
Description	Displays the duration of the recorded contact.
Displays In	Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Numeric
Size	Displays as HH:MM:SS
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

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.

Additional Details

QA % Score (Recording)
Description	Displays, as a percentage, the average QA score across all evaluations performed on a recorded interaction. The score is calculated at the time a report is run (or the field is displayed) by dividing the QA Score by the Possible QA Score. The value is not stored in the database.
Displays In	Recorded Interactions (as QA Score), Call List (as QA Score), ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Numeric
Size	10,2 (for example, 12345678.90)
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

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.

Additional Details

Caller ID
Description	Displays the number of the calling party (also known as the ANI).
Displays In	Recorded Interactions, Call List, Call Recording Detail, ad hoc reporting
Searchable In	Recorded Interactions, Call List, ad hoc reporting
Format	Alphanumeric
Size	20 characters
Limitations	Available only for inbound calls. Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

Call Direction

Displays an I for inbound calls or an O for outbound calls.

Additional Details

Call Direction
Description	Displays the directionality of the call as either Inbound, Outbound, or Unknown. In this context, Unknown means that Uptivity was not able to identify the directionality of the recorded contact.
Displays In	Recorded Interactions, Call List, Call Recording Detail, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Alpha
Size	1 (I/O)
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

Call ID

Displays the unique PBX/ACD identifier for the call if the information was available at time of recording.

Additional Details

Call ID
Description	Displays the unique PBX/ACD identifier for the call if the information was available at time of recording.
Displays In	Recorded Interactions, Call List
Filter/Search By	Recorded Interactions, Call List
Format	Alphanumeric
Size	16 characters
Limitations	Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	N/A

Channel

Displays the internal identifier generated by Uptivity for the channel on which the interaction was recorded.

Additional Details

Channel
Description	Channel on the Uptivity server that recorded the contact.
Displays In	Recorded Interactions, Call List, Call Recording Detail report
Filter/Search By	Recorded Interactions, Call List
Format	Numeric
Size	Varies
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

Agent Number

Displays the PBX/ACD identifier associated with the agent who made or received the call.

Additional Details

Device Alias
Description	Agent-associated identifier in your ACD/PBX (for example, extension, agentID, and so forth).
Displays In	Recorded Interactions, Call List, Agent Call Summary report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Alphanumeric
Size	100 characters
Limitations	Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

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.

Additional Details

DNIS
Description	For inbound calls, displays the number the caller dialed to reach you. For outbound calls, displays the number your agent dialed.
Displays In	Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Alphanumeric
Size	20 characters
Limitations	Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

Filename

Displays the full UNC path, including file name, for the recording.

Additional Details

Filename
Description	Displays the path and filename for an audio recording.
Displays In	Recorded Interactions, Call List
Filter/Search By	Recorded Interactions, Call List
Format	Alphanumeric
Size	260 characters
Limitations	Value is determined (assigned or calculated) by system and is not user-editable.
Terminology	N/A

ACD Gate

Displays the PBX/ACD gate associated with the recording.

Additional Details

Gate
Description	Displays the call gate, split, or queue associated with the contact (different PBX vendors use different names for this setting).
Displays In	Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List
Format	Alphanumeric
Size	20 characters
Limitations	Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

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.

Additional Details

sGroup (ACD Group, Group)
Description	The group setting in your ACD/PBX (for example, hunt group, skill group, or labor group).
Displays In	Recorded Interactions, Call List, Call Recording Detail report, ad hoc reporting
Filter/Search By	Recorded Interactions, Call List, ad hoc reporting
Format	Alphanumeric
Size	30 characters
Limitations	Populated by information passed to Uptivity from the integrated ACD/PBX.
Terminology	This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

Wrap Duration

Displays the duration of wrap time for the interaction.

Additional Details

Wrap Duration
Description	Period between the end of the audio portion of the call and the time the agent finished working with PC applications related to the call.
Displays In	Recorded Interactions, Call List
Filter/Search By	Recorded Interactions, Call List
Format	Numeric
Size	Displays as HH:MM:SS
Limitations	Applies only if all these conditions are met: your organization uses NICE Uptivity Screen Recording, the interaction includes a screen recording, and wrap time was configured in the schedule under which the interaction was recorded. Otherwise, the field displays 00:00:00.
Terminology	N/A

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 NICE Uptivity 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

Customize the Recorded Interactions Page
Play Recordings
Create External Bookmarks
Categorize Recordings
Change Archive Options for Recordings
Copy Recording Links
Delete Recordings
Delete Recording File Masks
Edit Recording Metadata
Export Recordings
Find Call Segments
Flag Recordings
View Completed Evaluations for a Recording
View Completed Surveys for a Recording