Finding Recordings Overview

You can find recordings in Uptivity using the NICE Uptivity Web Portal. Depending on your system's configuration, you may be able to use the Call List, the Recorded Interactions page, or both. These lists are accessed as sub-tabs on the Interactions List tab.

You may need to find specific recorded interactions so you can listen to them, evaluate the agent's performance, or perform other tasks. Uptivity 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 Call List or Recorded Interactions list using:

  • The quick filter menu
  • The Filter page
  • Both in combination

The quick filter menu is located on the left side of the Call List or Recorded Interactions page. This menu provides shortcuts for locating specific calls in the system. The available filters depend on your recording integration and the settings configured by your administrator.

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 Call List or Recorded Interactions page always opens with that filter in place.

The Recorded Interactions page 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.

If your organization uses NICE Uptivity Speech Analytics, you can filter recordings using the Tag Cloud. This feature is used to sort recordings by the tag groups assigned when the speech analytics engine reviewed the recording.

Uptivity also allows you to categorize or flag recordings so that you can more easily find them again.

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