Searching Interaction Records

The Interactions page (Management Portal > Reporting > Interactions) lets you search the interaction records in the Ivanti Voice database, and save the searches you perform. You can run a new search, or a saved search.

To Run a New Search, Configure the Following Fields in the Search Parameters Table:

Time zone - Select your time zone in the drop-down list.

Dates - The time frame from which you want to retrieve interaction records. Either select a defined period such as Today, or select the Custom option and specify a range in the From and To fields.

From - If you select the Custom option in the Date field, specify the earliest date and time from which you want the search to retrieve interaction records. Either click the calendar icon next to the field and specify a date and time in the pop up screen, or type the date/time in the field using the following format: <month>/<day>/<year> <hour>:<minute>:<second>. For example: 06/05/2006 15:53:25

To - If you select the Custom option in the Date field, specify the latest date and time from which you want the search to retrieve interaction records. Either click the calendar icon next to the field and specify a date and time in the pop up screen, or type the date/time in the field using the following format: <month>/<day>/<year> <hour>:<minute>:<second>. For example: 06/05/2006 15:53:25

Show - Select All calls if you want the search to return records of all interactions. Select Only calls with recordings if you want the search to include only calls that were recorded.

Rows in result - Select the number of rows you want the search to return.

Filter by - Select the interaction property you want to use as the search key. The list of interaction properties includes those specified on the Management Portal > System Configuration > Contact Center Server > Interaction Reporting > Database page (refer to Storing Interaction Records). The Custom option in the Filter by list enables you to manually enter both the Field and Value.

Value - Enter or select the value of the attribute you selected in the Filter by field.

After setting the fields in the Search Parameters section, click the Search Interactions button. Ivanti Voice searches the database and refreshes the page to display the results.

Click the link in the date column to view the Call Interaction statistics. In the Call Interactions dialog box, click the Data link to see Interaction Properties, and click the View link to see Application details.

Saving Searches

To Save a Search:

1.On the Interactions page, configure your search by setting the parameters in the Search Parameters section.

2.Click the Save(As) button. A popup screen appears.

3.Name the new search and click OK. Ivanti Voice adds the search to the Saved Criteria drop-down list.

To run a saved search, select the search in the Saved Criteria drop-down list. The values in the Search Parameters change to reflect the search you select. Click the Search Interactions button to run the search.

To remove a search from the Saved Criteria drop-down list, select the search and click the Remove button. Click the OK to confirm the deletion.

Recordings and Ratings

This feature is only available for Ivanti Voice installations with the Quality Management license.

The Interactions page (Management Portal > Reporting > Interactions) lets you search for interaction records in the Ivanti Voice database, and save the searches you perform. You can create a new search or run a saved search to find the desired recordings. The search parameters can include a default time frame (such as This month) or you can define a specific time frame.

Once you perform the search, you can listen to and rate the audio recordings of agent conversations listed on the Found Interactions page. To change the rating categories, refer to Change Recording Rating Criteria Names.

These recordings are triggered by any of the following:

A supervisor clicking the Record Conversation button on the Quality Management tab of the Agent Dashboard interface (refer to the Supervisor Functions chapter of the Ivanti Voice Administrator Guide).

A voice application (refer to Connect Call Block).

The Contact Center Quality Management schedule (refer to Agent Interaction Recording Option).

An agent can record a call by clicking the Record button on the Agent Dashboard. However, this action records the call only locally (on the client workstation). Local recordings are not available on the server (or in the Management Portal). Only server side recordings are tracked by server.

To Find, Listen to, and Rate Recordings:

1.In the Management Portal, click Reporting > Interactions.

2.On the Interactions page, set the Search Parameters:

Time zone - Select your time zone in the drop-down list.

Dates - The time frame from which you want to retrieve interaction records. Either select a defined period such as Today, or select the Custom option and specify a range in the From and To fields.

From and To fields - If you select the Custom option in the Date field, specify the time frame for which you want the search to retrieve interaction records: either specify the earliest date and time using the From field, the latest date and time using the To field, or a range of time using both fields. Either click the calendar icon next to the field and specify a date and time in the pop-up, or type the date/time in the field using the following format: <month>/<day>/<year> <hour>:<minute>:<second>. For example: 06/05/2006 15:53:25.

Show - Select All calls if you want the search to return records of all interactions. Select Only calls with recordings if you want the search to include only calls that were recorded.

Rows in result - Select the number of rows you want the search to return.

Filter by - Select the interaction property you want to use as the search key, or select the Custom option to manually enter both Field and Value.

Value - Enter or select the value of the attribute you selected in the Filter by field.

3.Click the Search Interactions button. Ivanti Voice searches the database and refreshes the page to display the results.

4.On the Found Interactions page, recordings are marked with an audio icon. Click the audio icon to listen to a recording. The Listen Interaction screen opens, displaying audio controls that control the playback of the recording, as well as several different categories of ratings that enable you to rate the recording on a scale of 1 to 10 in various categories.

The red icon indicates a recording error occurred and provides an explanation.

5.Rate the recording by selecting ratings from the drop-down lists. You can also add comments in the Record Note field (maximum 255 characters). The notes will be visible to anyone else subsequently viewing the interaction. Click the Update button.

You can download the recording if needed: in the Listen Interaction dialog box click the Download button, in the File Download dialog box click the Save button, in the Save as dialog box click the folder in which you want to store the recording and click Save, then click Close.

6.Click the Close button to return to the Found Interactions page.

7.You can listen to and rate other recordings or click the Back link at the top of the page, below the Interactions tab, to run another search.