Quality Management and Speech Analytics Interaction Filter Overview

Filter Types

The filters available in interaction search are grouped below into different areas of filtering as follows:

Filters By Type

Action

• Conferences - number of conferences during interaction

• Mute count - number of times the interaction was placed on mute

Agent

• Agent ID

• Agent name

• Agent supervisor - assigned supervisor at time of interaction

• Agent trainer - assigned trainer at time of interaction

• Extension number - telephone extension number

• Main group - main group assigned to the agent

• Site - interactions recorded at a specific site

Caller

• Called ID - number dialed

• Called name - name of the device dialed

• Caller name - caller ID name as reported caller's telephone

• Caller phone number - caller phone number as reported caller's telephone

Content

• Content matched - number of speech events matched in a topic or category

• Spoken words/transcript - words and/or phrases spoken either party

• Spoken words/transcript by agent - words and/or phrases spoken agent

• Spoken words/transcript by caller - words and/or phrases spoken caller

• Topic category - SA category

• Topics - SA topic

• Topics by agent/speaker 1 - SA topic

• Topics by caller/speaker 2 - SA topic

Metadata

• Average agent clarity - average voice clarity percentage

• Average emotion overall

• Average over-talk - average overtalk percentage of all participants during interaction

• Custom field - custom field value

• Custom field 02 to 14 - custom field value (each is a separate filter)

• Draft evaluation

• Draft Y/N

• Evaluations exist

• File size (audio and video)

• File size (audio only)

• File size (video only)

• Has notes

• Hold duration

• Holds - number of times the interaction was placed on hold

• Interaction direction

• Interaction duration

• Interaction GUID

• Interaction source

• Interaction status - in progress or completed

• Interaction type - media type

• Is shared - is the transaction shared with others

• Is transcribed - does the interaction have a text transcription

• Labels - labels that have been added to the transaction

• Meeting URL - meeting url

• Number dialed - outbound interactions number dialed

• Snipped from - records that were snipped from a parent in

• Snipped source - how they were created

• Transaction code 1 to 5 - data added to transaction code X (each is a separate filter)

• Transferred - interaction was transferred

• Transferred from - extension interaction was transferred from

• Transferred to - extension interaction was transferred to

• UIID - Snippet parent - parent interaction the interaction was snipped from

• Unique Interaction ID (UIID) - Unique Interaction Identifier

Search limit

• Randomize search by - returns a certain percentage of interactions randomly

VCC info

• VCC agent notes

• VCC Channel name

• VCC queue name

• VCC Queue number

• VCC Status

• VCC Transaction ID

Operators Abbreviation Table

Each filter uses a different set of operators depending on the type of data the filter accesses. Below is a table of operators and the abbreviations used for those operators in the Filter Operators table below that.

Available Operators Table By Filter

The table below lists all of the operators that can be used for each filter. The operators are listed by the abbreviations shown above.

Additional Qualifiers

The Spoken words filters have additional qualifiers that allow you to search for words in specific sections of an interaction based on the length of the interaction. Those qualifiers are listed below. The qualifiers take an integer either seconds, minutes, or hours as the unit.