Search Recordings

To search recordings click the Play nav navigation icon. The Recordings tab displays containing the search criteria bar and the search results table. A Full Text search option is also available if this feature has been enabled. To perform a standard search complete the following steps:

  1. Define the search criteria.

  2. Click the Search button. The recordings satisfying the search criteria are listed.

Listing Screen recs 10

The Search results table displays containing the following data columns:

Column Description

Medium

An icon indicating the recorded media type:

  • call icon Call Recording

  • Call Rec with transcript Call Recording with transcription

  • screen recording icon Screen Recording

  • chat icon Chat or Web Chat

  • email icon Email

  • SMS icon SMS

  • video icon Video Recording

Chain

The chain icon icon indicates that the recording is a member of the recording chain.

Evaluated

The Evaluation attached icon indicates a recording is attached to an evaluation.

Sentiment

An icon indicating the sentiment of the recording (if EnghouseAI sentiment analysis has been enabled on the recording profile):

  • IconSentimentPositive Positive

  • IconSentimentMixed Mixed

  • IconSentimentNegative Negative

  • IconSentimentNeutral Neutral

Sentiment Trend

An icon indicating the sentiment trend of the recording (if EnghouseAI sentiment analysis has been enabled on the recording profile):

  • sentiment variation neg to neg Negative to very negative sentiment variation neut to neg Neutral to negative sentiment variation pos to neg Positive to negative

  • sentiment variation pos to neut positive no neutral sentiment variation neg to neut Negative to neutral

  • sentiment variation neg to pos Negative to positive sentiment variation neut to pos Neutral to positive sentiment variation pos to pos Positive to very positive

  • sentiment variation stable Stable

Start Time

The date and time at which the call started. The date displayed depends on your preferences for time zone display.

First Name

The user’s first name.

Last Name

The user’s last name.

Extension

The user’s extension number.

Inbound ID *

The inbound ID number (e.g. caller ID)

Inbound Name *

The inbound name (e.g. caller name)

DNIS *

The DNIS. This is typically the number dialed by the caller, but sometimes, depending on the PBX, it is a route-point identifier instead. For example, an external phone number might reach an internal route-point extension 1111, which the contact center application knows routes to a group of agents. In that case, 1111 might be displayed.

Outbound ID *

The outbound ID number (e.g. the number dialed by the user).

Outbound Name *

The outbound name.

Length

The duration of the call.

End Time

The date and time at which the call ended. The date displayed depends on your preferences for time zone display.

Flag Name

The name of the flag applied to the recording search.

Flag Value

The value of the flag applied to the recording search.

File Location

The path to the daily call record subfolders.

File Name

The name of the subfolder and file containing the recording.

External Ref *

An external reference for the recording (e.g. a PBX-specific call identifier for call recordings or a computer name for screen recordings)

File Hash

A unique has used to verify the recording has not been tampered with.

Transfer From

Indicates the recording has been transferred from the original recording server.

Recorded By

"System" if the call is recorded automatically (according to a profile); otherwise, the user name for user-initiated recordings.

Department

The department of the user.

Location

The location of the user.

Time zone

The time zone offset to UTC of the recording server where the recording was made.

Recording Server Name

The name of the recording server where the recording originated.

Recording Profile

The name of the recording profile that triggered the recording if the recording was triggered automatically (or Empty if recorded on-demand)

System Flags

Any system flag can also be selected and viewed as a column.

If you are using indial-modifiers, you can search for associated recordings by selecting the modifier name, modifier number or queue name. For example, for a Sales queue that has an associated modifier name VIP with a modifier number 8000, you can search for any associated recordings using the modifier name - VIP, the modifier number 8000 or the queue name Sales.

  • What is actually displayed depends on the data output by your PBX.

You can hide or display columns in the search results table by clicking the Wheel Table Options link and selecting the columns to display.

Click on a search result to select it. You can click and drag to select multiple results. Left click on a selected search result to bring up the context menu:

Listing Screen recs 20

The search results context menu contains the following commands:

  • Preview to preview an audio call or recording summary (if available).

  • Details to play the recording or view and edit any flags or notes applied to the screen recording.

  • Export Media to copy the media to a file on your computer.

  • Start Evaluation to create a new evaluation using the media.

  • Reject to mark the screen recording as not suitable for evaluations.

  • Delete to permanently delete the recording.

  • Transcribe to start an on-demand transcription job (call recordings only)

  • Analyze to start an on-demand content analysis job (text based recordings only

  • Send to EnghouseAI to start an on-demand EnghouseAI request (call recordings with transcription, Webchat, UCMessage or Email recordings created by a recording profile with EnghouseAI enabled only.)

The Start Evaluation and Reject commands are only available to users licensed to perform Agent Evaluations.

See Also:

Defining Recording Search Criteria

Saving Search Criteria

Loading Saved Searches

Deleting Saved Searches

Playing Screen Recordings

Exporting Search Results

Restricting a User’s Recording View based on Flags