Content Search view

Prerequisites

At least one of the following permissions:

  • Recording Recording >View
  • Analytics > Conversation Detail > View 

To search for interactions with voice transcripts, click Performance > Content

The Content Search view displays interactions that contain a voice transcript of the conversation between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants, based on filter criteria. Use this view to search for interactions that contain specific words that are included or are not included in a voice transcript. You can also use this view to filter interactions with voice transcripts by additional interaction details. 

To view more information about an interaction, click on the row to view its interaction detail page

You can copy an interaction’s Conversation ID to the clipboard and use it to filter interactions or share it with someone, such as Customer Care.

Here's how to copy the Conversation ID to the clipboard.

  1. In an interaction's row, click More .
  2. Click Copy Conversation ID.

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export . Currently, only historical data typically > 1 day old is exported, due to the source and volume of interactions data. When there is a difference between what is shown in the view and what is exported, you receive a partial result indication and the export file shows the partial result date and time, including the most recent available transaction.

This view does not update as new interactions occur. To see new interactions, click Refresh .

Customize the view

Customize the Content Search view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

Note:
  • The custom date range option in this view has a maximum length of 31 days. 
  • The date range filter applies to when interactions start. Current interactions that started before the date range do not appear in the interactions list. 
  • If you filter for a date and go back more than 6-quarters (558 days), expect performance to slow when looking for data past that duration.

Use the date filter to customize analytics views.

Use presets to filter metrics by date, or configure a custom date range.

To use a preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To show or hide columns, click  and then search or scroll to select the columns you want to view. 

To rearrange columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.

For more information about the metrics shown in the columns, see Available Columns below.

To filter by voice transcript content, click Filters , and then search or scroll to select the filter you want to use.

Content Search filters

Filter Description
Transcript Content Displays interactions that contain specific words in a voice transcript. Enter the word or words you want to find in the Filter by transcript content field. Filter for specific words that are an Exact matchSimilar to, or Not similar to. Filter for multiple words by entering additional words and searching again.
Participant

Displays the interactions that contain the specific words in a voice transcript, by selected participants.

Filter by Internal to see the interactions with voice transcripts that contain the specific words of the internal participants (IVR, ACD, Agent, conference, or voicemail).

Filter by External to see the interactions with voice transcripts that contain the selected words of the external participant (customer). 

The Participant filter requires a Transcript Content filter value.

Transcript Language

Filter interactions for voice transcripts in the selected language.
This filter is a default that cannot be cleared.

The following transcript languages are currently supported: EN-US, EN-GB, EN-AU, EN-ZA, EN-IN, ES-US.

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interaction filters

Filter Description
User

Displays information associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.

Queue

Displays interactions associated with the selected queues. 

Flows Displays interactions associated with the selected IVR flows.
Division

Filters interactions for a specific Division. See About access control.


This filter is a default that cannot be cleared.
Initial Direction

Displays information about interactions with the selected initial direction.

ANI

Displays interactions with the selected ANIs.

  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • You can search for multiple numbers by searching again.
DNIS

Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.

Available columns

Your customizations determine which columns the view shows.


Column  Description
Media Type The type of media used.
Users The internal users alerted or involved. 
Date The date the interaction started. 
Initial Direction Whether the interaction started as inbound or outbound. 
Queue The associated queues.
ANI The number of the person who dialed.
DNIS The original number dialed for the interaction.
Flow The name of the flow used to route the interaction.
Division Displays the divisions associated with the interaction. See About access control.
Conversation ID The specific conversation ID for the interaction.
Transcript ID The specific transcript ID for the interaction.

Extra columns for export

The export file contains three extra columns: Interval Start, Interval End, and Interval Complete. 

 

Column  Description
Interval Start

The start of the selected interval.

For example, an interval of January 1–January 31 has the interval start of January 1.

Interval End

The end of the selected interval.

For example, an interval of January 1–January 31 has the interval end of January 31.

Interval Complete

Boolean True or False value. True if the entire interval is in the past. False if the current date is within the interval.

For example:

If today’s date is February 15, the value is True for the interval of January 1–January 31.

If today’s date is February 15, and the interval is February 1–February 28, the value is False.