Feature coming soon: Remove empty transcripts from the content search results, Workspace default time zone selection, view level time zone selection

Prerequisites

If searching for voice transcripts:

  • Genesys Cloud CX 3 Digital or Genesys Cloud EX license
  • Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license
  • Routing > Transcription Settings > View permission
  • SpeechandTextAnalytics > Topic > View permission
  • SpeechandTextAnalytics > Data > View permission 
  • Voice Transcription settings enabled
  • Transcript content search enabled

    At least one of the following permissions:

    • Analytics > Conversation Detail > View permission
    • Recording Recording > View or Recording > RecordingSegment > View permission 

    To search for interactions with transcripts, click Performance > Workspace > Content Search

    Set a default time zone in the workspace

    You can set the default time zone in the analytics workspace before viewing any analytics view.

    To set the default time zone in the workspace, follow these steps:

    1. Click Performance > Workspace.
    2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

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

    Note:
    • Depending on your configuration, digital transcripts are tagged with UNKNOWN as the language. If you don’t see the expected search results and you’re using a specific transcript language, set the transcript to UNKNOWN and retry the search.
    • A conversation and a transcript are not on a 1:1 correlation. A conversation can have multiple transcripts within it. For example, for digital conversations, each message is generated as a separate transcript.
    • For the FedRAMP region, the content search uses the dialect the user has selected in organization settings as the default dialect for search.

    To view more information about an interaction, click to open it and view the interaction detail page in a new tab. You can jump between the interaction tabs to see the interaction list view and the interaction detail view. The title of the interaction detail view tab shows the truncated Interaction ID and has a fixed width as all other tabs in the workspace. When you hover over the tab name, a tooltip with the untruncated Interaction ID appears.

    Notes
    • When switching between the interaction detail view tabs, the recording playback stops working.
    • When switching between the interaction detail view tabs, the following features on the interaction detail view tab continue to work as expected:
      • Monitor/coach barge a live call
      • Interaction download
      • Quality management/evaluations
      • Schedule Coaching
      • Audit Trail tab
    • The number of interaction detail view tabs that can be opened at a time is limited to a maximum of 20 tabs. If the user opens a new tab by clicking an interaction while 20 tabs are open, the new interaction detail tab opens in the existing tab.

    Click More in the title of the interaction detail view tab and choose the required task to perform any of the following:

    Columns Description
    Reload Reloads the current tab alone.
    Duplicate Creates a duplicate copy of the current tab.
    Close Closes the current tab alone.
    Close all tabs Closes all the open tabs.
    Close other tabs Leaves the current tab open and closes all the other open tabs.

    To rename the title of the interaction detail view tab:

    1. Click Save View on the right side. The Save View pane appears.
    2. In View Name, Enter view name.
    3. Click Save. The title of the interaction detail view tab gets renamed.

    To retain recordings for potential litigation, you can protect interaction recordings from deletion when complying with legal directives. From the Interactions list, select the interactions you want to protect. Click the Protect Recordings option that appears above the list. As a result, the selected interactions are protected from deletion. For more information, see Protect recordings from deletion for a legal hold directive.

    You can copy an interaction’s Conversation ID to the clipboard and use it to filter interactions or share it with others including 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 navigate through the pages, use the Previous previous page icon, Next next page icon, First first page icon, and Last last page icon icons on the pagination control. To jump multiple pages at a time, click the First first page icon and Last last page icon icons.

    Note: When you navigate through actively updating records, the last known page is estimated, and can return no results or display additional pages.

    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 interaction data. When there is a difference between what is shown in the view and what is exported, you receive a partial result indication. The export file shows the partial result date and time including the most recent available transaction.

    Note: Exports from this view are limited to 1,000 records.

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

    Customize the view

    To show only certain data, customize the Content Search view. For example, you can choose to show only specific 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 switch quickly between different data of interest in the same view. 

    Note: Empty transcripts do not appear in the content search results.

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

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

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

    You can select up to 20 topic columns.

    For more information about the metrics shown in the columns, see the Available Columns section in this article.

    You can sort data to locate the specific information needed quickly.

    To sort data by a specific column, click the column you want to sort by or click the sort ascending or descending button next to the specific column name. Currently, the sorting functionality is available only for the following columns:

    • Date
    • Transcript Date
    • Sentiment Score
    • Sentiment Trend
    • Initial Direction
    • Conversation Duration

    For more information about the metrics shown in the columns, see the Available Columns section in this article.

    Notes:
    • The custom date range option in this view has a maximum length of 31 days. 
    • When the interactions start, the date range filter applies. 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 six-quarters (558 days), expect the performance to be slow when looking for data past that duration.

    To customize analytics views, use the date filter.

    To filter metrics by date or configure a custom date range, use presets.

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

    1. Click the date to display the date filter.
    2. Under KEY DATE select Transcript Start or Conversation Start.
    3. In the Presets list, select a preset date option.

    Date presets

    Presets Description

    Transcript Start

    Sorts the search results according to when the transcript begins.

    Conversation Start

    Sorts the search results according to when the conversation begins.
    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.
    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 .

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

    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 view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

    To filter by the transcript content:

    1. Click Filter .
    2. Click Transcript Content.
    3. Search or scroll to select the filter you want to use.

    Content search filters

    Filter Description
    Media Type

    Filter by media type
    The selected media type icon is displayed above the column headers. 

    Transcript Dialect

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

    The transcript languages currently supported are English-US, Spanish-US, English-AU, English-UK, English-ZA, Spanish-ES, English-IN, German-DE, French-FR, French-CA, Portuguese-BR, Italian-IT, Portuguese-PT, Polish-PL, Dutch-NL, Korean-KR, Japanese-JP, Arabic-SA, Arabic-AE, Arabic-IL, Arabic-BH, Arabic-EG, Arabic-TN, Arabic-WW, English-IE, English-HK, English-NZ, English-SG, German-CH, Swedish-SE, Danish-DK, Finnish-FI, Norwegian Bokmal-NO, Hebrew-IL, and Unknown Dialect.

    Detected Topic

    Choose one of the following:

    • Includes – Includes the dialects associated with the specific topic.
    • Excludes – Excludes the dialects associated with the specific topic.

    The topics that are detected out-of-the-box are Account Upgrade (en-US), Agent Knowledge Gap (en-US), Attorney or Lawyer Mention (en-US), Balance Inquiry (en-US), Billing Issue (en-US), Build Rapport (en-US), Cancel Mention (en-US), Cancellation (en-US), Change of Address (en-US), Check for Resolution (en-US), Checking Status (en-US), Communication Issue (en-US), Competitor Mention (en-US), Complaint (en-US), Contact Capture (en-US), Contacted Previously (en-US), Copy of Creation (en-US), Create Urgency (en-US), Creation (en-US), Dispute (en-US), Dissatisfaction (en-US), Escalate to Supervisor (en-US), Express Empathy (en-US), Expressing Confusion (en-US), and Follow Up Later (en-US). You can add additional topics that can be detected using this filter. For more information, see Work with a topic.

    You can select the desired topics and filter the data based on the selected topics. By default, the Includes option is enabled. You can select single or multiple topics in the same level and view the filtered results. The topics in this level are OR’d together. You can use the +AND with topics option to add another level of topics that need to be AND’d together. This option allows you to perform layering analysis on the interactions. 

    Words or Phrases

    Displays interactions that contain specific words in a transcript. Filter for specific words that are an Exact matchSimilar to, or Not similar to. Filter for multiple words by entering more words and searching again. Enter the word or words that you want to find in the search field.

    You can select the desired words or phrases and filter the data based on the selected words or phrases. By default, the Exact match option is enabled. You can select single or multiple words or phrases in the same level and view the filtered results. The words in this level are OR’d together. You can use the +AND with words or phrases option to add another level of words or phrases that need to be AND’d together. This option allows you to perform layering analysis on the interactions.

    Participant

    Displays the interactions that contain the specific words in a transcript.

    Choose one of the following:

    • Internal to see the interactions with the transcripts that contain the specific words of the internal participants (IVR, ACD, Agent, conference, or voicemail).
    • External to see the interactions with the transcripts that contain the selected words of the external participant (customer). 

    Note: The Participant filter requires a transcript word or phrase value.

    Sentiment Score

    Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers throughout the interaction. To highlight the customer parting experience with the contact center, more weight is awarded to events that took place toward the end of the interaction. 

    Sentiment Trend

    Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers throughout the interaction. To highlight the customer parting experience with the contact center, more weight is awarded to events that took place toward the end of the interaction. 

    You can search for interactions that contain either PCI data, PII data, or both. 

    To filter by sensitive data:

    1. Click Filter .
    2. Click Sensitive Data.
    3. Select the required filter that you want to use.
      • Contains PCI Data (Yes) – Search for interactions that contain PCI data.
      • Contains PCI Data (No) – Search for interactions that do not contain PCI data. 
      • Contains PII Data (Yes) – Search for interactions that contain PII data.
      • Contains PII Data (No) – Search for interactions that do not contain PII data.

    To filter by information about the interaction:

    1. Click Filter .
    2. Click Interactions.
    3. Select the required filter that 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 filter 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.

    From

    Displays information for interactions sent from the selected phone number or email addresses.

    • Enter the full email address, for example, person@example.com. The filter cannot search for a partial address.
    • Filter for multiple addresses at one time by entering other addresses and searching again.
    • Data before June 7, 2022 will not appear in the From column.

    To

    Displays information for interactions sent to the selected phone number or email address. 

    • Enter the full email address, for example, person@example.com. The filter cannot search for a partial address. 
    • Filter for multiple addresses at one time by entering other addresses and searching again.
    • Data before June 7, 2022 will not appear in the To column.

    Conversation ID

    Filters for interactions matching the specific conversation ID. Like the other interaction filters, this filter returns interactions that happened within the specified date range filter.

    The search includes the Conversation ID when the user searches for the content.

    Available columns

    Your customizations determine the columns that the view shows.


    Column  Description
    ANI The number of the person who dialed.
    Conversation Duration Displays the duration or length of the interactions. 
    Conversation ID The specific conversation ID for the interaction.
    DNIS The original number dialed for the interaction.
    Date The date at which the interaction started. 
    Division The divisions associated with the interaction. See About access control.
    Flow The name of the flow used to route the interaction.
    From Displays information for interactions sent from the selected phone number or email addresses.
    Initial Direction Whether the interaction started as inbound or outbound. 
    Media Type The type of media used.
    Queue The associated queues.
    Sentiment Score The score of the positive and negative markers in an interaction voice transcript, from -100 to 100. See About sentiment analysis
    Sentiment Trend The comparison of the sentiment in the first half of the interaction with the sentiment in the second half of the interaction. For more information, see What is the customer sentiment trend?
    Subject The subject associated with the interaction.
    To Displays information for interactions sent to the selected phone number or email address. 
    Topics Up to 25 defined topics are included in the transcript. Displays the topics detected on both the internal and external channels. 
    Topics (External) Displays the topics detected on the external channel. 
    Topics (Internal) Displays the topics detected on the internal channel. 
    Transcript Date The specific transcript date for the interaction.
    Transcript ID The specific transcript ID for the interaction.
    Users The internal users who are alerted or involved. 

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

    For example:

    If today’s date is February 15, the Boolean 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 Boolean value is False.