Content Search view
If searching for voice transcripts:
- Voice Transcription settings are enabled
- Routing > Transcription Settings > View permission
At least one of the following permissions:
- Analytics > Conversation Detail > View
- Recording > Recording >View or Recording > RecordingSegment > View permission
To search for interactions with transcripts, click Performance > Content.
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 filter criteria. Use this view to search for interactions that contain specific words that are included or are not included in a transcript. You can also use this view to filter interactions with 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.
- In an interaction's row, click More .
- 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 interaction 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.
- 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:
- Click the date to display the date filter.
- In the Presets list, select a preset date option.
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.|
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:
- Click the date to display the date filter.
- 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.
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 filter by media type, click the Filter icon.
- Select the media type.
The selected media type icon is displayed above the column headers.
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
|Word or Phrases||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 match, Similar to, or Not similar to. Filter for multiple words by entering additional words and searching again.|
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.
Filter interactions for voice transcripts in the selected language.
The following transcript languages are currently supported: EN-US, EN-GB, EN-AU, EN-ZA, EN-IN, ES-US.
Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center. This can indicate if the customer left satisfied or dissatisfied at the end of their interaction.
Filter interactions by the customer’s sentiment trend, which is determined by comparing the sentiment in the first half or more of the interaction to the sentiment in the last few phrases of the interaction.
To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.
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.
Displays interactions associated with the selected queues.
|Flows||Displays interactions associated with the selected IVR flows.|
Filters interactions for a specific Division. See About access control.
This filter is a default that cannot be cleared.
Displays information about interactions with the selected initial direction.
Displays interactions with the selected ANIs.
Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
Your customizations determine which columns the view shows.
|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||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.|
|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 or more of the interaction, to the sentiment in the last few phrases of the interaction, from -100 to 100. See What is the customer sentiment trend?|
Extra columns for export
The export file contains three extra columns: Interval Start, Interval End, and Interval Complete.
The start of the selected interval.
For example, an interval of January 1–January 31 has the interval start of January 1.
The end of the selected interval.
For example, an interval of January 1–January 31 has the interval end of January 31.
Boolean True or False value. True if the entire interval is in the past. False if the current date is within the interval.
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.