Content Search view
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
- Speech and Text Analytics > Topic > View permission
- Voice Transcription settings enabled
- Transcript content search enabled
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 > Workspace > Interactions.
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.
To view more information about an interaction, click the row to view its interaction detail page.
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.
- In an interaction's row, click More .
- Click Copy Conversation ID.
To navigate through the pages, use the Previous , Next
, First
, and Last
icons on the pagination control. To jump multiple pages at a time, click the First
and Last
icons.
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.
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 quickly switch between different data of interest in the same view.
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 Available Columns.
- 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.
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.
- Under KEY DATE select Transcript Start or Conversation Start.
- 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. |
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. |
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:
- 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 the transcript content:
- Click Filters icon
.
- Click Transcript Content.
- Search or scroll to select the filter you want to use.
Content search filters
Filter | Description |
---|---|
Media Type |
|
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:
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. |
Words or Phrases |
Displays interactions that contain specific words in a transcript. Filter for specific words that are an Exact match, Similar 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. |
Participant |
Displays the interactions that contain the specific words in a transcript. Choose one of the following:
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:
- Click the Filters icon
.
- Click Sensitive Data.
- 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:
- Click the Filters icon
.
- Click Interactions.
- 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.
|
DNIS | Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
|
From |
Displays information for interactions sent from the selected phone number or email addresses.
|
To |
Displays information for interactions sent to the selected phone number or email address.
|
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 |
---|---|
To |
Displays information for interactions sent to the selected phone number or email address. |
From |
Displays information for interactions sent from the selected phone number or email addresses. |
Subject |
The subject associated with the interaction. |
Media Type | The type of media used. |
Users | The internal users who are alerted or involved. |
Date | The date at which 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 of the interaction with the sentiment in the second half of the interaction. For more information, see What is the customer sentiment trend?. |
Topics | Up to 25 defined topics are included in the transcript. |
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. |