LV23 Pop-Out Help

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The Search and Score window window displays the list of all the interactions that are recorded and sent to U- QM. You can select an interaction from the list to access and evaluate the recordings.

Info
  • The Search and Score window populates all recorded interactions received by U- QM, irrespective of the processing status. 
  • All processed interactions are assigned a unique identifier number (UUID). 
  • Hover over interaction and click to play the recording.
  • To modify the interaction processing settings, contact the LiveVox Customer Care Team.your customer care team.
  • When you search for an interaction using Interaction UUID, the results are displayed irrespective of the date filter you have used in the search criteria.
  • Click Image Added to export the necessary details. You can export Evaluations, List (of interactions for the search criteria), or Transcripts using this option. Click the Export button to select the necessary option
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titleCreating a Saved Search

If you frequently search for a recording by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.

To create a saved search:

  1. Click .
    The  Filter window appears.

  2. As required, specify values in the filter sections.
    You have the following options:

    • If you want to immediately view the list to which all your search criteria are applied, click Apply Filter.

      Info

      When you search using Interaction UUID, the results are displayed irrespective of the date filter you have used in the search criteria.

    • You can revert your changes by clicking .

  3. In the Filter window, click Save Template. The Save Search window appears.

  4. In the Name field, specify a name with which you identify the search, and then click Save.

    The saved search is created, and it appears as an option in the Saved Search drop-down list box.

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titleReprocessing Auto Scoring

The auto-scoring functionality is dependent on the criteria set for processing an interaction, the level of processing selected, and the status enabled as per your requirement. For example, if an auto scorecard is set at a global level and is in the Active status, the auto-scorecard will run through all interactions. 

To reprocess the autoscoring of the displayed set of interactions:

  1. Click Reprocess. The Reprocess popup window appears.
  2. Select the actions to be performed using the checkbox.
  3. Click Accept.

The selected interaction is scheduled for reprocessing. 

Info

When an auto-scoring job runs, U- QM does not evaluate all the auto scorecards. Auto scorecards have filters and only the interactions that meet the criteria for the scorecard get evaluated.

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