If you frequently search for a recorded interaction or report in the SpeechIQ section, 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. On the WFO tab, go to Conversation Reporting, and then select the report for which you want to create a saved search. If you are searching for a recorded interaction, go to SpeechIQ > Search and Score.
    A window displaying the list of reports or recordings for the current week appears.
  2. Click the Advanced Search icon ().
    The Search window appears.

  3. As required, specify values in the following sections.

    Section

    Description

    Channels

    Communication channels (chat, email, SMS, or voice) for which you want to access the report or the recorded interactions. 

    You can select multiple channels.

    Date Selector

    Time period (either a date range or a custom period) for the report or recordings.

    The Date Filter Option field contains the following options:

    • Start Date: Date from when you want the report or recording. 
    • Added Date: Date when the interaction was added to QM.
    • Transcribed Date: Date when the transcript is created.
    • Scored Date: Date when the interaction is scored.
    • Acknowledge Date: Date when the scoring is acknowledged.
    • Arbitration Date: Date when the interaction is reviewed by an arbitrator.
    DurationMinimum and maximum duration of calls (in seconds) for the report or recordings.
    Phone Numbers

    Phone numbers of inbound or outbound interaction.

    You can specify multiple numbers by pressing Enter after entering each number in the text box.

    Agents

    Agents who performed the interaction.

    • To add agents, in the Available section, select their names, and then click . To remove agents, in the Selected section, select their names, and then click .
    • You can filter the names in the sections by using the Filter by name box.
    • Select the Exclude Selected checkbox to either include or exclude the selected items.
    • You can revert your changes by clicking .
    Agent Teams

    Agent teams to which the interaction belongs. 

    For information about how to add or remove agent teams, see the Agents row of this table.

    Keywords

    Keywords used by agents or customers.

    • To add a keyword, in the Keyword List field, select the keyword. If you want to specify your own keyword, in the Keyword field, enter the keyword, and then press Enter or click  . 
    • If you want the order of the keywords in the report to match the order of the keywords in the table, select the Exact Order checkbox.
    • You can customize the table by using the arrow next to a column heading. For more information, see Customizing a Table.
    • You can delete a keyword by hovering over it in the table and then clicking .
    Interaction UUIDs

    Interaction UUIDs (identifiers for recordings) that are applicable for the interactions.

    You can specify multiple interaction UUIDs by pressing Enter after entering each UUID in the text box.

    Interaction Intent UUIDs

    Interaction intent UUIDs that are applicable for the interactions.

    You can specify multiple interaction intent UUIDs by pressing Enter after entering each UUID in the text box.

    Interaction Intent Types

    Interaction intent types that are applicable for the interactions.

    For information about how to add or remove interaction intent types, see the Agents row of this table.

    Skills

    Skills assigned to the agents.

    For information about how to add or remove skills, see the Agents row of this table.

    Call Centers

    Call centers that are applicable for the interactions.

    For information about how to add or remove call centers, see the Agents row of this table.

    Services

    Services that are applicable for the interactions.

    For information about how to add or remove interaction intent types, see the Agents row of this table.

    Assessors

    Assessors that are applicable for the interactions.

    For information about how to add or remove assessors, see the Agents row of this table.

    Scorecards

    Scorecards that are applicable for the interactions.

    For information about how to add or remove scorecards, see the Agents row of this table.

    Scorecard Grades

    Scorecard grades that are applicable for the interactions.

    For information about how to add or remove scorecard grades, see the Agents row of this table.

    Metadata

    Metadata that are available for the interactions. 

    • To add metadata, in the Select Metadata field, select the metadata, and then, in the Possible Values cell, enter a value for the metadata.
    • Select Yes or No as required from the Condition column to include or exclude the selected data.
    • You can customize the table by using the arrow next to a column heading. For more information, see Customizing a Table.
    • You can delete a keyword by hovering over it in the table and then clicking .
    Silence Percentage

    Minimum and maximum duration of silence in calls (in percentage).

    Talk Over PercentageMinimum and maximum duration of talk in calls (in percentage).
    Sentiment

    The sentiment (positive, neutral, or negative) of customers, agents, or both.

    Tags

    Tags that are applicable for the interactions.

    Trusted PartnersThe clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in LiveVox Portal. 

     

    • You can revert your changes by clicking Reset.
    • If you want to immediately view the report or recorded interactions to which all your search criteria are applied, click Apply.

     

  4. In the Search window, click Save.

    If you had clicked Apply, in the report window, click the Advanced Search icon (), and then, in the Search window, click Save.

    The Save Search window appears.

  5. In the Name field, enter a name with which to 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 in the window displaying a SpeechIQ report or recorded interactions.

    • You can access a saved search by selecting the search in the Saved Search drop-down list box in the window displaying a SpeechIQ report or recorded interactions.
    • You can modify a saved search by first accessing the saved search and then clicking the Advanced Search icon ().