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Search Interaction Analyzer Recordings by Keyword

You can find spotted instances of specific keywords in all recordings of interactions that Interaction Analyzer processed.

To use this feature, you must have the following product licenses activated:

  • Interaction Recorder

  • Interaction Center Business Manager

To search Interaction Analyzer recordings by keyword

  1. Open IC Business Manager and log on. The IC Business Manager window appears.

  2. In the navigation pane, click the Interaction Recorder icon . The Interaction Recorder workspace appears.

  3. In the Navigation pane, click the Public Searches or Private Searches folder.

    Note:

    Both Private Searches and Public Searches are on the CIC server. Private searches are only available to the user who created them. Public searches are available for anyone who uses IC Business Manager in the CIC environment.

    Public searches defined previously appear in the right pane. If there are no searches and you have the appropriate permissions to create searches, a Create a search hyperlink appears.

  4. Do one of the following:

    • Right-click the Public Searches or Private Searches folder in the Navigation pane and then click New > Recording Search from the resulting shortcut menu.

    • If it is available in the right pane, click the Create a search hyperlink and then click New Recording Search from the resulting shortcut menu.

    The Create Recording Search dialog box appears.

  5. In the Title text box, type a name for this search.

  6. In the Maximum results text box, type the number of records to retrieve.

  7. Click New Attribute and then click Interaction Analyzer > Keyword.

    A definition entry for the selected attribute appears.

  8. In the [Operator] list box, click the operator to use for this search.

    9. Contains

    Allows you to find recording category tags that contain a specific string. For example, if some of your category names contain "Agent," you can specify that string to find recordings where Interaction Analyzer found keywords in categories that contain "Agent" in the category name.

    Does not contain

    Allows you to find recording category tags that do not contain a specific string. For example, if your category names contain "Agent," you can specify that string to exclude recordings where Interaction Analyzer found keywords in categories that do not contain "Agent" in the category name.

    Equal to

    Allows you to find recording category tags that match the exact category name. For example, if you have a category of "Agent greetings - Bad," specify that exact string in the box to match the category name that is present in the available recordings.

    Is empty

    Allows you to display recordings that have no category name tags associated to the recordings.

    Is not empty

    Allows you to display recordings that have any category name tags associated with the recordings.

    Not equal to

    Allows you to find recording category tags that don't match the exact category name. For example, if you want to view all recordings of any category except "Cursing," specify "Cursing" in the box.

  9. In the [Keyword] list box, type (up to 128 characters) or click the keyword for which to search. The list box displays all keywords in Interaction Analyzer keyword sets and those that exist in the CIC database.

  10. Click Create Search. The recorded interactions that match your search criteria appear in the right pane, up to the maximum count that you specified previously.

  11. To view an interaction, double-click it.

For more information about viewing an interaction recording, see Analyzed Recordings in Interaction Recorder Client.