Interactions Guide - NIM 4.1

NICE Interaction Management
Release 4.1
Compliance Suite
Interactions Guide
385A0948-60 Rev. A2
April 2012
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Contents
1
Tools to Find Interactions 8
What Are Interactions? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Navigating Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Running Queries to Find Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
What Query Criteria Can I Define to Find Interactions? . . . . . . . . . . . . . . . . . . .20
Running an Instant Word Search to Find Interactions . . . . . . . . . . . . . . . . . . . .23
Requesting Playback of Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Previewing Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
Requesting Playback Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
Adding Comments to Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Flagging Interactions for Your Own Use (User Flags) . . . . . . . . . . . . . . . . . . . .35
Working with Transcriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Creating Transcriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Viewing Transcriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Transcription Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Adding Business Data to Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Playing Approved Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Player Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Extending Retention for Segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Extend Retention Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Extend Retention Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Extend Retention Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Extending Retention of Segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50
Viewing the Status of Extend Retention Requests . . . . . . . . . . . . . . . . . . . . . .57
Call Part Analysis - Training a Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Locking Interactions for Litigation Purposes . . . . . . . . . . . . . . . . . . . . . . . . . . .62
NICE Interaction Management Release 4.1 - Compliance Suite

Interactions Guide (Rev. A2) 4
Contents
Locking Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Managing Interactions in Litigation Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
2
Querying for Interactions 65
FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
What Kind of Queries Can I Create? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
What Results will the Query Find? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Can I Run the Same Query Every Day or Weekly? . . . . . . . . . . . . . . . . . . . . . .66
Should I Create a Quick Query or an Advanced Query? . . . . . . . . . . . . . . . . . .67
Should I Run an Existing Query or Should I Modify a Query? . . . . . . . . . . . . . .67
Should I Save my Query? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Can I Save Items of Special Interest? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
How Does a Query Behave Across Multiple Time Zones? . . . . . . . . . . . . . . . . .68
Querying for Interactions: Complete vs Segments . . . . . . . . . . . . . . . . . . . . . . .70
Viewing Interaction Stages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70
Creating and Running Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Running an Existing Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Running a Quick Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Running an Advanced Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Defining Settings for a Specific Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Creating a New Query Based on an Existing Query . . . . . . . . . . . . . . . . . . . . .80
Modifying Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Renaming a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Customizing a Folder Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Creating Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Viewing the Query Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Browsing the Table View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Sorting the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Grouping the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Filtering the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Using the Graph View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Graph View Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89

Contents
Saving Items to a Saved Items Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91

Saving a Results List to HTML/Excel/CSV . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
Printing a Results List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
Defining Global Query Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Selecting Query Criteria for a Quick Query . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Determining the Default View of the Results Pane . . . . . . . . . . . . . . . . . . . . . .96
Determining the Displayed Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
A
Defining Query/Category Filter Criteria 101
Defining a Timeframe as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Defining a Duration as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Defining an Interaction Type as Filter Criteria. . . . . . . . . . . . . . . . . . . . . . . . . .105
Defining Users/Groups as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Defining User Properties as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
Defining Job Properties as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109
Defining Interaction Profile Data as Filter Criteria . . . . . . . . . . . . . . . . . . . . . .110
Defining Turret Devices as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Defining CTI Events (Interaction Details) as Filter criteria . . . . . . . . . . . . . . . .118
Defining User Flags as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Defining Category Parameters as Filter Criteria to Find Interactions . . . . . . .124
What are Category Statuses? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
Defining Category Details as Filter Criteria to Find Categories . . . . . . . . . . . .126
Defining Business Data as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
Defining Rules as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
Defining Comments/Annotations as Filter Criteria . . . . . . . . . . . . . . . . . . . . . .131
Defining Audio Analysis Parameters as Filter Criteria . . . . . . . . . . . . . . . . . . .132
Defining Talk Analysis Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132
Defining Word-Spotting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
Word Spotting Formula Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139
Defining Emotion Parameters as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . .141
Defining Transcribed Text (Speech To Text) as Filter Criteria . . . . . . . . . . . . .142
Defining Desktop Analytics Parameters as Filter Criteria . . . . . . . . . . . . . . . .143
Defining Desktop Analytics Events as Filter Criteria . . . . . . . . . . . . . . . . . . . .143

Contents
Screen Events Formula Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146

Defining Request Details as Filter Criteria. . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
Building Free Expressions Filter Criteria. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .149
Using Wildcards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151

1
Tools to Find Interactions
This guide is part of the library of NICE Interaction Management documentation. NICE
Interaction Management was formerly known as NICE Perform.
Contents
What Are Interactions? .................................................................................................... 9

Navigating Interactions .................................................................................................. 10
Running Queries to Find Interactions .......................................................................... 17
Running an Instant Word Search to Find Interactions................................................ 23
Adding Comments to Interactions ................................................................................ 34
Flagging Interactions for Your Own Use (User Flags) ................................................ 35
Working with Transcriptions ......................................................................................... 36
Adding Business Data to Interactions.......................................................................... 41
Playing Approved Interactions...................................................................................... 43
Extending Retention for Segments............................................................................... 45
Call Part Analysis - Training a Model............................................................................ 58
Locking Interactions for Litigation Purposes .............................................................. 62

Chapter 1: Tools to Find Interactions
What Are Interactions?
What Are Interactions?

An interaction is any communication between a customer and one or more agents. An interaction
can include one or more types of media, such as voice and/or screen activity, email, chat, or text
messages. An interaction can refer to segments or complete interactions:
Segment: Any one part of a complete voice interaction. A segment begins each time a change
takes place in the voice interaction, such as a transfer event.
Complete Interaction: The sum of all the segments.It can comprise one segment only, or
several segments. It represents an entire exchange between a customer and one or more agents.
TIP: To display the Type column in the Results pane, from the Preferences window,
select Device ID. This is available for complete interactions only.
Due to some type of dispute, you want to find one or several interactions and play them back. The
first task at hand is to find the interactions. This is performed via the Interactions window. What
tools are available to help you find interactions?
Running Queries to Find Interactions.
Running an Instant Word Search to Find Interactions to narrow the results of the query
and find interactions with specific words/phrases.
Requesting Playback of Interactions. After receiving approval to playback interactions, you
can play the interactions.
Adding Comments to Interactions to enable you to keep a written record.
Flagging Interactions for Your Own Use (User Flags) to keep track of specific interactions.
These flags are viewed by the logged-in user only.
Working with Transcriptions to view speech-to-text.
Adding Business Data to Interactions. Later, you can run queries to find interactions with
specific business data, such as credit card number. Business data is customized per site.
Playing Approved Interactions. You can play back an interaction using the Player.
After you find interactions, you can do the following:
Extending Retention for Segments, to enable you to set a new retention date for selected
archived interactions (segments), which are in line for deletion in the Storage Center.
Call Part Analysis - Training a Model. Add calls to the models training set to be used to train
the model.
Locking Interactions for Litigation Purposes. You can now put on hold the automated
retention and deletion process of interactions until further notice by selecting Litigation Hold.
TIP: When you run an investigation and display investigation results in the Interactions
window, you can also assign category flags to the interactions. See the Investigations
Guide for details.

Navigating Interactions
Each time you select an investigation category in the Investigations window and click Results,
the Interactions window opens displaying the interactions that were found by the selected
investigation. The interactions are sorted according to Category Score.
You can also open the Interactions window by clicking Interactions in the NICE Interaction
Management Compliance Suite navigation bar. If a default query was previously defined, then the
interactions that match the query criteria appear automatically. If not, the Results pane opens
empty.
Folders Quick Query pane Results pane

pane
The Interactions window is divided into the following areas:

Folders Pane
Displays the list of folders and defined queries.
Quick Query Pane
Displays your most-used query criteria enabling you to quickly define, modify or run queries.
When you first open Interactions, the Quick Query pane is hidden. Click to open the pane.
Results Pane
Displays the interactions that match the query results or the investigation results.
Folders Pane
The Folders pane is divided into two branches: Queries and Saved Items. In each branch, you
can create your own folder structure.

The Queries branch is divided into two high level folders - Public and Private. Under these
branches, you can create customized folders and subfolders. Each time you create a query, you
must save it in one of the Public or Private folder in the Queries branch.
Queries saved in a folder under the Public branch can be run by all users.
Queries saved in a folder under the Private branch can only be run by the owner of the query.
The Public branch includes the following default queries:
Last 24 Hours - Displays all interactions that you initiated or were initiated by traders in
your groups within the last 24 hours.
Last 7 Days - Displays all interactions that you initiated or were initiated by traders in
your groups within the last 7 days.
Last Month - Displays all interactions that you initiated or were initiated by traders in
your groups within the last month.
The Saved Items branch is also divided into two high level folders - Public and Private. You
can create customized folders and subfolders under these high level folders.
In the Saved Items branch, you can drag interactions of special interest from the Results pane
into a Public or Private folder for safekeeping and quick access.
Interactions saved in a folder under the Public branch can be viewed by all users.
Interactions saved in a folder under the Private branch can only be viewed by the owner
of the folder.
What Tasks Can be Performed in the Folders pane?
In the Folders pane, you can:

Click a query to run it.
Create customized folders.
Define and run new queries.
Edit/delete queries.
Create Saved Items folders and drag interactions into the folders for quick access.
Click a Saved Items folder to view the interactions saved in the folder.

Quick Query Pane
The Quick Query pane displays the most frequently used query criteria. If the Quick Query pane is
hidden, click the Quick Query icon to open it.
To open the
Quick Query,
click here
When you select a previously defined query, the query criteria for the selected query are displayed
in the Quick Query pane.
TIP:
You can view additional query criteria by clicking Advanced Query .

You can determine which criteria appear in the Quick Query pane by clicking Filter
Setting .
What Tasks Can be Performed in the Quick Query pane?
In the Quick Query pane, you can:

View the query criteria defined for a query and run the query.
Define a new query and run the query.
Save a query under a new name with modified query criteria.
Results Pane
The Results pane displays the interactions that match the results of the most recent investigation
(after clicking Results in the Investigations window) or the most recent interactions query.
The Results pane displays interactions that you handled or were handled by traders in your
groups/subgroups.
The interactions in the Results pane are displayed in a Table view (list/grid) or in a Graph view.
You can determine the default view.

Table View
Graph View
Details Area
When you select an interaction, the Details pane opens after several seconds:
If you ran a query to find segments, or query on a category (from the Insight Manager) the
following tabs appear in the Details pane when you select a segment from the Results list:
If you ran a query to find a complete interaction, the following tabs appear in the Details pane
when you select a complete interaction from the Results list:
In the Details pane, you can view information about the interaction, by clicking on the appropriate
tab:
Preview: A timeline of the complete interaction appears (even if you selected a segment),
showing the interaction as it progressed between a customer and one or more agents.
Complete/Segments: If you selected a segment in the Results list, the complete interaction
to which the selection belongs appears in the Complete tab. If you selected a complete
interaction in the Results list, the segments of the complete interaction are listed individually
in the Segments tab.
Comments: You can view previous comments, add additional comments or delete comments.
If you selected a segment, the Comments tab displays only those comments associated
with the specific segment.
If you selected a complete interaction, the Comments tab displays the comments
associated with the complete interaction.
Recordings: Displays a list of recordings details including Logger ID, Channel, Start Time
and Stop Time.
If you selected a segment, the Recordings tab displays only those recordings associated
with the specific segment.

If you selected a complete interaction, the Recordings tab displays all the recordings
associated with all the segments of the interaction.
Participants: Displays a list of participants in the interaction with details including ID, name,
participant type and so on.
If you selected a segment, the Participants tab displays only those individuals that
participated in the specific segment.
If you selected a complete interaction, the Participants tab displays all the individuals
who participated in the segments of the interaction.
Phrases: Displays a list of all the words/phrases that are detected in the interaction. This list
includes all the words/phrases that were detected in the interaction as a result of previous
analyses. The words/phrases that are detected in the interaction as a result of the current query
are highlighted.
Transcription: Displays details of a transcribed interaction.
Exceptions: Displays a list of exceptions that occurred during the interaction, or while
recording the interaction, with details of each exception including Exception Time, Exception
ID, Exception Recording ID, Exception Description, and so on. See NICE Interactions Center
Exceptions for a detailed list of exception types.
To view the details of an interaction:

1. In the Results pane, select an interaction. After several seconds, the Interaction Details area
appears.
2. Click a tab to view the following information about the interaction.
TIP: In all tabs (except the Preview and Transcription tabs), you can sort the information
by clicking on a column heading.
View a preview of the stages in the interaction.

This tab always displays the stages of the complete interaction, even if you
selected a segment.
Note: The Preview pane displays only those participants who actively
participated in the call.
For Example:
A customer called and spoke to Agent A.
Agent A transferred the call to Agent B, but Agent B did not answer.
Agent A retrieved the call and continued talking to the customer.
In this call, although there were three participants (Agent A, Agent B and the customer), only two
were active in the call.
The call with the three participants is displayed in a query that searches for three or more
participants, while the same call displays only two active participants in the Preview pane.

View details about the complete interaction to which the segment belongs.
View details about the individual segments of which the complete interaction is
comprised.
View comments and add new comments.
View details of the participants in the interaction.
View details of the recordings in the interaction.
View a list of all the words/phrases that are detected in the interaction.
Words/phrases detected in the current query/category or Instant Word Search
are highlighted.
View details of a transcribed call.

Note: You must have proper privileges to view the Transcription tab.
Displays a list of exceptions that occurred during the interaction, or while

recording the interaction. See NICE Interactions Center Exceptions for a detailed
list of exception types.

Table View
The Table view displays the following information:

Each row displays one interaction that matches the query criteria. You can determine the
sequence of the rows by clicking a column heading.
NOTE: In query results for complete interactions, multiple rows are displayed for the
same interaction. This is because query results for complete interactions are not
merged.
The columns display details about the interaction.

Two columns are added to the Results pane when displaying results of an investigation (as
opposed to query results):
Category Score: Displays the score for each interaction in the investigation. The scores
are color-coded to reflect high/medium/low scores. The category score is based on all the
words that the investigation identified in the interaction. The score is calculated using the
word certainty value assigned to the word by the speech recognition engine and the
formula defined for the word in the investigation.
By default, the interactions are sorted according to Category Score. You can sort
columns differently by clicking on a column heading.
Category Flag: Displays the current category flag assigned to the interaction. You can
assign a new category flag as needed.
You can change the displayed columns.
You can group columns by choosing an option from the Group By field.
NOTE: In an internal interaction consisting of two traders as participants, the trader

information represents the logged-in user. If neither participant is logged-in, the trader
information represents the first trader that handled the interaction.
Graph View
The Graph view displays the following information:

A list of traders: For each trader, you can view device types and corresponding interactions.
The interactions are organized by device types.
You can zoom in/out and create a custom view according to dates.

Running Queries to Find Interactions

When you open the Interactions window, you can run a query to find specific interactions. You can
run existing queries or create new queries. Each time you run a query, the Results pane lists the
interactions that currently match the query criteria.
If you are a trader, the Results pane lists the interactions that you handled which match the
query criteria.
If you are a desk manager/compliance officer, the Results pane lists the interactions that you
handled and the interactions handled by traders in your groups/subgroups which match the
search criteria.
Browse through the list of interactions that match the search criteria.
If a default query was previously defined, then each time you open the Interactions window, the
default query runs automatically and the interactions that match the query criteria appear in the
Results pane.
EXAMPLE:
Last 7 Days is the default query.
If you are a trader: Each time you open the Interactions window, the interactions that you
initiated within the last seven days appear in the Results pane.
If you are a desk manager/compliance officer: Each time you open the Interactions window, the
interactions that you initiated as well as interactions initiated by traders under your
responsibility, which occurred within the last seven days, appear in the Results pane.
What Kind of Queries Can You Run?
You can run existing queries or create new queries.

To run an existing query, simply click on the query name. The interactions that match the
query criteria appear in the Results pane.
To create a new query, use one of the following methods.
Run a quick query in the Quick Query pane. In this pane, the most commonly used query
criteria appear. Define your criteria and click . For instructions on running a quick
query, see Running a Quick Query on page 72.
Run an advanced query, as described in the procedure below. When you run an advanced
query, all the query criteria appear in the Advanced Query window and you can build a
query using the appropriate criteria.

You can define query criteria that enables you to find very specific items (such as a single
interaction handled by a specific agent) or groups of interactions (such as all interactions handled
by the customer support group for three months). After you find the interactions, you can play
them back and evaluate them.
EXAMPLE:
You want to find all the segments that involved the agents in the New Agents group to see how
well these agents are performing. You want to evaluate the agents performance over a three
month period. You then create a segments query and define the query criteria as follows:
- Segments recorded between June 15th and September 15th
- Handled by agents from the New Agents group.
When you run the query, a list of all the segments that match the query criteria appear row by row
in the Results pane. You can then play back these interactions and evaluate them.
When creating a query (quick query or advanced query), you must define a time frame; all other
query criteria are optional. See What Query Criteria Can I Define to Find Interactions?
on page 20 for a list of query criteria.
For details on running queries, viewing your results and defining query viewing preferences, see
Querying for Interactions on page 65.
To run an advanced query to find interactions:

1. Log in to the NICE Interaction Management Compliance Suite.
2. In the NICE Interaction Management navigation bar, click Interactions.
If a default query was previously defined, then the results of this query appear automatically. If
not, the Results pane is empty.
You can run an existing query by clicking on a query in the Folders pane.

3. In the Folders pane, select a folder where the query will be stored. Later, when you save the
query, the query name will appear under the selected folder.
4. Right-click the folder name and point to New Query
-or-
Click the New drop-down arrow and point to New Query.
The Advanced Query window appears.
The query criteria is divided into different tabs enabling you to define query criteria topic by
topic.
5. Define your query criteria. See What Query Criteria Can I Define to Find Interactions?
on page 20.
After you define the query criteria, you can click the Summary tab to view a list of all the
defined query criteria for the query.
You can reset the values in the Advanced Query window to the default values by clicking
Reset .
6. To define customized query settings for this query only, click the Query Settings tab. (This
step is optional, since global query settings are defined for all queries.) See Defining Settings
for a Specific Query on page 78.
7. Click to run and save the query.
-or-
Click to save the query without running it.

8. If this is the first time that you are running the query, you are prompted to name and save the
query. The Save Query window appears.
Enter a query name and description and click OK. The Query Name appears in the tree under
the folder you selected in step 1 and the query icon appears next to the query name. The
Query Description appears as a roll-over in the Folder pane when a user points to this query.
9. If you selected in step 7, the query runs. While the query runs, all query names,
buttons and names are disabled temporarily (except the Abort button ). You can abort a
query while it is running - before the results appear.
10. The interactions that match the query criteria appear in the Results pane.
You can sort/group the data for easy viewing. See Viewing the Query Results on page 85.
You can change the columns in the Results pane (and then run the query again). See
Determining the Displayed Columns on page 98.
What Query Criteria Can I Define to Find Interactions?

When you create a query to find interactions, you can define the following query criteria:
Tab (in
Criteria Advanced Example
Query window)
Date/Time General Find interactions that took place within the

In all queries, you must last two weeks.
define a time period as See Defining a Timeframe as Filter
query criteria. Criteria on page 103.
Duration General Find interactions that lasted longer than

five minutes.
See Defining a Duration as Filter
Criteria on page 104.
User Flag General Find interactions marked with red flags.

See Defining User Flags as Filter

Tab (in
Query window)
Traders/groups Traders Find interactions handled by traders in the

Customer Complaints group.
See Defining Users/Groups as Filter
Trader Properties Traders Find interactions handled by traders using

extension 1234.
See Defining User Properties as Filter
Trader Job Properties Traders Find interactions handled by traders from

the Claims department hired after January
1st 1999.
See Defining Job Properties as Filter
Phone Properties CTI Information Find interactions with a VDN of 9999.

See Defining CTI Events (Interaction
Details) as Filter criteria on page 118
Device Types CTI Information Find interactions handled by Speakers

(site-specific) 1-10.
See Defining Turret Devices as Filter
Interaction Properties Interaction Find interactions from a mobile phone

Profile recording, or find interactions locked for
litigation purposes.
See Defining Interaction Profile Data as
Filter Criteria on page 110.
CTI Details CTI Events Find interactions with more than five holds
(site specific) and no transfers. See Defining CTI
Events (Interaction Details) as Filter
criteria on page 118.
Category Details Investigation Find interactions that were derived from

the Bonds investigation category whose
flag is Follow Up.
See Defining Category Details as Filter
Criteria to Find Categories on page 126.
Based on comments or Business Data Find interactions with the comment

annotations attached. Excellent.
See Defining Comments/Annotations as
Filter Criteria on page 131.

Tab (in
Query window)
Interactions with specific Business Data Find interactions with credit card
Business Data parameters. information starting with 9999.
See Defining Business Data as Filter
With specific classification or Business Data Find interactions whose scor.e on the
scoring rule parameters. System Score rule was higher than 80.
See Defining Rules as Filter Criteria
on page 129.
Word Spotting Audio Analysis Find interactions that include any word
Word spotting filters should from the Competitors word group with 80%
only be defined if categories certainty or higher.
or analysis rules were See Defining Audio Analysis
previously carried out. Parameters as Filter Criteria
on page 132.
Based on talk-analysis Audio Analysis Find interactions with interruptions.

parameters (such as number See Defining Audio Analysis
of interruptions, amount of Parameters as Filter Criteria
simultaneous talking and on page 132.
amount of silence).
Based on excitement levels. Audio Analysis Find interactions with an excitement level
above 70.
See Defining Audio Analysis
Parameters as Filter Criteria
on page 132.
Which occurred based on a Desktop Find interactions which were recorded due
Desktop Analytics event or Analytics to the Open Form Desktop Analytics event
object value. with a Screen Object value over 600.
(site specific) See Defining Desktop Analytics
Parameters as Filter Criteria
on page 143.
Build customized query Free See Building Free Expressions Filter

criteria Expressions Criteria on page 149.

Running an Instant Word Search to Find Interactions

In the Interactions, you can run an Instant Word Search to detect words/phrases used in
interactions.
An Instant Word Search searches through a set of interactions to detect specific words/phrases. As
a result of the search, the Results pane in Interactions is refreshed to display the interactions that
contain the defined words/phrases.
When running an Instant Word Search, keep in mind:
Before running an Instant Word Search, you may display interactions by performing one of the
following actions:
Run a category (via Investigations) and display its results in Interactions.
The Instant Word Search can be used for narrowing the scope of a category.
EXAMPLE:
After running the XX Security category, 800 interactions currently match the criteria. You now
run an Instant Word Search for the word Critical. The results are narrowed down to 300
interactions.
Now the results are easy to browse and play back.
You can redefine the category to include these words in the word-spotting filter.
Run an interactions query.

Select a Saved Items folder containing interactions.
The Instant Word Search searches through those interactions that were found previously as a
result of running a query; or running a category and displaying the category results; or
selecting a Saved Items folder.
Your search words do not need to be defined in the Lexicon Manager.
After the Instant Word Search runs, the results are narrowed to include only those interactions
where the specified word/phrase are detected. This does not change the definition of the
category or query that you ran previously. If you run the category or query again, without
changing its definition, the wider results will be displayed again.
Viewing the Results of an Instant Word Search

After you run an Instant Word Search, the interactions that contain the defined word/phrase appear
in the Results pane.
The Words Score column is added to the Results pane. This column represents a score based on
all the words that the Instant Word Search identified in the interaction (as opposed to the
Category Score column which represents a score for all the words found by the category). The
score is calculated using the word certainty value assigned to the word by the speech recognition
engine and the formula defined for the word in the Instant Word Search.
When you browse through the results of the Instant Word Search, you can view these
words/phrases in the Phrase Occurrences subtab.
When you play back the interactions, you can view these events as bubbles in the Player.

Guidelines for Running Instant Word Searches:

When you run an Instant Word Search, define the following search parameter/s:
The words/phrases that should be detected. The word/phrase that you are searching for does
not have to be defined previously in the Lexicon Manager.
Select the language for which you want to run the Instant Word Search (only supported
languages appear in the list).
A certainty threshold. The results of the search will only display those interactions that contain
the detected words/phrases at a probability level equal to or higher than the defined threshold.
Whether to search through all the interactions that match the query or category criteria, or to
search through the interactions that currently appear in the Results pane. The Results pane
only displays a predefined number of interactions, the actual query or category results may be
larger.
Whether to detect one or several words (when you define several words in the search). You can
define the following options:
Exact Phrase: The search will find those interactions that contain all the words entered in
the Search field in the order that you entered them, meaning the words appear in the
interaction as a phrase (one after the other).
Any Word: The search will find those interactions that contain one or more of the words
entered in the Search field.
All Words: The search will find those interactions that contain all the words entered in the
Search field, but in any order. The words do not have to appear one after the other.
EXAMPLE:
You enter Collect Prepared as your search words. Since this is a phrase with specific
meaning, you select the Exact Phrase option. The search finds those interactions in which the
words Collect Prepared appear one after the other in the exact order that you entered.
If you select the All Words option, the search will find the interactions that have both these
words but not necessarily consecutively or in the context that you mean.
If you select the Any Words option, the search will find any interaction that contains the word
Collect or the word Prepared.
An Instant Word Search searches through a set of interactions to detect specific words/phrases. As
a result of the search, the Results pane in Interactions is refreshed to display the interactions that
contain the defined words/phrases.
To run an Instant Word Search:

1. In the Interactions window, display interactions using one of the following methods:
In the Investigations window, select a category, right-click and select View Results.
-or-

In the Interactions window, select a query or select a Saved Items folder.

2. Define a search by filling in values in the Search area at the top of the window.
3. In the Search for words field, enter a word or a phrase.

The Instant Word Search currently contains characters from the English or German alphabet -
integers are not allowed. Therefore, you cannot define a phrase such as 401K - you must write
it out in words.
4. If you entered several words in the Search for words field, choose the search behavior as
follows:
In the list (after the Search button), select one of the following options:
Exact Phrase: The search will find those interactions that contain all the words entered in
Step 3 in the order that you entered them, meaning the words appear in the interaction as a
phrase (one after the other).
Any Word: The search will find those interactions that contain one or more of the words
entered in Step 3.
All Words: The search will find those interactions that contain all the words in Step 3, but
in any order. The words do not have to appear one after the other.
5. In the Min. Certainty field, enter a certainty threshold (in percent).
6. To search the interactions currently displayed in the Results pane, select Within Results
.
Note: When you view results from Investigations, the Results pane in the Interactions
window displays up to 1,500 interactions from the selected category. When you search within
the result of this selected category, you must select Within Results.
-or-
To search all the interactions that match the query criteria or task criteria or Saved Items list
(not just those interactions currently displayed), clear the Within Results checkbox
.
7. Click . The interactions that match the search criteria appear in the Results pane.

Requesting Playback of Interactions

In order to request the playback of interactions, there are specific tasks to perform in the request
workflow. These tasks include finding interactions; requesting the playback of these interactions;
and then, when the playback request is approved, playing back the interactions.
Your site administrator has tailored the workflow to fit the needs of your organization. As such,
you may have privileges to perform additional tasks, or there may be some tasks that you cannot
perform.
Your administrator defined a request workflow for you using one of the following request
workflows:
Request Workflow Requiring Manager Approval on page 26
Request Workflow with Automatic Approval on page 26
Playback Without Request on page 27
See the PBO Requests Workflow Guide for full details of each workflow.
Request Workflow Requiring Manager Approval
When you want to play back an interaction, you must first fill out a playback request form.
Depending on the request workflow at your site, the request will be sent to your desk manager for
approval. After the request is approved, you can play back the interaction via the Player. This is the
most common type of workflow.
This request workflow consists of the following steps:
1. Running Queries to Find Interactions on page 17
2. Previewing Interactions on page 27
3. Requesting Playback Access on page 28
4. Playing Approved Interactions on page 43
Request Workflow with Automatic Approval
When you want to play back an interaction, you must first fill out a playback request form. The
request is automatically approved. This workflow provides for proper auditing in the system.
Depending on the request workflow at your site, you may have automatic approval for some
playback requests but require manual approval for other requests.
For Example: Requests for interactions within the last twenty days are automatically approved, but
requests for older interactions require manual approval.
This request workflow consists of the same steps as the request workflow requiring manager
approval. Keep in mind that your requests will be approved immediately.

Playback Without Request
For some agents, your administrator can define that interactions can be played back automatically,
without filling out a request form. In these cases, you do not need to request playback. Simply, find
the interactions and play them back via the Player.
The playback without request workflow consists of the following steps:
1. Running Queries to Find Interactions on page 17
2. Playing Approved Interactions on page 43
Previewing Interactions
TIP: This task is generally performed by agents to help them identify those interactions
for which they want to request playback permission.
If your administrator enabled the Preview functionality, then you can preview interactions before
requesting playback approval. This means that you can listen to a short portion of an interaction to
help you positively identify the interaction in dispute.
EXAMPLE:
You need to find a specific incoming interaction that took place within the last seven days, but
you do not remember details about it. You run a query to find your incoming interactions from
the last seven days. After you run your query, you can preview the interactions displayed in
the Results pane to find the specific interaction.
The Preview functionality can only be used for interactions that are available. If the interaction is
archived offline, you will receive a message that the interaction is not online and it cannot be
previewed. You can request playback access for these interactions without listening to a preview.
To preview interactions:
1. In the Interactions module, run a query to find interactions (see Running Queries to Find
Interactions on page 17).
2. Select one or several interactions and click , or right-click and select .

The Player appears and a portion of the interaction is played back.
NOTE: If you selected an interaction that is not online, a message appears informing
you that the interaction is not online. You cannot preview the interaction, however you
can request playback of the interaction. The IT administrator will retrieve the interaction
after the request is submitted.
What is the Next Step in the Workflow?

After you preview interactions and locate the appropriate ones, you can request playback access
for these interactions. See Requesting Playback Access on page 28.

Requesting Playback Access
TIP: This task is performed by users in the organization who are required to request
playback access.
Now that you located the interactions in dispute, you can request playback access by filling out a
request form via the Request Wizard. After you submit the request form, the system automatically
assigns a unique ID number to the request to help track the request throughout the request process.
You can request playback access for one interaction or several interactions at the same time.
Guidelines
In the Request Wizard, supply the name of one or more individuals from your organization
involved in the dispute, as well as the name of one or more individuals from a 3rd party
involved in the dispute. The information that is mandatory can be customized per site.
NOTE: Only relevant if a 3rd party is configured in the System Administrator.
You can save a draft of a request without submitting it. This means that the request has not
entered the request flow. The draft is saved in the My Drafts Request folder in PBO Requests.
You can open it up at a later date, edit it and submit it.
After you submit your request, you can track the progress of your request via PBO Requests.
Some agents have permission to request a hard copy tape of the interaction.
If you have the required privilege, a checkmark appears in Step 2 of the Retrieval Wizard
enabling you to request the hard copy.
NOTE: Only relevant if Request hard copy for this playback is enabled in the
System Administrator.
Who will Approve Your Request?

Your site administrator defined a request workflow, meaning which individuals are required to
approve your request. The administrator can define one of the following flows:
All your requests for playback will be approved automatically.
All your requests require approval by your desk manager and/or other manager. If approval is
required by both individuals, then both individuals must approve the request before you can
play it back.
Requests for playback of interactions that correspond to the set criteria will be approved
automatically, but requests for playback interactions that do not correspond to the set criteria
require approval by your desk manager and/or your compliance officer. The administrator
defines the criteria in System Administrator.

If your administrator defines that playback requests for interactions that correspond to the set
criteria will be approved automatically and the ones that do not correspond to the set criteria
require manual approval, then the following may occur:
If you select several interactions and they all correspond to the set criteria, then approval
will be granted automatically.
If you select several interactions and they all do not correspond to the set criteria, then
manual approval is required.
If you select several interactions and some correspond to the set criteria and others do not
correspond to the set criteria, manual approval will be required for all the interactions.
To request playback access:
1. In the Interactions module, select one or several interactions and click , or right-click and
select . The Request Wizard appears.
If you have privileges to create a request on behalf of another user, decide whether you
create this request for yourself, or for another user. Continue with Step 2.
If you do not have the privilege to create a request on behalf of another user, the Request
Wizard appears showing the interactions that you requested for playback. Continue with
Step 4.
2. Select one of the following options:
Create request for myself

If you select this option, click Next and continue with Step 4.
-or-
Create request on behalf of another user
If you select this option, continue with Step 3.

3. To create a request on behalf of another user, you must select the user.
Note: The user you select, for whom you want to request playback access, must have
privileges to request playback for the selected interaction.
To select a user:
a. Select a group from the Organization Tree.
The subgroups/users appear in the Group Members list box.
b. Double-click, or use the arrow key to move the user to the Selected Members list box.
c. Click Next.
If the user you selected does not have privileges for some or all of the selected
interactions, the request will be denied, and you will not be able to proceed with the
wizard.
In this case, remove the user from the Selected Member list box and select another
user.
4. The Request Wizard appears showing the interactions that you requested for playback.
If you selected a complete call for playback, the Complete ID, Start Time and Name
columns appears in the wizard window.
If you selected a segment for playback, the Segment ID, Start Time, Name and
Dialed Number columns appear in the wizard window.

TIP:
At any point in the wizard, you can click to save the request without
submitting it. When you do this:
The wizard jumps immediately to the last step of the wizard with a confirmation
message that your playback request was saved in the Drafts folder.
Click Finish. The request is saved in PBO Requests - My Draft Requests folder.
You can View/Edit this request to update it and submit it for approval. See PBO
Requests Workflow Guide for further details.
5. Click Next. The next step of the Request Wizard appears.
Field appears only

for users with this
permission
Complete the following information:

a. In the Request Name field, enter a meaningful name for the request, so that you can
easily track the request.
b. In the Reason for Playback drop-down list, select one reason. (These options were
previously defined via the Lists Editor application.)
c. In the Further Details text box, describe the reasons for the request.
d. If you also require a hard copy of the interaction, mark the

checkbox.
This checkbox appears in the Wizard only if you have permission to request a hard copy.
Not all users will see this checkbox in the Wizard.
6. Click Next.

The next step of the Request Wizard appears.
7. In the Firm Personnel area, the names of the agents involved in the dispute automatically
appear. These names represent the agents who handled the interactions that are attached to this
request.
You can manually enter additional user details of agents from your organization involved in
the dispute. In each row, define user information (First Name, Surname, Department and
Location).
a. To add a blank row, click , and enter user details in the fields. Add as many rows as
needed to correspond to the number of users involved in the dispute.
b. To select additional users from the users in your organization, click .

The Select Users/Groups window is displayed.
Note: In this window, you can only view those users for whom you have querying
privileges. Therefore, if you cannot select/view an individual from this window, click
instead to add a blank row and then manually enter his/her name.

To add users, select a group from the Resource Tree. The subgroups/users appear in
the Available Items list box.
You can enter a letter in the field to jump to user names beginning
with that letter in the Available Items list box.
Move the required groups/users to the Selected Items list box, and click OK.
c. To delete a row, click .

8. In the 3rd Party Personnel rows, enter the relevant information about each individual
involved in the dispute from the 3rd party, as follows:
a. Enter the First Name, Last Name Department and Location of the individual.
b. If more than one individual is involved in the dispute, click to add a blank row. Then,
enter the relevant information about the individual.
Add as many rows as needed to correspond to the number of users involved in the dispute.
In each row, define user information.
c. To delete a row, click .

9. In the Product At Issue field, enter the name of the disputed product.
10. In the Value in Dispute area, select a Currency from the drop-down list and enter an
Amount.
11. Click Submit.
Step 4 of the Request Wizard appears. The message in this window is dynamic and changes
according to the workflow designed for you.
12. Click Finish.
What is the Next Step in the Workflow?

If the desk manager is required to approve your requests, then the desk manager receives an email
notification.
NOTE: If desk manager approval is required in the workflow, your request is routed to
the manager of your specific group. If your group does not have a manager, the request
is routed to the manager of the group above your group in the organization hierarchy.
The desk manager approves/rejects the request.

If the request is approved, an email notification is sent to your desktop and you can play back
the interaction. See Playing Approved Interactions on page 43.
If the request is rejected, you will receive an email notifying you of the rejection.
See PBO Requests Workflow Guide for details of the tasks you can perform, depending on your
privileges within the request workflow.

Adding Comments to Interactions
Adding Comments to Interactions

You can add a comment about an interaction.
TIP: In order to keep track of the interactions that have comments, you can add a user
flag to the interaction. Later, you can sort the results list or run a query to find
interactions with the user flag.
To add comments to an interaction:

2. In the Results pane, select an interaction. Details about the interaction appear at the bottom of
the window.
3. Click the Comments tab.
4. In the first available row, enter your text in the Comment cell. Then click . Your name and
the date appear in the corresponding cells.
To delete a comment, select the row and click .

Flagging Interactions for Your Own Use (User Flags)
Flagging Interactions for Your Own Use (User Flags)

You can attach a flag to an interaction for your personal attention. When you flag an interaction,
the flag will appear next to the interaction whenever the interaction appears in the Results pane.
You can run a query to find specific interactions that you flagged. However, since, a flag is for
personal use only, the flag will not appear next to the interaction when another user runs a query.
EXAMPLE:
You add a blue flag to each interaction that has a comment attached to it.
To flag an interaction (or remove a flag):

2. In the Results pane, right-click an interaction.
3. Select Set User Flag and select one of the flags (or select Remove Flag).
TIP: You can sort your results list by the Flag column to see all interactions with a
specific flag.

Working with Transcriptions

Transcription is an option that is site specific and may not exist in your site.
What is a transcription?
Transcription contains the speech (in a voice interaction) that is transferred to written text
(speech-to text).
Transcriptions can be created in one of two ways:
In Interactions, select an interaction and create a transcription on-the-fly.
-or-
Select the transcription option when creating a category via Investigations.
After the voice interactions are transferred to text, you can view the text in the Details pane or in
the Transcription Viewer. Then, you can adjust the word certainty level in the transcription, send
the transcription by email, and also edit, print and save the transcription file.
Creating Transcriptions
In Interactions, run a query, then transcribe the selected voice interaction.
TIP: Interactions that are displayed as part of a Category, may already be transcribed.
To create a transcription:
1. In Interactions, define/select a query or select a Saved Items folder.
2. Select one or several voice interactions.
NOTE: To select more than one interaction, press the Shift key.
3. Click Create Transcription or right-click and select Create Transcription.

The Create Transcription window appears.

4. In the Please choose a language area, select the interaction language.

5. Click Transcribe.
The window displays the transcription progress of the selected interactions.
6. You can select Close this dialog box when analyze completes to automatically close the
window when the transcription is complete, or click Close.
Viewing Transcriptions
You can view transcribed interactions in the Interactions Results pane (see page 37), in the
Transcription Viewer (see page 38), and via the Player (from the menu, View > Transcription).
Transcribed interactions appear with colored text, which indicates the word certainty value
assigned to each word by the speech recognition engine. You can adjust the word certainty
value to pinpoint specific words or phrases.
You can edit the transcribed interaction, then save your changes. If necessary, you can revert
back to the original transcription at any point. (see page 39)
If your site is configured as Unsummed, the transcribed interaction is separated per speaker so
that each side of the conversation is visually distinct from the other.
Any sequence of numbers do not appear in the transcription window (For Example: area
codes, phone numbers, social security numbers, credit card numbers and so on). Instead, they
are masked over with the pound sign (#).
TIP: When you open the Transcription Viewer from the Player, double-clicking a
transcribed word will jump the Player to the selected word.
To view a transcribed interaction in the Results pane:

1. In Interactions, select a transcribed interaction.
The Details pane opens after several seconds.
2. Click tab.
The transcribed interaction appears in text format in the Results pane.

To view transcribed interactions in the Transcription Viewer:

1. In the Interactions module, Results pane, right-click an interaction and select View
Transcription.
Note: To select more than one interaction, press the Shift key.
The Transcription Viewer appears.
2. If you selected more than one transcribed interaction, you can browse the open interactions by
clicking the arrows in the Transcription Viewer window.
In the example below, the user is currently viewing the third interaction from the total of
seven that were opened.
Total number of
opened interactions
Click arrows to browse

opened interactions

To edit transcribed interactions in the Transcription Editor:
1. To edit a transcription, in the Transcription Viewer window, select .

The Transcription Editor window opens. Icons that were active in the Transcription Viewer
window are now inactive.
In this window you are only able to edit the transcription, save your changes, or revert to
the original transcription.
Active icons
2. Make necessary changes, then click Save edited Transcriptions .

A confirmation window appears. Click Yes.
The Transcription Viewer window reappears.
3. After you have edited the transcription, if needed, you can revert back to the original
transcription. To do this, click Overwrite with original Transcription .
A confirmation window appears. Click Yes.
The Transcription Viewer window reappears.
Transcription Tools
NOTE: To view and work with Transcriptions, you must have the proper privileges!

After you transcribe and select voice interactions, the following tools are available from the
Interactions Details pane and from the Transcription Viewer:
Transcription Viewer
Print Settings
Save Find
Send
Click To...
View the Transcription in the Transcription Viewer.
Print the Transcription results.
Save the results of the transcribed call as a .TXT or .RTF file. You can save the
file to your computer.
Send a transcribed call as an email attachment.

The transcribed call is saved as an .RTF file and attached to an email message.
Customize the results of the transcribed call.
To change the transcribed text to black, clear Use colored Text.

To adjust the word certainty value (to either widen the results or to pinpoint
specific words or phrases), select Disregard words with certainty below
and enter a percent.
Click to save your changes.
Search for detected words or phrases in the transcribed call.
Play the transcribed interaction. Each transcribed word is highlighted in the

Transcription Viewer.

Adding Business Data to Interactions

TIP: After you define business data for interactions, you can run queries to find interactions
with specific business data. See Defining Business Data as Filter Criteria on page 127.
Remember to display the Business Data column in the results pane. See Determining the
Displayed Columns on page 98.
What is business data?

Business Data is additional information that can be attached to a segment. Business Data fields are
first defined by your administrator when he or she sets up your site. Once the fields have been
defined, you can define values for the selected Business Data fields for the segment. You can then
query for this information.
EXAMPLE:
Your administrator sets up the following Business Data fields: Credit Card number and Customer
ID number.
For any segment you can define a value for Credit Card number and/or Customer ID number.
You define for 100 segments a specific Credit Card number value and a specific Customer ID
number value.
You can then run a query to find all the segments where the Credit Card number equals 12345.
You can run queries to find Business Data for segments.
To define Business Data for a segment:

1. Run a query and select a segment in the Results pane.
2. Click the Business Data icon .

The Business Data window opens and displays the Business Data that was defined for that
site.
Fields differ per site
3. Enter the values for each field.

You can reset the values in the Business Data window to the default values by clicking
Refresh .
4. Click Save .
5. Click to close the Business Data window.

TIP: To modify your information in the fields:

1. Select the segment in the Results pane.
2. Click to open the Business Data window.

3. Click in any field to modify the contents.
4. Click Save and then click to close the Business Data window.

Playing Approved Interactions

After receiving approval to play back the interactions you selected, you can select one or several of
the interactions and play them back from your desktop.
If the interactions are online, the Player appears automatically (if it is installed) and you can
play back the interactions using the playback features and view graphic details about the
interactions as well. If you selected a segment, then only the segment is played back; if you
selected a complete interaction, then the complete interaction is played back.
Note: You can only play back 20 interactions at a time in one request.
If the interactions are not online, then the interactions must be retrieved before they can be
played back. A Retrieval wizard appears, prompting you to retrieve the interactions. After the
interactions are retrieved, you can play them back via the Player.
NOTE: You must request approval to play back interactions. For further details, see
Requesting Playback of Interactions on page 26.
NOTE: Your ability to use the application is dependent on your site configuration and your
own access privileges. Some icons/tabs/fields may not be available.
To play back interactions:
1. Double-click an interaction or select an interaction and click or right-click and select Play.
If one or several interactions are not online, the Retrieval Wizard appears. Contact your
system administrator.
If the Player is not installed/updated on your desktop, an installation wizard appears,
prompting you to install it now. Follow the instructions displayed in the wizard. After the
Player is installed, you must close all instances of the browser and log in to NICE
Interaction Management again.
2. If the interactions are online, and the Player is installed, the Player appears (in Expand mode)
and the interactions are played back.
The Players Expand mode displays a complete picture of the interaction activity.You can
switch the Player to Compact mode: This mode displays the running time of the interaction
and provides access to the playback features via the Player buttons.

Player Operations
The Player enables you to play back interactions and view details about the interactions, such as
the Events that took place in the interaction, moments of agent/customer activity, the sound waves
and the periods of high emotion.
When you play back an interaction that was previously analyzed for content (via a query or
category (from the Insight Manager), via a manual analysis or via an Instant Word Search) the
events identified in the interaction are viewed as bubbles in the Player.
When you playback conference calls, or when Privacy Control on Media is in effect, the Player
sometimes displays the soundwaves of all participants on the summary activity line, without
displaying the separate sound waves for the agent and customer.
All Player operations and functionality are described in the Player Guide.
Below is a summary of Player operations:
Display or hide the Player
Display the Player in Expand or Compact mode
Enable/disable the Continuous Playback feature
Play an interaction in a loop
Add/remove annotations
Display/hide interaction events in activity lines, as a list (timeline or event groups)
View a playlist of interactions
View a transcription of the interaction
Select an output type
Select Player preferences
Save an interaction to your file system
Send an interaction as an email attachment

Extending Retention for Segments

Interactions can be saved in the Storage Center, with an expiry date that is defined at your site.
The Extend Retention feature enables setting a new retention date for selected archived
interactions (segments), which are in line for deletion in the Storage Center. You can do this
providing you have access privileges, and that your site has the Extend Retention feature.
EXAMPLE:
You want to extend the expiry date for certain interactions which were involved in a customer
dispute. The interactions current expiry date in the system is 30 January 2009, and you want to
extend the interactions expiry date to 30 January 2010.
IMPORTANT
To run the Extend Retention feature, NICE Interaction Management must have the compatible
license.
NOTE: Your ability to use the Extend Retention feature is dependent on your site
configuration and your own access privileges. Some icons/tabs/fields may not be available.
TIP: When you extend retention of segments, remember to display any or all of the
following columns, which will display additional information in the results pane:
Voice Expiration Date
Screen Expiration Date
Last Extension by User
Last Extended Date
Last Extended Reason
To do this:
1. Click Preferences to display the Preferences window.
2. Move the selected columns to the Selected Columns list box.
3. Click .
See Determining the Displayed Columns on page 98.

Extend Retention Prerequisites

Retention parameters must be defined in:
The Storage Center machine: The ERIntervalTime registry key must be set. See the
Storage Center Installation and Configuration Guide for details.
The System Administrator: Organization > Storage > Storage Center Servers. The
Storage Groups retention period must be set. See the Storage Center Installation and
Configuration Guide for details.
Rules Manager: Storage Rule > Storage Action > Action Parameters;
Force Deletion must be defined. See the Storage Center Installation and Configuration
Guide and the Rules Manager Guide for further details.
IMPORTANT
Extend Retention extends the Forced Deletion parameter that is defined in the Rules
Manager.
Extend Retention parameters must be defined in the Users Administrator:

Applications > Business Analyzer > Interaction, select Extend Retention
Interaction Data, select Set Number and Voice Expiration Date.

See the Users Administrator Guide for further details.
A predefined list of Extend Retention reasons defined in the Lists Editor:
Lists > Retention Service > Extending Reason > Items tab. See the Lists Editor Guide
for further details.
For Extend Retention to succeed, the call must be:
A segment (voice/screen/email/chat/text message)
Recorded (fully or partially)
Archived in the Storage Center
Defined with an expiration date
Extend Retention Workflow

1. In the Interactions module, add the following columns:
Voice Expiration Date
Screen Expiration Date
(Preferences button, Table View > Segment, see Determining the Displayed
Columns on page 98).
2. Define and run the query.

3. Verify that at least one of the columns you added (Voice Expiration Date and/or Screen
Expiration Date) displays a date and that the cell is not empty.
See Extend Retention Guidelines on page 47 for a clarification of the query results.
4. Run the Extend Retention Wizard (see Extending Retention of Segments on page 50).
Note: You can extend the retention date of up to 150 selected segments.
5. View the status of the total list of extended retention requests (see Viewing the Status of
Extend Retention Requests on page 57).
Extend Retention Guidelines

After you define and run the query, use the following table as a guideline to clarify the query
results before you define Extend Retention in the wizard.
Voice Screen
You want to
Expiration Expiration Suggested Action
query for...
Date Exists Date Exists
8 9 None.
Cannot Extend Retention of this call.
Explanation: Either the Voice expiry
date has passed, or it was not archived
Voice only
with an expiry date. This means that the
call may have been deleted.
When you run the wizard you will receive
an Error .
9 9 Run Extend Retention wizard.

Voice only When you run the wizard, you will
receive an OK .
Voice only 9 8 Run Extend Retention wizard, and select
Voice.
When you run the wizard, you will
receive an OK .

Voice Screen
You want to
query for...
8 9 Run Extend Retention wizard, and select

Screen.
Screen only
receive an OK .
Screen only 9 9 Run Extend Retention wizard.
receive an OK .
Screen only 9 8 None.
Cannot Extend Retention of this call.
Explanation: Either the Screen expiry
date has passed, or it was not archived
with an expiry date. This means that the
call may have been deleted.
an Error .
8 8 None. Cannot Extend Retention of this

call.
Explanation: The Voice and Screen
expiry dates have passed, or they were
Voice and not archived with an expiry date, which
Screen means that the calls may have been
deleted.
an Error .
Voice and 8 9 Run Extend Retention wizard, and select
Screen Voice and Screen.
Note: Either the Voice expiry date has
passed, or it was not archived with an
expiry date. This means that the Voice
media in the call may have been
deleted.
When you run the wizard, although you
will receive the message, Warning:
Partially archived , you will
successfully extend the Screen expiry
date.

Voice Screen
You want to
query for...
Voice and 9 8 Run Extend Retention wizard, and select

Screen Voice and Screen.
Note: Either the Screen expiry date has
passed, or it was not archived with an
expiry date. This means that the Screen
media in the call may have been
deleted.
When you run the wizard, although you
will receive the message, Warning:
Partially archived , you will
successfully extend the Voice expiry
date.

Extending Retention of Segments
To extend retention of segments:
1. In the Interactions module, select one or several segments, and click .

Note: You can extend the retention date of up to 150 selected segments.
The Retention Extension Wizard appears.
2. Click Next.
The Retention Extension Wizard Step 1 appears.

a. Click the New expiration date field, to access the calendar.
Using the arrows in the calendar, browse to the new month and year, then select a date
in the future.
b. In the Media type area, select for which media type you want to extend the retention;
Voice and/or Screen and/or Email and/or Chat and/or SMS.
c. From the Select reason drop-down list, select a reason for the extension request.
These options were previously defined via the Lists Editor application.
3. Click Next.

The Retention Extension Wizard, Retention Call Status window appears.
List of
selected
segments
Recording
details per
segment

This window is divided into top and bottom sections, and displays the following:
In the top section is a list of the selected segments, displaying the following columns per
segment:
Status Description
Type This shows the media type of the segment - voice or

screen.
Status Any one of the following status icons and messages

can appear:
- OK.
- Error: No retention
- Error: Cannot exceed DB retention
- Error: Cannot shorten retention period
- Warning: Partially archived
Description Displays a written description of the status.
Segment Start Time The start time of the segment.
Full Name Agent full name.
Current Voice Expiration Current expiry date of the voice media in the segment.
Current Screen Expiration Current expiry date of the screen media in the
segment.
New Expiration New expiry date of the segment.
In the bottom section are details of each segment you selected in the top section. These
details are the exact same details that appear in the segments Recordings tab in the
Results Pane.
To review and clarify the query results, see Extend Retention Guidelines.
4. Verify the Status of each segment, and proceed according to the following guidelines:
The newly defined expiry date is valid.
OK. Action: Click Next to continue with the wizard.
There is no expiry date defined in the Storage Center for the

segments you selected, or the call was not archived.
Error: No retention
Action: You cannot proceed with the wizard.

The expiry date you selected exceeds the maximum database

retention period.
Error: Cannot
Note: The maximum database retention period is 7 years from
exceed DB retention
when the call was inserted into the database. A total period of 7
years (including the retention extension period) cannot be
exceeded.
Action: Click Back to shorten the extended retention date,
then proceed with the wizard.
The newly defined expiry date is shorter than the original expiry
date.
Error: Cannot
shorten retention Action: Click Back to redefine the extended retention date,
period then proceed with the wizard.
When you selected the type, Voice and Screen, one of the types
you selected has one of the following errors:
Warning: Partially
No retention
archived
Cannot exceed DB retention
Cannot shorten retention period
To review the error, you need to view the segments recording
details.
To do this:
In the Results Pane, select the segment.
In the segments Details pane, click the Recordings tab, and
scroll to the Expiration Date column.
Verify that the media has a valid expiry date and that the
extended expiry date does not exceed the maximum database
retention period (7 years).
Action: Click Next to proceed with the wizard.

To view the segments current expiry date, use the scroll bar of the top section to scroll to
the Current Voice Expiration or to the Current Screen Expiration column.
Current
expiry
date of
segment
NOTE: Calls with the Status Error cannot have the expiry date of their media extended.
See also Extend Retention Guidelines.

5. Click Next.
The Retention Extension Wizard, Confirmation window appears.
6. Click Finish.

The Extend Retention Requests Status window appears.
The top section of the window displays the process status of the extended retention request
you defined in the wizard.
The bottom section of the window displays the segments that are included in the request.
When the extend request is complete, the Status column in the Requests Status window
changes to Success or Failure.
Extend
retention
request that
was created
in the wizard
Segments
that are
included in
the request
7. Click Close, to close this window.

Viewing the Status of Extend Retention Requests

You can view the status of the total extended retention requests of segments.
To view the extend retention requests:
1. In the Interactions module, click View Extend Retention Requests .

The Extend Retention Requests Status window appears.
List of extend
retention
requests made
by the user
Segments that
are included
in each
request
This window displays a list of the total extended retention requests made by the user.
2. Click Refresh to refresh the contents of the window.
3. Click Close, to close the Extend Retention Requests Status window.

Call Part Analysis - Training a Model

A typical organization has several standard call scenarios. Each scenario consists of a structure, for
example beginning, middle, and end. For each call scenario, NICE Interaction Management can
create a representation of that call scenario, which is called a model. A model is thus the
representation of a typical call scenario/structure that your organization uses on a regular basis.
EXAMPLE:
You can create a model for all Troubleshooting Calls. Typical calls of this type consists of four
call parts:
- Start
- Problem Description
- Problem Resolution
- End
NOTE: The model of the call breakdown includes two default call parts: Start
(beginning of the call) and End (end of the call).
How is a model created?
Create a model based on a sample of calls in your system, known as a training set. After you set up
model properties and define call parts for this model in System Administrator, create a training set
of sample calls in Interactions. Your system uses the training set to train the model. The model you
created learns to identify the parts of calls as defined in the training set. When the model is
activated, it is used to identify parts of new calls when transcription is requested.
The entire process requires the following four stages:
1. Setting Up a New Model.
2. Defining Call Part Names.
3. Adding calls to the training set of the model and training the model, see To add calls to the
training set and to train the model: on page 58.
4. Activating the Model.
To view details of the entire workflow and procedure, see Call Part Analysis manual.
To add calls to the training set and to train the model:

1. In the Navigation bar, click Interactions. The Interactions appears.
2. In the Folders pane, select a segment query.

The Results pane is refreshed to display the items that match the query criteria. For detailed
instructions how to run a query, see the Interactions Guide.
Folders Pane Results Pane
3. In the Results pane, select a segment interaction that you want to use in order to train the
model.
Note: You can only train a call that has been transcribed.
Tip: To query for transcribed calls, open the Advanced Query window > Audio Analysis
tab > Speech To Text area, and select Transcription exists.
4. Right-click the interaction and select Train Call Part Analysis.
The Call Part Analysis window appears.
Play button
Select model
Time Elapse
Call Part
Tagging Area
5. From the Select model to train by drop-down menu, select from which model you want to
train using the calls in this training set. The list of models is derived from the models you set
up in System Administrator.
6. Break down and identify sections of the call by tagging them, as you listen to the call and as
you read its transcription. To do this:
a. Click the Play button.

The calls Transcription window and the Player appear.
The call begins to play. The movement of the call is shown simultaneously in all three
windows - the Call Part Analysis Trainer, the Transcription, and the Player.
As it is played on the Player, the text in the transcription window is highlighted. The slider
in the Call Part Analysis window begins to move in accordance with the time elapsing.
List of call parts as defined in

Content Analysis Branch
b. In the Call Part Analysis Trainer window, right-click the location (in the Time Elapse area)
where a call part begins.
A list of call parts you defined in the System Administrator, Content Analysis >
Configuration area appears.

c. Select the call part that you want to tag. The start point of the call part is tagged.
Introduction section
of the interaction
d. Right-click the location where you want the call part to end. Only the call part that is
tagged is available in the list now. The complete call part, where it begins and where it
ends, is tagged.
e. Repeat tagging all sections in the interaction.
7. Click Feedback to check the model training progress. You must have at least 50 calls to train
a model. If there is not enough data, a list of recommended actions appear.
8. Follow the instructions and click Close.

9. In the Call Part Analysis Trainer window, click Save.
10. Continue with procedures detailed in the Call Part Analysis manual.

Locking Interactions for Litigation Purposes

In order to address common litigation process needs, you can now put on hold the automated
retention and deletion process of interactions until further notice by selecting Litigation Hold.
When the litigation process has terminated, you can release the litigation hold on the interaction,
and it will return to its original retention settings.
NOTE:
Your ability to use the Litigation Hold feature is dependent on your site configuration
and your own access privileges. Some icons/tabs/fields may not be available.
To use the Litigation Hold feature, your Site Administrator must define Litigation Hold
settings (System Administrator > Master Site > Applications > Configurations >
General > Litigation Hold Settings).
To lock interactions for litigation purposes, see Locking Interactions on page 62.
To manage interactions that are locked for litigation purposes, see Managing Interactions in
Litigation Hold on page 64.
To search for interactions that were locked for litigation purposes, see Defining Interaction
Profile Data as Filter Criteria on page 110.
Locking Interactions
You can select one or more interactions and lock them for litigation purposes.
To lock interactions for litigation purposes:
1. Select one or several interactions and click the icon, Litigation Hold .
The Locking Interactions, Introduction window opens.
2. Click Next.

The Set Date and Reason window opens.
3. From the Notification Date drop-down list, select a date in the future when you need to
receive a reminder notification of the selected interactions.
4. From the Reason for locking Interaction drop-down list, select a reason for the request.
The reasons are predefined by your system administrator.
5. Click Next.
The Confirmation window opens.
6. Click Finish.
The Lock Results window appears.
The logged in user will receive notification at the selected date of the selected interactions.

Managing Interactions in Litigation Hold

You can view the list of locked interactions, extend the locked time of the interactions, or you can
unlock the interactions from Litigation Hold, once the litigation process has terminated.
To manage locked interactions:

1. To view a list of all the interactions that were locked for litigation purposes, click the icon
Manage Litigation Holds .
The Manage Litigation Holds window appears.
Review the list of interactions that appear:

From the Site drop-down list, select the site.
From the Locked Interactions page, review the listed interactions lock date, and the
date of the first notification.
If the list is over one page, from the Page drop-down list, select the next page.
2. To extend the lock on the interactions, do as follows:
a. Select the relevant interactions, and in the Update Notification Date field, select a date
in the future.
b. Click Apply.
3. To view a list of locked interactions that were escalated to the logged in user, click the tab
.
4. To unlock interactions, select the relevant interactions, then click Unlock.
The interactions return to their original retention settings

2
Querying for Interactions
NICE Interaction Management Compliance Suite provides the Query tool as an easy and effective
means of searching the Interactions window to find interactions that match specified filter criteria.
The Query tool brings up-to-date data straight to our fingertips. You can create a query and run it
over and over to find the most current data.
For each application in the suite, the technique for creating and running queries is identical.
However, the query criteria that you define and the output, meaning the items that the query finds,
is unique to each application.
NOTE:
Your ability to use the application is dependent on your site configuration and your own
access privileges. Some icons/tabs/fields may not be available.
Contents
FAQs ................................................................................................................................ 66
Querying for Interactions: Complete vs Segments ..................................................... 70
Creating and Running Queries...................................................................................... 71
Modifying Queries .......................................................................................................... 81
Customizing a Folder Structure .................................................................................... 83
Viewing the Query Results ............................................................................................ 85
Defining Global Query Preferences .............................................................................. 93

Chapter 2: Querying for Interactions
FAQs
FAQs
Here are some Frequently Asked Questions about queries.
What Kind of Queries Can I Create?

NICE Interaction Management enables you to create and run two kinds of queries:
A quick query: If you want to run a query using the most commonly used query criteria, use
this option to quickly define and run your query. You can then save the query if needed. The
query criteria is defined in the Quick Query pane. See Running a Quick Query on page 72.
An advanced query: If you want to define a query using many different query criteria and you
plan on saving the query, use this option. The query criteria is defined in the Advanced Query
window. See Running an Advanced Query on page 75.
You can also:
Run an existing query. When you run the query, NICE Interaction Management finds the items
that currently match the defined query criteria. See Creating and Running Queries
on page 71.
Create a new query based on an existing query. See Creating a New Query Based on an
Existing Query on page 80.
Modify a query. You can change the query criteria in an existing query, rename a query and
delete a query. See Modifying Queries on page 81.
What Results will the Query Find?

Each time you run a query, the items that match all the query criteria will appear in the Results
pane. You can view these results in a list (Table view). Results can also be viewed in a Graph view.
Can I Run the Same Query Every Day or Weekly?

Sure! That is a logical and easy workflow. For example, in Interactions, you can define a query to
find incoming interactions for traders in the Trainees group within the last 7 days. Then, you can
run the query once a week to follow up on these interactions.

FAQs
Should I Create a Quick Query or an Advanced Query?

Follow these guidelines:
If you want to create a query using your typical (most-used) query criteria, create the query on
the Quick Query pane. You can then run the query and save it if needed.
If you want to create a query based on an existing query, you may prefer to create the query on
the Quick Query pane and modify the criteria as needed.
If you want to create a query and define many query criteria for it, use the Advanced Query
window. You are prompted to save the query from this window.
Should I Run an Existing Query or Should I Modify a Query?

You can define a query that you can run over and over again without changing any query criteria.
You can then run this query to display the current items that match the query criteria. If you want
to keep a list of the current items that match the query criteria, you can save the list in a
CSV/HTML/Excel file.
You can define one general query that includes a large amount of query criteria. Then, you can
modify it as needed. For example, you can modify the query to view items relating to a different
group of traders each time you run the query.
Should I Save my Query?

Each query has its own unique query criteria defined for it. When you run the query, NICE
Interaction Management finds the items that currently match the defined query criteria. After you
define a query, you can run it as often as you like to view an updated list of interactions that match
the query criteria.
EXAMPLE:
You define a query named Gold Club with the following query criteria:
- A timeframe of 5 days
- Handled by the Gold Club group
- Using the left or right handset
Each time you run the query, the Playback Organizer finds the interactions that currently match
the defined query criteria. The results appear in the Results pane.
You can save your query to a public folder (enabling all users to run the query) or to a private
folder (restricting access to this query to the query owner alone). You can create a customized
public/private folder structure. See Customizing a Folder Structure on page 83.

FAQs
Can I Save Items of Special Interest?

After you run a query, you can save specific items to a Saved Items folder for future reference. You
can save items from multiple queries in the same folder. Each time you run a query, you can add
items to the folder.
You must create a folder to hold the items that you want to save. You can create this folder as a
public folder (below the Public folder branch), thereby enabling all users to run the query; or as a
private folder (below the Private folder branch) thereby restricting access to this folder to the
folder owner alone). See Creating Folders on page 83.
All the items in each folder must be of one type only:
Segments and complete interactions must be saved in different folders.
Clips that are shared and clips that are not shared must be saved in different folders.
Packages that are shared and packages that are not shared must be saved in different folders.
Evaluations and calibrations can be saved in the same folder.
NOTE: The type of item that is first added into the folder determines the subsequent type
that can be added into the folder. You can change the item type in a folder by adding the
new type and deleting the old type.
FOR EXAMPLE:
If you first add a complete interaction into a Saved Items folder, you can only add additional
complete interactions.
If you want to change the type of the folder, drag a segment into the folder.
A confirmation window appears asking if you want to delete all existing data and add the
new data. Click OK.
The folder now only contains the segments you added.
EXAMPLE:
You want to save all the interactions with a duration greater than five minutes in a Saved Items
folder named Lengthy Interactions. You can run several queries (day after day) and drag
interactions to the folder for safe-keeping.
How Does a Query Behave Across Multiple Time Zones?

If your organization crosses several time zones, all the time values displayed in the Results pane
reflect the local time - at your workstation. Keep this in mind when you first define a timeframe for
a query and later when you view the query results.
How should I define a timeframe?
When you define a timeframe for the query, define the From and To values according to your local
time.

FAQs
EXAMPLE:
You are a supervisor sitting in New York and you have traders in New York and California. You
define a query to find interactions that took place between 9:00 AM- 11:30 AM. The Playback
Organizer will find all interactions that took place between 9:00 AM-11:30 AM in New York and
between 6:00 Am - 8:30 AM in California.
(The Playback Organizer will not find those interactions that took place between 9:00 AM-
11:30 AM in California!)
Which time values will I see in the query results?
When you run a query, all time values in the query results are translated into the local time -
meaning the time zone at your local workstation.
EXAMPLE:
You are a supervisor sitting in New York and you have traders in New York and California. You
ran a query to find all interactions that took place in the last 24 hours that were handled by
traders in the New Trainees group.
You browse through the results and you find that one interaction began at 9:30 PM. What does
this mean? If the trader that handled the interaction was sitting in California, the interaction
began at 6:30 PM Californian time; if the trader that handled the interaction was sitting in New
York, the interaction began at 9:30 PM.

Querying for Interactions: Complete vs Segments
Querying for Interactions: Complete vs Segments

When you create a query to find interactions, you must determine whether to query for complete
interactions or for segments.
Here are some important guidelines:
As you define your query, the available query criteria change, depending on whether you are
querying for complete interactions or segments.
Business Data, meaning customized data columns relating to information from your switch,
can only be queried and viewed for segments. When you run a query to find complete
interactions, the Business Data columns in the query results will remain empty.
When you save the query, the query icon (displayed in the Folders tree) represents the type of
query that you defined.
Complete Interactions query:
Segments query:
When you run a Complete Interactions query, the Results pane displays complete interactions;
when you run a Segments query, the Results pane displays segments.
merged.
After you run the query, you can select a complete interaction and view all the segments that
are in the complete interaction; or, you can select a segment and view the complete interaction
to which the segment belongs. This information appears in the Details pane.
When you choose a complete interaction and click Play, the complete interaction is played
back in the Player; when you choose a segment and click Play, only the segment is played
back in the Player.
Note: You can select up to 100 interactions to save at one time as files in your file system.
Each interaction is saved as a separate file.
When you create a folder (under the Saved Items branch in the Folders tree), you must
determine whether the folder will hold complete interactions or segments. It cannot hold both.
The folder icon is identical whether the folder holds complete interactions or segments: .
Viewing Interaction Stages

The Preview area displays the stages of a complete interaction.
When you point to an interaction in the Results pane, the Preview area appears at the bottom of
the Results pane.

Creating and Running Queries
When you play back an interaction, the Preview area appears in the Player.
The Preview area always displays the stages of a complete interaction. Even if you select a
segment, the Preview area displays the stages of the complete interaction.

You can run existing queries or create new queries. When creating a new query, you can create a
quick query via the Quick Query pane or you can create an advanced query via the Advanced
Query window.
Running an Existing Query

In the Queries branch of the Folders pane, you can view the existing queries inside their folders.
Each query has the Query icon next to it .
Each query has its own unique query criteria defined for it. When you run the query, NICE
Interaction Management finds the items that currently match the defined query criteria.
TIP: When the icon appears next to the Advanced button in the Quick Query pane,
this indicates that additional query criteria were defined for the query. These query criteria
do not appear in the Quick Query pane.
You can determine which query topics appear in the Quick Query pane and which topics
remain only in the Advanced window. See Selecting Query Criteria for a Quick Query.
To run an existing query:

From the Folders pane, select a query. While the query runs, all query names, buttons and
names are disabled temporarily (except the Abort button).
The Results pane is refreshed to display the items that match the query criteria. See Viewing
the Query Results on page 85.
To view the query criteria for a query:

1. From the Folders pane, select a query. While the query runs, all query names, buttons and
2. Open the Quick Query pane. The Quick Query pane displays the defined query criteria for the
most commonly used query fields.
3. If the icon appears next to the Advanced button, additional query criteria were defined for
the query. To view all the query criteria in the Advanced Query window, click .
To view all the query criteria defined for the query, click the Summary tab.
4. You can modify the query criteria as needed. See Modifying Queries on page 81.

Running a Quick Query

The quick query option enables you to run a query by defining basic query criteria. These criteria
are displayed in the Quick Query pane. You can run the query without saving it or you can save the
query for future use.
TIP: If you need to define additional query criteria (more than appear in the Quick Query
pane), you have two working options:
Click (Filter Settings) and select additional query criteria that should be displayed
in the Quick Query pane. See Selecting Query Criteria for a Quick Query
on page 93.
Click and define query criteria from the Advanced Query window. See Running
an Advanced Query on page 75.
When you create a query, you must select a folder where the query will be stored. You can tailor
your folder structure and create new folders as needed. See Customizing a Folder Structure
on page 83. If you select a Private folder, then you are the only user who can run this query.
After the query runs, the items that match the query appear in the Results pane. You can customize
the Results pane in two ways:
Define global settings: In the Preferences window, define the query settings for all queries. See
Defining Global Query Preferences on page 93.
Define local settings for a specific query: You can override the global settings and define
settings for a specific query. This is defined in the Query Settings tab of the Advanced Query
window. See Running an Advanced Query on page 75.
What are the Basic Query Fields which Appear in The Quick Query Pane?
You determine which query fields you need most often when running queries. You can then
customize the Quick Query pane to determine which criteria should be displayed in this pane. See
Selecting Query Criteria for a Quick Query on page 93.
EXAMPLE:
You generally need to find interactions from a specific group of traders over a defined time
period. So, in the Quick Query pane, the following query fields appear:
- Traders/Groups
- Timeframe

Which Tools/Icons Appear in the Quick Query Pane?
Opens/closes the Quick Query pane.
Erases all fields in the pane so that you can create a new query
Opens the Preferences window, so that you can define query settings. See
Saves the query. If the query was not saved before, opens the Save Query
window so that you can name the query.
Runs the existing query. The results appear in the Results pane.
Opens a selection window so that you can select multiple filter criteria.
Opens the Advanced Query window so that you can define additional query
criteria.
Indicates that filter criteria was defined in the Advanced Query window for
topics that do not appear in the Quick Query pane.
To define and run a quick query:

1. Open the Quick Query pane. The Quick Query pane displays the basic query fields that you
usually use.
2. In the Folders pane, select a folder where the query will be stored. (If you select a Private
folder, then you are the only user who can run this query.) Later, when you save the query, the
query name will appear under the selected folder.
3. Click (New Query). All existing values are erased from the fields.
4. In the Build Query for field, choose whether the query should find Complete Interactions
or Segments .
5. To define traders as query criteria, use one of the following methods:
To select one group: Select a group from the Groups drop-down list.

To select one item only: First select one group. Then select one item from the second
drop-down list. This list displays only those items that are included in the selected group.
To select multiple items : Click . A selection window appears. Move the selected
items into the Selected Members list box and click OK. The selected names do not appear in
the Quick Query pane (since there is no room for multiple selection). Instead, the words From
list appear in the fields.
6. (Mandatory) Define a timeframe. Select from two methods:

Select the Show Last radio button. Then select a time interval (minutes, hours, days and
so on) and enter the appropriate time value (such as 3 hours, 12 days).
-or-
Select the From radio button to define a specific time period. In the From and To fields,
enter dates or click the arrow button and select dates from the displayed calendar. Enter or
browse to the exact hours and minutes.
7. Define additional query criteria, as needed.
8. Click .

9. While the query runs, all query names, buttons and names are disabled temporarily (except the
Abort button ). The items that match the query criteria appear in the Results pane. See
Viewing the Query Results on page 85.
You can abort a query while it is running by clicking .
10. To save the query, click the Save drop-down arrow and select Save. The Save Query window
appears.
Enter the name of the query and a description and click OK. The Query Name appears in the
folders pane beneath the selected folder. The query icon appears next to the query name.
The Query Description appears as a roll-over in the Folder pane when a user points to this
query.
11. You can run this query over and over to see up-to-date results based on the defined query
criteria.
Running an Advanced Query

The advanced query option enables you to define a wide spectrum of query criteria via the
Advanced Query window. The items that match all the query criteria are displayed in the Results
pane.
When you create the query, you must select a folder where the query will be stored. You can tailor
your folder structure and create new folders as needed. See Customizing a Folder Structure
on page 83. If you select a Private folder, then you are the only user who can run this query.
After the query runs, the items that match the query appear in the Results pane. You can customize
the Results pane in two ways:
Define global settings: In the Preferences window, define the query settings for all queries. See
Define local settings for a specific query: You can override the global settings and define
settings for a specific query. This is defined in the Query Settings tab of the Advanced Query
window. See Step 5 or Defining Settings for a Specific Query on page 78.

To create an advanced query:

1. In the Folders pane, select a folder where the query will be stored. (If you select a Private
folder, then you are the only user who can run this query.) Later, when you save the query, the
query name will appear under the selected folder.
Remember that you can tailor your folder structure and create new folders as needed.
2. In the Folders pane, right-click the folder name and point to New Query or click the New
drop-down arrow and point to New Query.
Select Segment or Complete from the drop-down list to define the type of interactions that
the query will find (segments or complete interactions).
3. The Advanced Query window appears. The query criteria is divided into different tabs
enabling you to define query criteria according to topic.
Tabs and query criteria differ per tab
4. Define your query criteria.

After you define the query criteria, you can click the Summary tab to view a list of all the

You can reset the values in the Advanced Query window to the default values by clicking
Reset .
5. To define customized query settings for this query only, click the Query Settings tab. (This
step is optional, since global query settings are defined for all queries.) See Defining Settings
for a Specific Query on page 78.
6. To save and run the query, click .
-or-
To save the query without running it, click .

7. If this is the first time that you are running the query, you are prompted to name and save the
query. The Save Query window appears.
Enter a query name and description (optional) and click OK. The Query Name appears in the
tree under the folder you selected in step 1 and the query icon appears next to the query
name. The Query Description appears as a roll-over in the Folder pane when a user points to
this query.
8. If you selected in step 6, the query runs. While the query runs, all query names,
buttons and names are disabled temporarily (except the Abort button ). You can abort a
query while it is running - before the results appear.
The items that match the query criteria appear in the Results pane. See Viewing the Query
Results on page 85.

Defining Settings for a Specific Query

The global query settings for all queries are defined via the Preferences window. See Defining
Global Query Preferences on page 93. However, in the Advanced Query window, you can define
query settings for the current query only.
To define settings for the current query:

1. In the Advanced Query window, click the Query Settings tab.
Tabs and query criteria differ per tab
2. (Site dependent!) To query open calls only, select Query on open calls.
3. To define specific settings for this query, select Use Specific Settings.
a. Move the required columns to the Selected Columns list box. These columns will be
displayed in the Results pane after the query runs.
b. From the Sort By drop-down list, select the column by which the items will be sorted.
Then, select the order in which the items appear (Ascending or Descending).
c. To display all items under group headings (based on the a column name), from the Group
By drop-down list, select the column by which items will be grouped. Then, select the
order in which the group headings and items inside each group appear (Ascending or
Descending).
If you are sorting and grouping the items, the results will first be grouped by the column
name selected in the Group By field. Within each group, the items will be sorted by the
column name selected in the Sort By field.
d. Enter the number of items that should be displayed in the field.

4. After you define the query criteria, you can click the Summary tab to view a list of all the
5. You can reset the values in the Advanced Query window to the default values by clicking
Reset .
6. Click to run and save the query.
-or-
Click to save the query without running it.

Creating a New Query Based on an Existing Query

You can define one detailed query and then you create several queries based on this detailed query.
Why is this helpful?
Lets assume that you define a query for interactions that occurred within the last month for the
Trainees group. Now, you want to run the exact same query for a different group. All that is needed
is to change the group name and save the query under a different name.
To create a new query based on an existing query:

2. Open the Quick Query pane to view the query criteria for the existing query. This pane
displays the most commonly used query criteria.
TIP: If the words From List appear in a field, this indicates that several items were
selected as criteria. Click to view all the items that were selected as query criteria.
3. If the icon appears next to the Advanced button, this indicates that additional query
criteria were defined for the query - that do not appear in the Quick Query pane. Click
to view all the query criteria in the Advanced Query window. (You can click the
Summary tab to view all the query criteria defined for the query).
4. Change query criteria as needed (in the Quick Query pane or in the Advanced Query window).
5. Click the Save drop-down arrow and select Save As. The Save Query window appears.
6. Save the query as follows:

a. In the top area of the window, expand the folder hierarchy and select a folder.
b. Enter the name of the query and a description (optional) for the query.
c. Click Save. The new query appears in the Folder pane, below the selected folder. The
query icon appears next to the query name.

Modifying Queries
Modifying Queries
You can modify the query criteria for a query and save these changes. In addition, you can modify
the query criteria and save them as a new query (using the Save As option). This enables you to
create a new query that is similar to an existing query - without starting from scratch. See
Creating a New Query Based on an Existing Query on page 80.
To modify a query
2. Right-click and select Edit or click . The Advanced Query window appears displaying all
the query criteria values that were defined for the query.
Tip: You can click the Summary tab to view a list of all the defined query criteria for the
query.
3. Change query criteria as needed.
4. To save the modified query:
To save and run the query, click .
To save the query without running it, click .
TIP: You can also modify a query in the Quick Query pane.
a. Modify query criteria.
b. Click .
Deleting a Query
To delete a query:
2. Right-click and select Delete or click .

3. A confirmation message appears. Click Yes. The query is deleted from the Folders pane.

Modifying Queries
Renaming a Query
To rename a query:
1. Right-click the query name and select Rename. The Rename Query window appears.
2. In the Query Name field, rename the query.

3. Click Save.

Customizing a Folder Structure

You can set up your own customized folder structure in the tree to store your queries and your
saved item folders. Each time you create a folder, you must select whether the folder is a public
folder or a private folder.
Items saved in a public folder can be accessed by all users. For example, if you create a query
named Short Interactions and you save this query in a Public folder, then all users can run this
query.
Items saved in a private folder can only be accessed by the owner of the folder. For example, if
you create a Saved Items folder named My Favorite Interactions, and you save it as a Private
folder, then only you can view the interactions in this folder.
Creating Folders
The Folders pane is divided into two branches - the Queries branch and the Saved Items branch.
In the Queries branch, you create and store queries.
In the Saved Items branch, you create and store folders to hold your saved items.
Each branch contains two high-level default folders - the Public folder and the Private folder:
Public folders: All users can access the items in the folder.
Private folder: Only the user who created the folder can access the items in the folder.
You can create customized folders directly under a Public folder or under a Private folder. You can
also create lower-level folders.
IMPORTANT
You must have the proper access privilege to create Public folders.

To create a folder:
1. In the Folders pane, select a parent folder. The new folder that you create will be placed
hierarchically under this folder.
2. Right-click the folder name and select New Folder or click the New drop-down arrow and
select New Folder. The Query Folder/Saved Items Folder window appears.
3. Enter the name of the new folder and a description (optional) and click OK.
To delete a folder:
1. Select the folder you want to delete.
2. Right -click and select Delete or click . A confirmation message appears.

3. Click OK. The folder is deleted.

Viewing the Query Results

After you run a query, the items that match the query criteria appear in the Results pane.
These items appear as a list or grid (Table view): See Browsing the Table View on page 85 and
Using the Graph View on page 89 (for interactions only).
After you run a query, you can:
Save items of special interest in a saved items folder. See Saving Items to a Saved Items
Folder on page 91.
Print the results. See Printing a Results List on page 92.
Export the results to an external file. See Saving a Results List to HTML/Excel/CSV
on page 91.
Browsing the Table View

What Information is Displayed in the Grid?
Each row in the table displays information about one item, depending on the columns currently
appearing in the Results pane. Therefore, it is important to select the columns that you want to
display. You can determine which columns should be displayed for all queries via the Preferences
window. See Determining the Displayed Columns on page 98.
merged.
How Can I Organize the Results List?
After you run a query, you may find a long list of item. There are several tools at your disposal
which help you browse through this list. These include:
Sorting the data: By clicking on a column, you can change the order of the displayed data in
ascending or descending order. See Sorting the Data on page 86.
Grouping the data: You can organize the items in the Results pane by groups. A group is a set
of items with something in common: You determine what that commonality is by selecting a
column name. See Grouping the Data on page 86.
Filtering the data: You can filter the Results list by selecting a specific value for one column.
The Results list is refreshed to show only those items with the matching value. See Filtering
the Data on page 87.

Sorting the Data

You can change the displayed view of the data by selecting a column and selecting whether to
display the items in ascending/descending order.
To sort the data:

1. Select a column heading. The items in the Results pane are reorganized and sorted by
ascending/descending order based on the values in the selected column. A triangle appears
showing how the items are currently sorted.
2. Click in the column heading again to change the sort order from ascending to descending or
vice versa.
NOTE: The default sort order is determined by your preference. See Determining the
Default View of the Results Pane on page 96.
Grouping the Data

You can organize the items in the Results pane by groups. A group is a set of items with something
in common, such as Trader Full Name or Site ID. You determine what that commonality is by
selecting a column name.
When you group items by a column name, the Results list displays group headings and the items
that belong under each group (similar to an outline). You can then collapse and expand the group
headings to display or hide the items they contain.
TIP: You can determine a default grouping of the items in each module. See Determining
the Default View of the Results Pane on page 96.
To group the data:

In the Group By field, select a column name from the drop-down list.
Drop-down list reflects the current columns
The Results pane is refreshed to display all items in groups under headings (based on the value
in this column name). The groups and the items inside the groups appear in ascending order.

To ungroup the data:

In the Group By field, select None from the drop-down list.
Filtering the Data

You can filter the items displayed in the Results list by defining a value in one column. The Results
list displays only those items that contain this value. This functionality enables you to filter query
results on-the-fly.
To filter the Results list:

1. Select the arrow to the right of a column heading. A drop-down list of values appears.
Current values
These values represent the current values for this column. Each time you run a query the
values in the drop-down list change to reflect the current information.
2. You can filter the Results list as follows:
Select one value: The Results list is filtered to display all the items whose value equals the
selected value. For example: In the Currency ID column, you select 802. The Results list
is filtered to display those items with a value of 802 in this column.
Select Blanks: The Results list is filtered to display all the items whose value is blank for
this column.
Select No Blanks: The Result list is filtered to display all the items that have any value for
this column.
Select Custom to create a filter expression, such as Greater than 02 or equals 805. See
step 3.
3. If you selected Custom, the Custom AutoFilter window opens.

To define a custom filter, do the following:

a. In the active field, click the drop-down list to display a list of expression comparisons and
select one (such as equals, greater than, or less than).
b. In the field to the right of the expression comparison field, enter a value to build your filter
(such as greater than 805, does not equal 802).
c. If you want the filter to include more than one expression, select and/or and build a
second expression in the bottom two fields.
If you select the And value, then both expressions must be true to match the filter (such as
greater than 801 and less than or equal to 810). If you select the Or value, then only
one of the expressions must be true to match the filter.
d. Click OK. The Results list is filtered according to the customized expression
To remove this filter, select All from the drop-down list.

Using the Graph View
The Graph view is available in the Interactions window only.

The Graph view displays a list of traders, their devices and the corresponding interactions. By
default, the range of dates on the graph corresponds to the first and last dates that interactions were
found based on the query criteria. You can zoom in or out to modify the date range. In addition,
you can play back interactions. See Graph View Options on page 89.
The turret devices are represented by the following icons:
Handset - The letter in the bottom, left corner represent the handset ID.
L (left), R (Right), 3 or 4
Speaker - The number in the top, left corner represents the speaker #.
In Graph View, you can select one or several interactions and play them back via the Player.
TIP: You can select multiple interactions using the standard keys or by dragging the
mouse around several interactions.
If the time definition on two interactions are overlapping and you select one interaction,
the overlapping interaction is automatically selected as well (since they represent the
same interaction).
Graph View Options

The Graph View toolbar offers the following options:
Preview
To preview an interactions details, select an interaction and click .
Play
To play back an interaction, select an interaction and click .
Retrieve
To retrieve an archived interactions, select an interaction and click .
Request PB To create a request to play back an interaction, select an interaction and
click .

Send by email
To send an interaction via email, select an interaction, and click .
Save Playback
To save an interaction locally, select an interaction, and click .
Zooming In/Out
You can adjust the time range of the displayed results as follows:
Zooming in: Each time you zoom in, the graph displays a smaller date range and the
interactions that took place within the date range are easier to identify.
Zooming out: Each time you zoom out, the graph displays a larger date range. This enables
you to view a larger time span, but the interactions within the time span are harder to identify.
Defining a custom range: You can specify a specific date and hour range.
To zoom in/zoom out:

1. To display the interactions in a graph, click Graph View.
2. Click Zoom In and select zoom in or zoom out as needed.
To display a custom range:

1. To display the interactions in a graph, click Graph View.
2. Click Zoom In > Custom. The Custom Zoom window appears.
3. Define a date range and click OK.

Saving Items to a Saved Items Folder

After you run a query, you can save specific items to a Saved Items folder for future reference.
Each time you run a query, you can add more items to the folder.
See Can I Save Items of Special Interest? on page 68.
To save items to a Saved Items folder:

1. If needed, create a folder under the Saved Items Public/ Private folder. See Customizing a
Folder Structure on page 83.
2. Run a query. The results appear in the Results pane.
3. Select the items that you want to save and drag and drop the items into the folder.
To view the saved interactions:

In the Saved Items branch of the Folders pane, select a folder.
The saved items appear in the Results pane.
Saving a Results List to HTML/Excel/CSV

After you run a query, you can save the list of results to HTML, Excel or as CSV format. The CSV
format (comma separated values) can then be opened in Excel or a text editor.
IMPORTANT
The Save Table Result feature requires that your client workstation runs on Microsoft Office XP
and the Regional Settings are set to Eng-US.
To save a list to HTML/Excel or CSV:

1. Run a query. The results appear in the Results pane.
2. Click (Save Table Results).

A standard Save As window appears.
3. Select a file type and location and click Save to save the results to the folder.

Printing a Results List

You can print the results displayed in the Results pane. When you print a list, all of the records in
the list are printed.
NOTE: Only the data that appears in the displayed columns are printed. You can change
the displayed columns and run the query again. See Determining the Displayed
Columns on page 98.
To print a displayed list:
1. In the Results pane, click .

2. Define a date range and click OK.

Defining Global Query Preferences

The query settings can be customized to enable you to define your own look and feel. These query
settings include:
Determining whether a default query runs when the application opens.
If you select a default query, then this query will run automatically every time the
application opens. The query name is selected in the Folders pane and the results appear in
the Results pane.
Alternatively, you can determine that no default query will run and the Results pane
appears empty when you first open the application.
Determining the number of items that appear in the Results pane.
Determining the columns that appear in the Results pane and the order in which they will
appear.
Determining whether detailed information will be displayed in the Results pane.
Determining whether items are sorted/grouped
Determining the query criteria which appears in the Quick Query pane.
The query settings can be defined in two ways:
Global settings (as defined in this section): In the Preferences window, define the query
settings for all the queries.
Local settings: You can override the global settings and define settings for a specific query.
This is defined in the Query Settings tab of the Advanced Query window. See Defining
Settings for a Specific Query on page 78.
Selecting Query Criteria for a Quick Query

You can determine which query topics appear in the Quick Query pane.
NOTE: All query topics appear in the Advanced Query window.

When determining which query topics appear in the Quick Query pane, select the topics
that you expect to use most often.
To select the Quick Query filter topics:
1. From the Quick Query pane, click Filter Settings .

-or-
In the Results pane, click .

The Preferences window appears.
2. Define General Defaults as described below
Default Query Determines a default Quick Query.

To open a blank query, select None.
-or-
To open a specific query, select Queries and choose a query.
Default View Determines whether the default display opens the Table or Graph
view. Select Table or Graph.
Display Determines the order and maximum number of interactions to
display.Select First or Last and enter a maximum number of
interactions.

3. Scroll to the Quick Query Settings area.
Filter groups differ per tab
The Available Filters list box displays a list of filter groups. The group names in the list box
correspond to the tabs in the Advanced Query window.
4. In the Available Filters list box, expand a group name to view filter topics.
5. To view the query fields in a topic, select the topic from the Available Filters list box, and
click .
6. Click Close.

7. From the Available Filters list box, select the appropriate topics (not a high-level filter group
name) and click to move the topics to the Selected Filter list box.
8. In the Selected Filters list box, you can expand a filter topic to view a list of criteria in that
topic. If you do not want all the criteria in the topic to appear in the Quick Query pane, you can
select/clear the checkboxes for specific criteria.
9. You can determine the order in which the query criteria appears in the Quick Query pane by
clicking the up/down arrow buttons.
You can reset the values in the window at any time by clicking .
10. Click . The Interactions display is refreshed as defined.
Determining the Default View of the Results Pane

You can determine how the Results pane appears when a user opens the application:
Whether a default query runs automatically or not.
If you select a default query, then this query will run automatically every time the
application opens. The query name is selected in the Folders pane and the results appear in
the Results pane.
Alternatively, you can determine that no default query will run and the Results pane
appears empty when you first opens the application.
Whether detailed results will be displayed.
The number of matching items that should be displayed after a query runs.

To define the default view of the Results pane:
1. In the Results pane, click . The Preferences window appears.
2. In the Default Query field, select whether a default query should run when the application
opens or not:
Select None. The Results pane will remain empty when the application opens.
-or-
Select the second radio button, expand the Queries tree and select a query. When a user
opens the application, the selected query will run automatically and the results will appear
in the Results pane.
3. Select the number of matching items that should be displayed in the Results pane after a query
runs, as follows:
a. In the Display field, select First or Last to determine which of the matching
items should be displayed.
b. Enter the number of matching items that should be displayed .

4. To display category details in the Results pane, in the Detailed Information area, select
Selection delay. Then define a delay time in seconds.
5. To reset the values in the window at any time, click .
6. Click . The current query will run again if the preferences have changed.

Determining the Displayed Columns

Each time you run a query, you are looking to find different information. It is important that the
Table view in the Results pane displays this information in a way that is easy for you to browse and
that the columns reflect the exact information that you are seeking.
EXAMPLE:
You define a query to find interactions with a duration over two minutes. When you browse
through the results, you also want to see the start time and end time for these interactions as well
as the traders last name.
In the Preferences window, you must select Segment Duration, Segment Start Time, Segment End
Time and Last Name as columns to display.
Why is information repeated in several rows?
Depending on the displayed columns, information may be repeated in several rows. Why does this
occur?
If one column has multiple values, the information is repeated for each column value.
Here are several examples:
An interaction has several participants. If the Participants column is displayed, the interaction is
repeated in a different row for each different participant. The values in the Participants column
change, all other values are repeated.
An interaction contains several words spotted for Audio Analysis. If the Word Name (or Word
Alias) column is displayed, the interaction is repeated in a different row for each instance of
word-spotting.
merged.
To determine the columns in the Results pane:
1. In the Results pane, click . The Preferences window appears.

2. Scroll to the Table View area.
3. In the Segment area, select columns to display as follows:

a. In the Available Columns list box, select the columns that will appear in the Results pane
and click Add. These columns are moved to the Selected Columns list box. Use the
up/down arrows to determine the order of the columns. (The names of the columns that
appear in this window may differ from site to site, depending on customer customization.)
b. In the Sort area, choose the order in which the items appear. First, from the Sort By
drop-down list, select the column by which the items will be sorted. Then, select the order
in which the items appear - Ascending or Descending.
c. To display all items in groups under headings (based on a column name), in the Group By
field, select a column.
4. In the Complete area, select columns to display as follows:
a. In the Available Columns list box, select the columns that will appear in the Results pane
and click Add. These columns are moved to the Selected Columns list box. Use the
up/down arrows to determine the order of the columns. (The names of the columns that
appear in this window may differ from site to site, depending on customer customization.)

b. In the Sort area, choose the order in which the items appear. First, from the Sort By
drop-down list, select the column by which the items will be sorted. Then, select the order
in which the items appear - Ascending or Descending.
c. To display all items in groups under headings (based on a column name), in the Group By
field, select a column.
5. Click . The current query will run again if the new preferences are relevant to the query.

A
Defining Query/Category Filter Criteria
When you create queries, you define filter criteria. The filter criteria is defined in the Quick Query
pane or the Advanced Query window. When you run the query, the search engine finds items that
match the filter criteria.
Filter criteria for defining queries are divided into topics, represented by tabs and subtabs. These
topics serve as building blocks when creating queries.
This appendix describes all the available query filter criteria.
IMPORTANT
Your ability to view all the query/category criteria is dependent on your site configuration and
your own access privileges. Some icons/tabs/fields may not be available.
Contents
Defining a Timeframe as Filter Criteria.......................................................................103

Defining a Duration as Filter Criteria ..........................................................................104
Defining an Interaction Type as Filter Criteria ...........................................................105

Defining Users/Groups as Filter Criteria ....................................................................106
Defining User Properties as Filter Criteria .................................................................108
Defining Job Properties as Filter Criteria...................................................................109
Defining Interaction Profile Data as Filter Criteria..................................................... 110
Defining Turret Devices as Filter Criteria ................................................................... 117
Defining CTI Events (Interaction Details) as Filter criteria........................................ 118
Defining CTI Events (Interaction Details) as Filter criteria........................................ 118
Defining User Flags as Filter Criteria..........................................................................123
Defining Category Parameters as Filter Criteria to Find Interactions .....................124

Appendix A: Defining Query/Category Filter Criteria
Defining Category Details as Filter Criteria to Find Categories ...............................126

Defining Business Data as Filter Criteria ...................................................................127
Defining Rules as Filter Criteria ..................................................................................129
Defining Comments/Annotations as Filter Criteria....................................................131
Defining Audio Analysis Parameters as Filter Criteria .............................................132
Defining Talk Analysis Parameters...........................................................................132
Defining Emotion Parameters as Filter Criteria........................................................141
Defining Desktop Analytics Parameters as Filter Criteria ........................................143
Defining Request Details as Filter Criteria .................................................................148
Building Free Expressions Filter Criteria ...................................................................149
Using Wildcards............................................................................................................151

Defining a Timeframe as Filter Criteria
Defining a Timeframe as Filter Criteria

For all queries, you must define a timeframe as criteria. When defining a timeframe, keep in
mind that the timeframe filter for the From time is "greater than", while the timeframe filter for the
To time is "less than". For example, a query with From time of 12:00:30 and To time of 1:00:30
will only find interactions that occurred between 12:00:31 and 1:00:29.
EXAMPLE:
Find interactions that took place within the last two weeks.
To define a timeframe as filter criteria:

1. In a Quick Query pane, scroll to the Date/Time area.
In the Advanced Query window, click General tab.
Depending on your
desktop Regional Setting,
the Time field displays
AM/PM or seconds.
2. Define a timeframe in one of two ways:

Select the Show Last radio button. Then select a time interval (minutes, hours, days and so
on) and enter the appropriate time value (such as 3 hours, 12 days).
-or-
Select the From radio button to define a specific time period. In the From and To fields, enter
dates or click the arrow button and select dates from the displayed calendar. Enter or browse to
the exact hours and minutes.

Defining a Duration as Filter Criteria
Defining a Duration as Filter Criteria

You can define a duration value (such as less than 10 minutes or more than 50 seconds) as criteria
when building a query or a category.
EXAMPLE:
Find segments that lasted longer than 5 minutes.
To define a duration value as filter criteria:

1. In the Quick Query pane, scroll to the Duration area.
2. Define the duration value by selecting a comparison expression and entering the number of
hours/minutes/seconds.
Example: The duration value is longer than 4 1/2 minutes.
3. If you selected Between in the previous step, enter a second value in the right-most time field
to define your range.
Example: The duration value is the range between 4 1/2 minutes and 10 minutes.

Defining an Interaction Type as Filter Criteria
Defining an Interaction Type as Filter Criteria

You can define an interaction type (call, email, chat, and text message) as criteria when building a
query or a category.
EXAMPLE:
Find interactions that are chat and email interactions.
To define a duration value as filter criteria:

1. In the Quick Query pane, scroll to the Interaction Type area.
In the Advanced Query window, click General tab > Interaction Type area.
2. Select any combination of: Call, Email, Chat, and Text Message.

Defining Users/Groups as Filter Criteria

You can define users and user groups as criteria when building a query. Depending on the query at
hand, the users may be referred to as traders; other times the users are referred to as creators; and
so on.
You can also define general user properties and job properties as criteria. See Defining User
Properties as Filter Criteria on page 108 and Defining Job Properties as Filter Criteria
on page 109.
When defining your criteria, you can limit the query to all active users; or you can show deleted
users in the query as well - meaning users that were deleted via the Users Administrator.
EXAMPLE:
Find interactions handled by agents in the Tax Form group.
Find playback requests initiated by traders in the Stock Trading group.
To define users as filter criteria:
1. In the Quick Query pane, scroll to the Traders area, and click .
In the Advanced Query window, click the Traders tab.
NOTE:
To define a query to show all call segments of an agent, the Query by Participants
option must be enabled in the System Administrator. However, when Query by
Participants is enabled, the Business Analyzer will not display customer phone
numbers from incoming calls in the Results pane. In order to view these numbers when
a query is run, you must clear the Query by Participants checkbox. See the System
Administrator Guide for further details.
2. Expand the Organization tree to view a hierarchy of groups and traders. In the Organization
tree, you can see only those traders/groups for whom you have access rights.
3. To show deleted users in the query, select the Show deleted users checkbox.

4. Click a branch in the tree. The groups or traders directly under that branch appear in the
Group Members list box. If you selected the Show deleted users checkbox, the deleted
users appear in the list box with the icon.
5. From the Group Members list box, select the groups or traders that are filter criteria and click
the Add button. The names are moved to the Selected Members list box.
You can enter the first letters of a user name in the text box above the list box to quickly jump
to the appropriate user name.
6. Repeat steps 3 and 4 as needed to select traders/groups from various branches in the
organization.

Defining User Properties as Filter Criteria
Defining User Properties as Filter Criteria

You can define user properties (such as Last Name or Extension) as criteria when building a query.
These user properties were defined when the user was created via the Users Administrator
application. Depending on the query at hand, the user properties are referred to as trader
properties; other times the user properties are referred to as creator properties s; and so on.
EXAMPLE:
Find interactions handled by traders using extension 1234.
To define user properties as filter criteria:

1. In the Quick Query pane, scroll to the Trader Properties area.
In the Advanced Query window, click Traders tab.
2. Enter the filter criteria that you require in the appropriate fields. You can enter wildcards in
place of one or more characters. See Using Wildcards on page 151.

Defining Job Properties as Filter Criteria
Defining Job Properties as Filter Criteria

You can define job properties (such as Department and Hire Date) as criteria when building a
query. These job properties were defined when the user was created via the Users Administrator
application. Depending on the query at hand, the job properties may be referred to as trader
properties; other times the job properties are referred to as creator properties; and so on.
EXAMPLE:
Find interactions handled by traders from the Claims department hired after January 1st 1999.
To define job properties as filter criteria:

1. In the Quick Query pane, scroll to the Trader Job Properties area.
In the Advanced Query window, click Traders tab.
2. In the Department, Location, Job Function, Job Class and Job Skill lists, select the
appropriate filter criteria. Select a specific list item or click Any to include any of the items in
the list.
3. To find users hired within a specific date, select the Hire Date checkbox and define a time
range.
4. To find users that graduated within a specific date, select the Graduation Date checkbox and
define a date range.
5. To find users with a specific graduation score, in the Graduation Score field select a
comparison expression and enter values.

Defining Interaction Profile Data as Filter Criteria

You can define Interaction Profile data as criteria when building a query or a category. This data
includes:
Phone properties: Such as extension or phone numbers, VDN (see Step 2 on page 111).
Recording properties: Such as initiator (for segments only), voice and/or screen recordings,
channel ID (for segments only), Logger ID (for segments only), (see Step 3 on page 112).
Archiving properties: (relevant for segment queries only) (see Step 4 on page 112).
Exceptions: Whether exceptions exist (see Step 5 on page 113).
Interactions whose extension was extended: (relevant for segment queries only - see Step 6
on page 113).
Chat profile properties: Maximum or average response chat time, network source (see Step 7
on page 114).
Email profile properties: The sender and recipients details (see Step 8 on page 115).
Mobile Phone Recording: interactions that were recorded only from a mobile phone (see
Step 9 on page 115).
Security and Privacy properties: Whether voice and/or screen recording was paused and
then restarted for Privacy Control reasons (see Step 10 on page 115).
Interactions that were locked for litigation purposes: (see Step 11 on page 116)
Text Message profile properties: The sender and recipient details (see Step 12 on page 116)
EXAMPLE:
Find incoming segments with a VDN of 9999, recorded as voice only, and marked with Privacy
Control.

To define Interaction Profile parameters as filter criteria:

1. In the Quick Query pane, scroll to the Call Profile area.
In the Advanced Query window, click Interaction Profile tab.
2. In the CTI Information area, define criteria. You can use wildcards, as needed. See Using
Wildcards on page 151.
Field Description
Trunk Label Enter up to 20 integers.
Extension Represents a traders extension.

Enter up to 20 integers.

Field Description
Caller ID Represents the customers telephone number (where

the call originated). This field is relevant for an inbound
interaction only!
Enter up to 20 integers.
After running the query, these values appear in the
Participant Phone Number column.
Dialled No. Enter up to 20 integers.

If you select IN as the direction of the interaction, the
Dialed No. refers to the number of the organization
(DNIS).
If you select OUT as the direction of the interaction,
the Dialed No. refers to the number of the customer
(ANI).
If you select Internal as the direction of the
interaction, the Dialed No. refers to another agent's
extension.
Direction Check IN, OUT, and/or Internal.
VDN Represents the sequence of numbers that the

customer dialed to reach a specific extension.
3. Scroll to the Recording Properties area.
a. In the Channel ID field, add a channel ID number as query criteria.

b. In the Logger ID field, enter a logger ID number as query criteria.
4. Scroll to the Archiving area.
The Archiving area is relevant for segment queries only.
Select any of the appropriate triggers:

Voice

Screen
Chat
Email
Text Message
After running the query, the interactions that match the query criteria appear in the results
pane.
5. Scroll to the Exceptions area.
In the Exceptions area, mark Exceptions Exist to filter for interactions with exceptions that
occurred, or while recording the interaction. See NICE Interactions Center Exceptions for a
detailed list of exception types.
6. Scroll to the Extended Retention area.
This filter is relevant for segment queries only.

a. In the Media area, select whether voice and/or screen media types should serve as filter
criteria:
Select Voice to find segments with voice media, where the expiry date was extended.
Select Screen to find segments with screen media, where the expiry date was
extended.
Select Both to find segments with voice and/or screen media, where the expiry date
was extended.
Select Either if this criteria is not relevant.

b. In the Retention Expiration Date area:

To find interactions where the extended expiry date has passed, select Expired.
-or-
To define an expiry date in the future, select Expire in next. Then enter the
appropriate time value in the available field (such as 3 hours, 12 days), and select a
time interval (minutes, hours, days and so on).
-or-
Select Expired Date to define a specific expiry time period. In the From and To
fields, enter dates or click the arrow button and select dates from the displayed
calendar. Enter or browse to the exact hours and minutes.
c. In the Last Extension Reason area, select an extension reason from the drop-down list.
7. Scroll to the Chat Profile area.
a. To define the maximum chat response time, in the Max Response Time area, define the
duration value by selecting a comparison expression (Greater than, Less than or
Between) and enter the number of hours/minutes/seconds.
Example: You want to find all chat interactions where the maximum chat response time is
longer than 4 1/2 minutes.
b. To define the average chat response time, in the Average Response Time area, define
the duration value by selecting a comparison expression (Greater than, Less than or
Between) and enter the number of hours/minutes/seconds.
Example: You want to find all chat interactions where the average chat response time is
between 30 seconds and 2 minutes.

c. In the Network Sources area, select the network source for the chat data.
8. Scroll to the Email Profile area.
a. In the Sender name field, enter the senders name.

b. In the Recipient name field, enter the recipients name.
c. In the Sender Email Address field, enter the senders email address.
d. In the Recipient Email Address field, enter the recipients email address.
e. Sender Domain field, enter the senders domain information.
f. In the Recipient Domain field, enter the recipients domain information.
g. In the Direction area, select IN, OUT, and/or Internal.
9. Scroll to the Mobile Phone Recording area.
Select Only mobile phone recordings to query only for those interactions that were
recorded from a mobile phone.
10. Scroll to the Security and Privacy area.
Select Privacy Control.
NOTE: Your ability to use the Privacy Control feature is dependent on your site
configuration and your own access privileges. Some icons/tabs/fields may not be available.
TIP: When you query for segments whose voice and/or screen recording was paused and
then restarted for privacy reasons, remember to display the Privacy Control on Media
column. See Determining the Displayed Columns on page 98.

11. Scroll to the Litigation Hold area.
a. In the Either/Locked area, select Locked, to query for an interaction that was locked for
Litigation Hold.
b. In the Litigation Notification Date area:
Select Notification In Next to query for interactions whose notification will appear in
a specified time in the future.
Select Notification Date to query within a defined period of time in which the
notifications appeared, or will appear. Define the From and To dates.
c. From the Litigation Hold Reason drop-down list, select a reason, with which to query.
12. Scroll to the Text Message Profile area.
a. In the Text Message Sender Email Address field, enter the text message senders
email address.
b. In the Text Message Recipient Email Address field, enter the text message recipients
email address.
c. In the From Mobile Number field, enter the mobile number the text interaction is from.
d. In the To Mobile Number field, enter the mobile number the text interaction is to.
e. In the Direction area, select IN, OUT, and/or Internal.

Defining Turret Devices as Filter Criteria
Defining Turret Devices as Filter Criteria

You can define turret devices as criteria when building a query. This filter criteria is site specific -
it is not available at all sites!
EXAMPLE:
Find incoming interactions from the Left or Right Speakers.
To define turrets as filter criteria:
1. In the Quick Query pane, scroll to the Device Type area, and click .
In the Advanced Query window, click CTI Information tab.
2. Expand All Handsets/All Speakers to view a list of current devices.
3. Select the devices that are filter criteria and click .

Defining CTI Events (Interaction Details) as Filter criteria

You can define CTI events as criteria when building a query or a category. CTI events refer to
interaction parameters, such as ring time or number of holds.
The CTI Events differ when querying for complete interactions or searching for segments.
NOTE:
CTI Events criteria are not available at all sites.
Some of the CTI events are not available at all sites. These events are dependent on
specific CTI integration capabilities.
EXAMPLE:
Find interactions that were in the queue more than one minute and had more than two hold
events.
Find feedback surveys attached to interactions that had more than three conferences.
To define CTI parameters as filter criteria:

1. In the Quick Query pane, scroll to the Advanced CTI area.
In the Advanced Query window, click the CTI Events tab.
For Complete Interaction Queries
For Segment Queries/Categories
2. In the Advanced CTI area, define criteria.

For Segment Queries
Parameter Description
Queue Time How long (in seconds) the customer waited in the queue
before speaking to an agent:
Select a comparison expression (Greater than or Less
than) and enter a value in seconds, or
Select Between and define a range of seconds.
Ring Time How long (in seconds) the segment was ringing before an
agent picked up:
than) and enter a value in seconds, or
Number of Holds How many times the customer was placed on hold during the
segment:
than) and enter a value, or
Select Between and define a range.
Total Hold Duration How long (in seconds) the customer was kept on hold within
the segment:
than) and enter a value of seconds, or
Has Transfer Find segments that have transfers, or find segments that did
not have transfers, or either of these.
Has Conference Find segments that have conferences, or find segments that
did not have conferences, or either of these.
Wrap Up Period How long (in seconds) the wrap up period lasted within the
segment:
than) and enter the number of seconds, or
Note: Some of the CTI events are not available at all sites.
These events are dependent on specific CTI integration
capabilities.
Abandon From Find segments that were abandoned from a Hold situation or
Hold find segments that were not abandoned from a Hold.

Abandon Duration How long (in seconds) the customer was waiting before
abandoning:
Abandon From Find segments that were abandoned while waiting on the
Queue queue or segments that were not abandoned from the queue.
Number of How many individuals participated in the call:

Participants Select a comparison expression (Greater than or Less
than) and enter a value (of individuals), or
Note: When you create a query using this filter, the query
results include interactions with all participants of the call, even
if some of the participants did not actively participate in the call.
To view only those participants who actively participated in the
call, use the Preview pane of the call.
For Example:
In this call, although there were three participants (Agent A, Agent B and the
customer), only two were active in the call.
The call with the three participants is displayed in a query that searches for
three or more participants, while the same call displays only two active
participants in the Preview pane.
For Complete Interaction Queries
Total Queue Time In a complete interaction, the customer may have waited in a
queue several times. This parameter is the combined queue
time of all segments.
Hang Up Side Which participant ended the interaction - the customer or an

agent.

Total Ring Time In a complete interaction, the interaction may be ringing

several times. This parameter is the combined ring time of all
the segments.
Number of Holds How many times the customer was placed on hold during the
complete interaction:
Total Hold Duration How long (in seconds) the customer was kept on hold within
the complete interaction:
Number of How many transfers occurred during the complete interaction.

Transfers Select a comparison expression (Greater than or Less
Number of How many conferences occurred during the complete

Conferences interaction.
Total Wrap Up This parameter is the combined wrap-up period of all

Period segments.
Note: Some of the CTI events are not available at all sites.
These events are dependent on specific CTI integration
capabilities.
Abandon From Find complete interaction that were abandoned from a Hold
Hold situation or find complete interaction that were not abandoned
from a Hold.

Abandon Duration How long (in seconds) the customer was waiting before
abandoning:
Abandon From Find complete interaction that were abandoned while waiting
Queue on the queue or complete interaction that were not abandoned
from the queue.
Number of How many individuals participated in the complete interaction:

Participants Select a comparison expression (Greater than or Less
than) and enter a value (of individuals), or
Note: When you create a query using this filter, the query
results include interactions with all participants of the call, even
if some of the participants did not actively participate in the call.
To view only those participants who actively participated in the
call, use the Preview pane of the call.
For Example:
In this call, although there were three participants (Agent A, Agent B and the
customer), only two were active in the call.
The call with the three participants is displayed in a query that searches for
three or more participants, while the same call displays only two active
participants in the Preview pane.
Number of Stages How many stages were in the complete interaction:


Defining User Flags as Filter Criteria
Defining User Flags as Filter Criteria

You can define user flags as criteria when building a query or a category.
EXAMPLE:
Find interactions with the red user flag (or find interactions with any user flag).
To define user flags as filter criteria:

1. In the Quick Query pane, scroll to the User Flag area.
2. From the User Flag drop-down list, select All Flags (to find interactions with any flag) or
select one flag as filter criteria.

Defining Category Parameters as Filter Criteria to Find Interactions
Defining Category Parameters as Filter Criteria to Find

Interactions
NOTE: Category parameters can be used as filter criteria for segment queries only.
You can define policies, category groups, category names and category statuses as criteria when
building a query to find interactions (from the Interactions window).
EXAMPLE:
Find interactions from the Tax Forms category group with the System Irrelevant category flag.
To define category parameters as criteria:

1. In the Quick Query pane, scroll to the Investigation Categories area.
In the Advanced Query window, click Investigation tab > Investigation Categories area.
2. To filter by a policy, in the Policies field, select a policy name.

3. To filter by Parent Category, in the Parent Category field, select a parent category.
4. To filter by categories, in the Category field, select a category. Note that the categories in the
drop-down list change depending on the category group previously selected.
5. To filter by status, first select one or several statuses and click .

See What are Category Statuses? on page 125 for a list of statuses that can be assigned to an
interaction, both manually and automatically.

Defining Category Parameters as Filter Criteria to Find Interactions
What are Category Statuses?

The following category flags can be assigned to an interaction.
Category Flag Description
Pending Review Default category flag for interactions that match the category
criteria. The interaction may be new to the category, or the
interaction appeared in the category previously but has not
been assigned a different category flag.
Can also be assigned manually to indicate that the interaction
needs reconsideration.
Follow Up Assigned manually to indicate that the interaction requires

further attention.
Important Assigned manually to indicate that the interaction is significant.
Irrelevant Assigned manually to indicate that the interaction is not

relevant to the category (although it currently matches the
criteria).
Reviewed Assigned automatically to an interaction after it is played back.

Assigned manually to indicate that the interaction has been
reviewed.
System Irrelevant Assigned automatically when:

An interaction no longer meets category criteria
and
After the Pending Review or Reviewed flag had been
assigned
Follow Up but System Assigned automatically when:

Irrelevant An interaction no longer meets category criteria
and
After the Follow-up flag had been assigned
Important but System Assigned automatically when:

and
After the Important flag had been assigned
Removed and System Assigned automatically when:

and
After the Irrelevant flag had been assigned

Defining Category Details as Filter Criteria to Find Categories
Defining Category Details as Filter Criteria to Find

Categories
IMPORTANT
The term category is used interchangeably with investigation!
You can define category details as criteria when building a query to find categories (from
Investigations).
EXAMPLE:
Find Discovery Categories that are completed.
To define category details as filter criteria:

1. In the Quick Query pane, scroll to the Category Details area.
In the Advanced Query window, click Category Details tab.
2. Define the filter as shown here:

Type
Either - Not a filter criteria.
Discovery - Select to include in your query only Discovery Categories.
Monitoring - Select to include in your query only Monitoring Categories.
Status
Running - Select to include in your query only the categories that are still running.
Stopped - Select to include in your query only the categories that were aborted.
Finished - Select to include in your query only the categories that finished running.
Name - Enter the name of a category that you need the query to find. You can use
wildcards as needed. See Using Wildcards on page 151.

Defining Business Data as Filter Criteria

You can define Business Data as criteria when building a query.
EXAMPLE:
You want to find all interactions with any customer who is over 50 years of age, and who has a
gold credit card.
You can query for one or more types of Business Data at a time. A query with two or more types of
Business Data at a time looks for records that has all the specified Business Data value. It does this
using the AND operator.
You can also query using more than one type of Business Data by defining the query using Free
Expressions. In the Free Expressions tab, open the field tblReservedXX and select the
appropriate field. See Building Free Expressions Filter Criteria on page 149.
To define business data as filter criteria:

1. In the Quick Query area, scroll to the Business Data area.
In the Advanced Query window, click Business Data tab > Business Data area.
Dynamic field
2. From the Business Data drop-down list, select the business data field you want to query.
The field directly below the Business Data field changes dynamically to one of the following
depending on the type of data you selected:
Free text field (You can enter wildcards in place of one or more characters. See Using
Wildcards on page 151.)
Date field
Range field
3. Enter text, a date or a range in the dynamic field.
4. For two or more Business Data fields:
a. Click to add another Business Data field and enter text, a date or a range in the
dynamic field that appears directly below.
b. Select either the And or Or condition between the Business Data fields.

Note: You can only select one condition in the same query.
Additional Business
Data fields are added
c. Click to remove a Business Data field you previously added.

d. Repeat Step a as many times as needed for multiple Business Data fields.
TIP: If you are entering text in the dynamic field, you can enter wildcards in place of one
or more characters. See Using Wildcards on page 151.

Defining Rules as Filter Criteria

You can define classification rules as criteria when building a query.
You can define scoring rules as criteria when building a query.
EXAMPLE:
A classification rule named XYZ was defined (in the Rules Manager) which runs on all calls that
are inbound and longer than ten minutes.
When defining a query, you select the XYZ classification rule as filter criteria.
If you select Yes, your search will find all calls that are inbound and that are longer than ten
minutes.
If you select No, your search will find all calls that were not inbound and/or that are less than ten
minutes.
If you select Either, your query will not take this rule into account.
EXAMPLE:
A scoring rule named Default System Score was defined (in the Rules Manager). After the rule
runs, interactions are assigned a score based on the rules formula.
When defining a category, you select the Default System Score as category criteria. You then
define a score greater than 80.
When the category runs, all segments with a score greater than 80 for the Default System Score
will be found.
To define rules as filter criteria:

1. In the Quick Query pane, scroll to the Business Data area.
In the Advanced Query window, click Business Data tab > Additional Data area.
2. To filter by a classification rule, do the following:

a. In the Classification Rule field, select a rule (these rules were previously defined via the
Rules Manager).
b. Then select one of the following:
Either: Not a filter criteria.
Yes: To find all interactions that match the rule filter.
No: To find all interactions that do not match the rule filter.
3. To filter by a scoring rule, do the following:
a. In the Scoring Rule field, select a rule. (these rules were previously defined via the Rules
Manager.)

b. Define a comparison expression (such as greater than 100 or between 10-50).

Defining Comments/Annotations as Filter Criteria
Defining Comments/Annotations as Filter Criteria

You can define comments/annotations as criteria when building a query to find interactions.
Comments are text added to a specific interaction.
Annotations are text added to a specific recording in the Player.
EXAMPLE:
Find all interactions where the text campaign appears in the comment.
To define Comments/Annotations as filter criteria:

1. In the Quick Query pane, scroll to the Business Data area.
In the Advanced Query window, click Business Data tab > Additional Data area.
2. Enter a value in one of the following available fields:

Comment
Annotation
You can enter wildcards in place of one or more characters. See Using Wildcards
on page 151.

Defining Audio Analysis Parameters as Filter Criteria

Audio Analysis criteria are available if Audio Analysis is integrated in your site and if you have
proper access privileges.
You can define Audio Analysis parameters (detected words, talk-overs or call emotion) as criteria
when creating a query.
IMPORTANT
The query only searches through those interactions which were previously analyzed for Audio
Analysis content. Interactions may be analyzed for content via a category or via manual
analysis.
When viewing your query results, keep in mind that the query cannot search through
interactions that were not analyzed for content.
EXAMPLE:
Find interactions that had more than 10% talk-overs in which the words from the Polite group of
words appeared. The query results display only those interactions that match the filter criteria if
these interactions were previously analyzed for talk-overs or words from the Polite group.
If other interactions contain talk-overs or words from the Polite group - but the interactions were
not previously analyzed for this content - these interactions will not be displayed in the query
results list.
Audio Analysis criteria is divided into the following groups:

Talk Analysis: Find interactions with customer/agent interruptions, talk-overs and silent
periods. See Defining Talk Analysis Parameters on page 132.
Word-Spotting: Find interactions that used specific words or word groups. See Defining
Word-Spotting Parameters on page 134.
Emotion: Find interactions with a high/low emotion level. See Defining Emotion
Parameters as Filter Criteria on page 141.
Speech To Text: Find interactions with transcribed text. See Defining Transcribed Text
(Speech To Text) as Filter Criteria on page 142.
Defining Talk Analysis Parameters

You can define Talk Analysis parameters as criteria to find specific interactions, or to find
feedback surveys attached to specific interactions. Talk Analysis parameters include:
Bursts (interruptions)
Talk-Over (simultaneous talking)
Silence
Consecutive talk (amount of continuous talk)
Consecutive silence (amount of continuous silence)

To define Talk Analysis parameters as filter criteria:

1. In the Quick Query pane, scroll to the Talk Analysis area.
In the Advanced Query window, click Audio Analysis tab.
2. For each parameter, do the following:

select a comparison expression (Greater than or Less than) and enter a value.
-or-
select Between and define a range of values.
Number of Bursts How many interruptions took place in the interaction
Number of Agent How many times an agent interrupted

Bursts
Number of How many times a customer interrupted

Customer Bursts
Talk-Over Define the percentage of the interaction with simultaneous talking
Silence Define the percentage of the interaction with silence
Agent Talk Define the percentage of the interaction during which the agent is
talking
Customer Talk Define the percentage of the interaction during which the customer is
talking
Agent Consecutive Define the percentage of the interaction during which the agent is
Talk continuously talking
Customer Define the percentage of the interaction during which the customer is
Consecutive Talk continuously talking

Consecutive Define the percentage of the interaction with continuous (prolonged)

Silence silence
Defining Word-Spotting Parameters

You can define specific words or groups of words as criteria when building a query.
EXAMPLE:
Find interactions in which words from the Discount group appear with a certainty level of 80%
and above.
When defining the words for the query, you can select words from the Lexicon Manager and/or
you can define new words on-the-fly.
The query searches through interactions in two ways:
The query can search for words from the Lexicon Manager that were previously detected by a
category or manual analysis. In this case, you must select words from the Lexicon Manager as
filter criteria.
The query can be broadened to search through all interactions that were categorized by a
category. When searching through all interactions that were categorized by a category, you are
not limited to words from the Lexicon Manager. You can search for any word on-the-fly.
EXAMPLE:
You created a category to detect the words public, stock and secret on all incoming interactions
that lasted more than three minutes.
You select the word public as your filter criteria. When the query runs, it will find those
interactions that were previously categorized by a category which contain the word public.
Now you broaden the query. You select the Query All Analyzed Calls checkbox, and you define
three new words as filter criteria. When the query runs, it will search through all categorized
interactions for these new words.
What Additional Parameters Can I Define for Each Word?
For each word/group that you select as criteria, you can define the following additional filters:
Level of certainty: For example, the accuracy is 80% and higher
Position from start: For example, the word took place in the first 15 seconds of the interaction.
Position from end: For example, the word occurred in the last 5 seconds of the interaction.
Relationship in seconds to other words chosen for word spotting (in the Selected Words
Appear Up to field).
EXAMPLE:
You selected three phrases as filter criteria:
Company Insiders, Will Go Public, and Top Secret
You add additional filters for the phrase Top Secret, so that the result is:

Top secret will appear up to 10 seconds after will go public.
Note that the last drop-down list represents the words you chose for word-spotting - excluding the
words for which you are currently defining a filter. In our example, the list shows Company
insiders and Will go public (since these words were previously selected for word-spotting and they
are not currently selected for filters).
If you are currently defining a filter for all the words chosen in the Word-Spotting area, this option
is disabled.
If you later define a filter for all three phrases (by selecting the phrases under the Name column
and clicking ), the Selected Words Appear up to field will be disabled.
How Can I Customize the Query Behavior When Spotting Multiple Words?
By default, the query will find any interaction that has one or more of the words selected as filter
criteria (based on the OR logic). If you selected several words as filter criteria, the query will find
interactions that have word1 or word2 or word3 and so on.
You can customize the query behavior as follows:
Based on AND logic, you can query interactions that contain all the words selected as filter
criteria. For example, you selected several words as filter criteria, the query will find
interactions that have word1 and word2 and word3 and so on.
You can create customized formulas based on OR/AND together. Here are several examples:
The query will find interactions with (word1 and word2) or interactions with word3.
The query will find interactions with (word1 or word2) or not word3.
To define Word-Spotting parameters as filter criteria:

1. Scroll to the Word Spotting area.
Quick Query pane > Word Spotting area > click .

Advanced Query window > Audio Analysis tab. (The tab/field name may differ per window.)
2. From the Language drop-down list, select the language for which you want to perform word
spotting.
NOTE: This feature is site specific and may not exist in your site.
The Organization Lexicon tree displays a hierarchy of word groups previously defined in the
Lexicon Manager.
You can select words from the Lexicon Manager (see step 3) and/or define new words
on-the-fly (see step 4 - 5).
3. To select words/word groups from the Lexicon Manager, do the following:
a. Select a branch in the tree. The groups/words directly under that branch appear in the
Available Words/Phrases list box.
You can enter the first letters of a word to quickly jump to the appropriate term.

b. From the Available Words/Phrases list box, select the words/groups that are filter
criteria and click .
The selected words/groups are moved to the Selected Words/Phrases list box. The
selected words also appear in a grid at the bottom of the window.
If you select word groups, the query will find any word in the group that matches the
filters.
4. (Site specific for sites with the Phonetics engine!) To search through all categorized
interactions, select the Query All Analyzed Calls checkbox. This means that the query
results may be broadened, since all categorized interactions are searched and the words that
you are querying do not have to match words that were previously detected.
5. (Site specific for sites with the Phonetics engine!) To define words on-the-fly, do the
following:
a. Select the Query All Analyzed Calls checkbox. (If you do not select the checkbox, you
cannot enter free text).
b. In the New Word or Phrase field, enter a word/phrase and click . Repeat as
needed.
6. To set a suggested certainty level (system generated), select one or more words below the
Name column and click . A suggested certainty level is added to the word under the
Certainty column.
To set a specific certainty level, that you define, see step 7 a below.
7. To define additional filters on words/groups, select one or more words below the Name
column and click (or double-click the word).
The Item Additional Filters window appears.

In some sites, the Item Additional Filters window appears with additional filters.
Site specific -
depending on recording
technique
Define the following filters:

a. To set a specific certainty level, in the Certainty field, select a comparison expression and
enter a percentage value (such as greater than 80 or equal to 70).
b. In the Position from Start field, select a comparison expression and enter a position from
start in seconds (such as less than 10 seconds from the start of the interaction).
c. In the Position from End field, select a comparison expression and enter a position from
end in seconds (such as between 5 and 10 seconds from the end of the interaction).
d. In the Number of Occurrence field, select a comparison expression and enter the
number of occurrences the word or phrase could appear (such as between 5 and 10 times).
e. (Site specific!) In the Side field, select which side of the conversation used the word
(either side, both the customer and the agent, the customer only or the agent only).
f. In the Selected Words Appear Up To field, define a time frame and relationship
between the words for which you are currently defining a filter and the words you
previously selected in the Selected Words/Phrases area (in Step 3).
You must select more than one word/phrase from the Selected Words/Phrases area for this
option to be enabled.

To do this:
Enter a value in seconds in the field.

From the middle drop-down list, select a relationship (After, Before or Either Side).
From the last drop-down list, select a word/phrase. The words/phrases that appear in
this drop-down list represent the words you selected for word spotting (in Step 3), but
for which you are not currently defining a filter.
If you are currently defining a filter for all the words chosen in the Selected
Words/Phrases area (in Step 3) this option is disabled.
g. Click OK. If you are defining filters for a group of words, the query will find any word in
the group that matches the filters.
8. To define customized query formulas, click . The Word Spotting Formula window
appears.
Enter your expression formula and click OK. See Word Spotting Formula Guidelines. If you
are defining formulas for a group of words, the query will find any word in the group that
matches the formula.
Word Spotting Formula Guidelines

In the Word Spotting Formula window, build formulas using the following guidelines:
Click to define that OR is the relative expression between each word.
This is the default query behavior. This means that the query will find interactions that contain
at least one of the selected words.

Click to define that AND is the relative expression between each word.
This means that the query will find interactions that contain all the selected words.
Build a customized formula:
a. Place the cursor in the formula (where you want to change the formula).
b. Delete a building block if needed.
c. Then, double-click on a building block (a word or one of the operators).
d. Repeat this several times to build your formula.
If the formula is not logical (such as an open parenthesis without a close parenthesis), the
icon appears next to the formula.

Defining Emotion Parameters as Filter Criteria

You can define an emotion level as criteria when building a query.
EXAMPLE:
Find interactions in which the trader displayed an emotion level above 50.
To define emotion parameters as filter criteria:

1. In the Quick Query pane, scroll to the Emotion area.
In the Advanced Query window, click > Audio Analysis tab > Emotion area.
2. In the Emotion field, define a call emotion level.
EXAMPLE:
Greater than 70 , or Between 70 and 95 .
3. Select which side displayed emotion (either side, both the customer and the trader, the
customer only or the trader only).

Defining Transcribed Text (Speech To Text) as Filter Criteria

You can define transcribed text as filter criteria when building a query to find interactions.
Transcription contains the speech (in a voice interaction) that is transferred to written text
(Speech To Text).
EXAMPLE:
Find all interactions where the text campaign appears in the transcribed text.
To define transcribed text as filter criteria:

1. In the Quick Query pane, scroll to the Audio Analysis area.
In the Advanced Query window, click Audio Analysis tab, > Speech To Text area.
2. Mark Transcription exists.

Defining Desktop Analytics Parameters as Filter Criteria

You can define Desktop Analytics details as criteria when building a query, assuming Desktop
Analytics is integrated in your site and if you have proper access privileges.
You can define the following Desktop Analytics criteria:
Desktop Analytics events: The segments that were recorded due to specific Desktop Analytics
events. See Defining Desktop Analytics Events as Filter Criteria on page 143.
EXAMPLE:
In your site, an event named Over 500 Shares was defined which states that whenever a trader
opens the Buy Shares Form, it records the segment and extracts to the database the value that was
entered in the Amount field.
You define the following filter criteria:
Find segments that were recorded when the event named Over 500 Shares occurred, if the event
took place more than 20 seconds after the segment began and the event value is over 800.
Defining Desktop Analytics Events as Filter Criteria

You can define a Desktop Analytics Event as criteria when building a query or category.
To define Desktop Analytics events as criteria:

1. In the Quick Query pane, scroll to the Events area.
In the Advanced Query window, click Desktop Analytics tab.
The Events tree displays a hierarchy of event groups.

2. Select a branch in the tree. The events/groups directly under that branch appear in the
Available Events list box.

You can enter the first letters of a word to quickly jump to the appropriate term.
3. From the Available Events list box, select the events/groups that are filter criteria and click
.
The selected events/groups are moved to the Selected Events list box. The selected events
also appear in a grid at the bottom of the window.
If you select event groups, the query will find any event in the group that matches the filters.
4. Repeat Step 2-Step 3 to select events/groups from various branches in the tree.

5. To define additional filters on events, select one or more events below the Name column and
click (or double-click the event). The Item Additional Filters window appears.
Define the following filters:

a. In the Position from Start field, select a comparison expression and enter a position from
start in seconds, to find segments in which the Desktop Analytics Event occurred a
specific number of seconds after the segment began.
b. In the Position from End field, select a comparison expression and enter a position from
end in seconds, to find segments in which the Desktop Analytics Event occurred a specific
number of seconds before the segment ended.
c. In the Event Count field, select a comparison expression and enter values, to find
segments with a specific number of Desktop Analytics Events.
d. Relevant to Event Groups only: In the Group Count field, select a comparison expression
and enter values, to find segments that had a specific number of events within a Desktop
Analytics group (based on the groups selected in the right-most list box).
e. From the Data Extraction menu, select the event type you want to query.
The field directly below the Data Extraction field changes dynamically to one of the
following depending on the type of data you selected:
Free text field
Date field
Range field
Enter text, a date or a range in the dynamic field.
f. For two or more Data Extraction event types:
To add another Data Extraction event type, click and enter text, a date or a range
in the dynamic field that appears directly below.

Select either the And or Or condition. This will determine how the query will filter
the event. One condition only can be selected.
NOTE: Multiple Data Extraction event types are selected per event.
Additional Data Extraction

fields are added
g. To remove a Data Extraction event type, click .

h. Click OK. If you are defining filters for a group of events, the query will find any event in
the group that matches the filters.
6. To define customized query formulas, click . The Screen Events Formula window appears.
7. Enter your expression formula and click OK. See Screen Events Formula Guidelines
on page 146. If you are defining formulas for a group of events, the query will find any event
in the group that matches the formula.
Screen Events Formula Guidelines

In the Screen Events Formula window, build formulas using the following guidelines:
Click to define that OR is the relative expression between each event.

This is the default query behavior. This means that the query will find interactions that contain
at least one of the selected events.
Click to define that AND is the relative expression between each event.
This means that the query will find interactions that contain all the selected events.
Build a customized formula:
a. Place the cursor in the formula (where you want to change the formula).
b. Delete a building block if needed.
c. Then, double-click on a building block (an event or one of the operators).
d. Repeat this several times to build your formula.
If the formula is not logical (such as an open parenthesis without a close parenthesis), the
icon appears next to the formula.

Defining Request Details as Filter Criteria
Defining Request Details as Filter Criteria

When running a query to find requests, you can define request details as filter criteria. These
details include:
The status of the request.
Whether a tape was also requested
The ID assigned to the request
The request name
EXAMPLE:
Find requests whose status is Waiting for Approval and included a request for a hard copy.
To define request details as query criteria:

1. In the Quick Query pane, scroll to the Request Details area.
In PBO Requests application, Advanced Query window > Request Details tab.
2. To filter by the status of requests, in the Status field, select one option.
3. To filter by whether the playback requests included a request for a hard copy, in the Tape
Request field, select Yes or No.
4. To filter by specific request IDs, enter a value in the Request ID field.
5. To filter by request names, enter a value in the Request Name field.

Building Free Expressions Filter Criteria

You can build customized filter criteria by defining expressions. Select a database column and
create one or several comparison expressions.
TIP: The columns in the Free Expressions list correspond to interaction data fields.
See the Interaction Data Reference Guide for an itemized description of the
interaction data fields.
EXAMPLE:
You can define a query that searches for all interactions with a system score value below 50.
From the Field list box, select Rule Default System Score.
From the Operators options, select < (less than).
In the Value field, enter 50.
The following appears in the Current Expression area:
NOTE: In most cases, free expressions are built by advanced users only.
To build a free expression:

1. In the Advanced Query area, click Free Expressions tab.

The database columns that appear in the Field list box differs per module.
In the Interactions module, the columns differ when defining a complete interactions query
and when defining a segments query.
2. Define an expression:
a. You can open parenthesis before the expression: From the Open Parenthesis field, select
parenthesis.
b. From the Field list, select a database column.
c. Select an Operator. The available operators change depending on the type of data that is
appropriate for the column, such as string or numeric data.
For string data, the Like and Not Like operators can be selected:
Like = The value in the database contains the value that you enter in the expression; such
as the database value TrainingDepartment contains the value Training. You can also use
wild cards, such as *training*.
Not Like = The value in the database does not contain the value entered in the expression.
d. Enter a value.
e. If you placed an open parenthesis before the expression, add a close parenthesis as well:
From the Close Parenthesis field, select a parenthesis.
The expression appears in the Current Expression field.
3. Click Add. The expression appears in the Whole Expression area.
4. To add another expression:
a. Click New Expression.
b. Select a Binding Operation (And or Or).
c. Define the expression as described in Step 2 on page 150.
NOTE: Wildcard search is limited to only searching one expression. If you added two
Whole Expressions each with a wildcard, the search results will only relate to the
wildcard in the first expression, and will ignore the wildcard in the second expression.
5. You can change the order of the expressions by selecting an expression and clicking Up or
Down.
TIP: You can modify an expression as follows:

To delete all the expressions, click Clear All.
To delete one expression, select it and click Delete.
To modify an expression, select it, modify its values and click Update.

Using Wildcards
Using Wildcards
You can enter wildcards in place of one or more characters. Follow these guidelines:
Use the asterisk * as a substitute for one or more characters. For example, enter 123* to find all
extensions that begin with 123 and have at least one character after the 3.
Use the question mark ? as a substitute for a single character in a name. For example, enter
5?5 to find all extensions that start and end with a 5 and have one character in the middle
(such as 515, 525, 535 and so on).
If you want the asterisk or question mark to appear in the text field as a regular character and
not as a wildcard, enter the backslash \ before the asterisk/question mark.
NOTE: Wildcard search is limited to only searching one expression. If you added two
Whole Expressions each with a wildcard, the search results will only relate to the
wildcard in the first expression, and will ignore the wildcard in the second expression.


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NICE Interaction Management

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International Headquarters-Israel North America

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Locking Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

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Screen Events Formula Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146

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What Are Interactions? .................................................................................................... 9

NICE Interaction Management Release 4.1 - Compliance Suite

What Are Interactions?

NICE Interaction Management Release 4.1 - Compliance Suite

Folders Quick Query pane Results pane

The Interactions window is divided into the following areas:

NICE Interaction Management Release 4.1 - Compliance Suite

What Tasks Can be Performed in the Folders pane?

In the Folders pane, you can:

NICE Interaction Management Release 4.1 - Compliance Suite

Quick Query Pane

You can view additional query criteria by clicking Advanced Query .

What Tasks Can be Performed in the Quick Query pane?

In the Quick Query pane, you can:

NICE Interaction Management Release 4.1 - Compliance Suite

NICE Interaction Management Release 4.1 - Compliance Suite

To view the details of an interaction:

View a preview of the stages in the interaction.

NICE Interaction Management Release 4.1 - Compliance Suite

View comments and add new comments.

View details of the participants in the interaction.

View details of the recordings in the interaction.

View details of a transcribed call.

Displays a list of exceptions that occurred during the interaction, or while

NICE Interaction Management Release 4.1 - Compliance Suite

The Table view displays the following information:

The columns display details about the interaction.

NOTE: In an internal interaction consisting of two traders as participants, the trader

The Graph view displays the following information:

NICE Interaction Management Release 4.1 - Compliance Suite

Running Queries to Find Interactions

What Kind of Queries Can You Run?

You can run existing queries or create new queries.

NICE Interaction Management Release 4.1 - Compliance Suite

To run an advanced query to find interactions:

NICE Interaction Management Release 4.1 - Compliance Suite

Click to save the query without running it.

NICE Interaction Management Release 4.1 - Compliance Suite

What Query Criteria Can I Define to Find Interactions?

Date/Time General Find interactions that took place within the

Duration General Find interactions that lasted longer than

User Flag General Find interactions marked with red flags.

NICE Interaction Management Release 4.1 - Compliance Suite

Traders/groups Traders Find interactions handled by traders in the

Trader Properties Traders Find interactions handled by traders using

Trader Job Properties Traders Find interactions handled by traders from

Phone Properties CTI Information Find interactions with a VDN of 9999.

Device Types CTI Information Find interactions handled by Speakers

Interaction Properties Interaction Find interactions from a mobile phone

Category Details Investigation Find interactions that were derived from

Based on comments or Business Data Find interactions with the comment