Search by Engagement Detail
Note: A more powerful and feature-rich transcript search can be performed using Transcript Query Builder (TQB: RightTouch).
Allows you to search for transcripts by specifying engagement details.
Searching for Transcripts
Note: The search operators work within the context of the Site and the Business Unit
Business Unit (BU) is data category used to define a sub-set of a client business such as sales, support, or finance. Reporting is available at the BU level.. Be sure to select the correct Business Unit for your search.
- Begin your query by entering search criteria.
- Search by Chat ID by entering the chat ID number.
- Search by engagements by entering date/time range, Business Unit, Agent Groups, Agent Name etc.
- Search by Agent Name, Business Rule, Disposition Category, or Page Name by selecting operators from the drop-down list.
- Search by Disposition Reason or Conversion Details by entering keywords.
- Click Search to start a search based on the parameters you entered. Your results will display in the Order Detail Search Results table.
- Click on a Chat ID link to display details to for the selected engagement to display Transcript Details.
- Click Export to export your search results into an Excel file.
Using Advanced Search Options
Allows you to enter criteria for transcript searches.
Note: Your user account must have Advanced Search Option credentials to access this feature.
| Field | Description |
|---|---|
| All | Agent | Customer | Select whether you want to search for agent transcripts, customer transcripts, or both. |
| Engagement Product Types | Indicate the products used for the transcript you are searching for. |
| Engagement Duration in Minutes | Enter a range of time that indicates the duration of the engagement you are searching for. |
| Escalation Notes | Enter text that is associated with the engagement you are searching for. The software will perform a text search to locate. |
| Survey Name | Survey name associated with the engagement you are searching for. |
| Survey Free-Form Answers | Enter text that is associated with the engagement you are searching for. |
| Total Agent Lines | Select the web pages on the client site that will launch this rule. If you leave this blank, the rule will apply to every web page on the site. |
| Total Customer Lines | Indicate the devices this rule will launch on. |
| Conversion Value | Enter a range that indicates the number of conversion associated with the engagement you are searching for. |
| Customer ID | Customer ID associated with the engagement. |
| Sales Qualified Period in Hours | Enter the sales qualified period The amount of time allowed for a sale to be assocated with an engagement. associated with the engagement you are searching for. |
| Add Attribute | You can use this button to add attributes to refine your search. |
| Type | Name | Value | Select an attribute type from the drop-down list. Then enter the appropriate name and value. |
