7.2.2.1 Searching for Calls
(Video instructions available: Searching for Calls)
There are several ways to search for a call from the Explore tab including:
- Date
- Agent name
- Consortia
- Call type (inbound or outbound)
- Phone number of the caller
- ConnectionID
- Number of segments
- Call duration
Select Reset at any time to clear all the search criteria.
Search by Date
To search by date, select a date range from the drop-down menu menu in the Date Range section.
Choose Custom to display From and To fields and enter your own range of dates and times.
Search by Agent Name
To search by agent name, select a name from a consortium folder in the Agents & Workgroups section. Multiple agents can be selected one-by-one, as a consortium, or as multiple consortia.
Search by Call Type
To search by the inbound or outbound call type, select callType from the Name drop-down menu in the Metadata section.
Then select Values and enter either Inbound or Outbound.
Search by Caller Phone Number
To search by the caller's phone number, select ani from the Name drop-down menu in the Metadata section.
Then select Values and enter the phone number. Be sure to add +1 at the start of the phone number. For example: +16081234567.
Search by ConnectionID
To search by ConnectionID, select ConnectionID from the Name drop-down menu in the Metadata section.
Then select Values and copy and paste the ConnectionID.
Search by Number of Segments
To search by number of call segments, select More than, Less than, or Between from the Segments section drop-down menu. Then enter the number of segments in the Segments field.
Examples of call segments include ATS signature and call transfers.
Search by Call Duration
To search by call duration, select More than, Less than, or Between from the Duration drop-down menu in the Interaction Properties section. Then enter the number of seconds in the Secs field.
This page last updated in Release Number: 23-02
Release Date: 7/20/2023
Effective Date: 7/20/2023