Customize Columns

You can customize the fields that show in the search results using the Select columns drop-down. You can also change their order by dragging and dropping the column titles (except for the Type column, which is fixed in the far left position). These settings are saved per user.

You can add as many columns as you like, but there will be a warning if you exceed the recommended number of columns (calculated according to your computer settings).

What Can You See in the Search Results?

Column	Description
Agent ID	The unique ID assigned to an agent. When there are multiple agents for a segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult., this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
Agent name	The name of the agent as specified in the CXone employee account. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
Agent sentiment	Agent's overall mood in the segment detected from words or phrases (positive, negative, mixed, neutral). Only available for users with CXone Quality Management Advanced.
Behavioral Metrics	These columns are grouped together under the Behavioral Metrics section: Acknowledge loyalty Actively listening Be empathetic Build rapport Demonstrate ownership Effective questioning Inappropriate action Promote self-service Set expectations Behavior scores are displayed as icons. Tooltips display the score as a percentage. See Agent Behavior Insights Report. Only available for users with CXone Quality Management Premium.
Business data fields	Custom fields that you can use to display data imported from your third party systems. See Business Data.
Category	Analytics automatically identifies customer-defined or OOTB categories for segments. See Category Manager. Only available for users with CXone Quality Management Advanced.
Contact	A unique numerical identifier assigned to each segment. The contact number is only displayed for new segments.
Master Contact	The master or parent ID of the contact The person interacting with an agent, IVR, or bot in your contact center.. The contact can contain one or more related segments. This column was previously named Contact ID.
CSAT %	The customer satisfaction (CSAT) score for the primary question in the survey. The primary question is the contact center satisfaction question. The tooltip shows the name, score, and channel for that survey. The score is unavailable if the customer didn't respond to the primary question. You can view the survey response by clicking on the CSAT % score. Only available for users with Feedback Management.
Customer info	Customer phone number or email. For voice calls: Inbound segment: ANI is displayed. Outbound segment: The dialed number is displayed with a preceding backslash (\).
Customer sentiment	Customer's overall mood in the segment detected from words or phrases (positive, negative, mixed, neutral). Only available for users with CXone Quality Management Advanced.
Direction	Icons that show if the segment is incoming, outgoing, or internal.
Disposition	An agent assigns a tag with additional information about the call. See Manage Dispositions. Dispositions are displayed only when there is an agent in the interaction.
Duration	Length of the interaction.
Email subject	Subject of the email.
Enlighten sentiment Overall mood for a segment generated by Enlighten. The rating is based on a predictive net promoter score (very positive, positive, neutral, negative, or very negative).	Customer sentiment generated by Enlighten based on a predictive net promoter score (strongly positive, moderately positive, neutral, moderately negative, or strongly negative). Only available for users with CXone Quality Management Advanced. This feature is currently in controlled release (CR).
Evaluation score	The CXone Quality Management score of an evaluation, calibration, or self-assessment An evaluation performed by the agent on their own interaction, using the evaluation form. Manager or supervisor can send one or more self assessments to agents.. See CXone Quality Management. When there's no score, an icon displays the evaluation status. Hover over the icon to display more information about the evaluation. To access an evaluation form that is not in Appealed status, click its score. (You must be assigned to the appropriate Evaluation view.) Evaluations are available only for segments with CXone agent participation. Evaluations are not available for off-platform segments and IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. segments. Only available for users with a CXone Quality Management license and the View evaluations > Scores permission.
Evaluator	The name of the user assigned to a standard or collaborative evaluation for the interaction. Multiple evaluators can be assigned. Evaluator names are displayed for new evaluations. Only available for users with a CXone Quality Management license and the View evaluations > Evaluators permission.
External Segment ID	The ID of a segment as defined in the external source of the recording. Available for users with CXone AppLink.
External Contact ID	The ID of a contact as defined in the external source of the recording. Available for users with CXone AppLink.
Group	The name of the agent's group. When an agent belongs to more than one group or when there are multiple agents in the call, the names of all the corresponding groups are displayed. The tooltip for each group displays the agent that belongs to it.
Hold Count	The number of times the caller is put on hold during the voice call segment.
Hold Time	The total amount of time the caller spends on hold during the voice call segment.
Organization info	Inbound segment: phone number or email the customer contacted. Outbound segment: this field is not used.
Recording alerts	Recording alerts include: ScreenAgent error: There are multiple reasons, such as the agent doesn't have ScreenAgent NICE ScreenAgent is a service that runs on agent desktops that require screen recording. installed, or there's an error with ScreenAgent. See Resolve ScreenAgent Issues . No connection to media server: No recording. There was a problem with the media server. There can be multiple reasons. The error description for the recording alert provides more detailed information. Voice recorder could not record call: No recording. There was a problem with the voice recorder. There can be multiple reasons. The error description for the recording alert provides more detailed information. Audio not available: incomplete audio data: Audio isn't available for this interaction (incomplete audio data). Contact NICE CXone support. Audio not available: missing audio packets: Audio isn't available for this interaction (missing audio packets). Contact NICE CXone support. System error: Recording did not start or another general error. Contact NICE CXone support. Call too short: Call is less than 4 seconds so cannot be recorded. Masking failed: Failed to mask recording. You can play back the recording to check if there is any sensitive data. To delete the recording, click Action and select Delete Recordings. Recording stopped on demand: Recording stopped by the user. Pending deletion: A request was submitted to delete the voice and screen recordings for this segment. Check the Activity Audit Report for more information. Once the recordings are deleted, only metadata and any transcripts will be available for this segment. Recordings deleted: Voice and screen recordings were deleted by a user. Check the Activity Audit Report for more information. Only metadata and any transcripts are available for this segment.
Segment ID	The unique ID of the segment.
Skills	A classification assigned to agents in the ACD, based on abilities, specialties, and knowledge. See Manage Skills. Skills are displayed only when there is an agent in the interaction.
Source	The source of the recording: CXone, CXone Multi-ACD (CXone Open), or an external source (CXone AppLink).
Start time	Time the segment starts.
Team	Agent's team name. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
Type	Information about the type of interaction: Icons indicate the type of interaction: voice, chat, email, SMS, work item, and messaging channels. A screen recording icon indicates that the screen was set to be recorded. is displayed for each segment that is part of a complex call with multiple segments. Icons for voice and screen recordings indicate when they cannot be played back: Voice not set to record: Audio was not set to record according to the recording policies. Only metadata is available for this segment. Voice recording failed: Only metadata is available for this segment. Look in the recording alert column for the reason voice wasn't recorded. Screen recording failed: Voice may be available for this segment. Look in the recording alert column for the reason screen wasn't recorded. Voice recording deleted: Voice recording was permanently deleted. Check the Activity Audit Report for more information. Only metadata is available for this segment. Screen recording deleted: Screen recording was permanently deleted. Check the Activity Audit Report for more information. Only metadata is available for this segment. Voice recording moved to long-term storage: Voice recording was moved to long-term storage. Only metadata is accessible for this segment. Screen recording moved to long-term storage: Screen recording was moved to long-term storage. Only metadata is accessible for this segment. Voice recording moved to secure access storage: Voice recording was moved to Secure Access Storage (SEA). Only metadata is accessible for this segment. Screen recording moved to secure access storage: Screen recording was moved to Secure Access Storage (SEA). Only metadata is accessible for this segment. You can view life-cycle management information for recorded media. Hover over the segment's media type icon. The tooltip displays the media state and retention dates for screen and voice recordings (including IVR calls). Life-cycle management information is not displayed for digital segments.