Migrated Interactions: Search and Playback

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Use Migrated Interactions in the Interactions application to search for migrated interactions and play them back.

This feature is available if you have the Migrated Interactions Upload license, and Search & Playback > Search > Search migrated interactions permissions.

Currently, only voice recordings are supported.

For more information, see Migrated Calls.

Search by Defining a Query

  1. Click the app selector and select Interactions.

  2. Select the Migrated Interactions tab.

  3. Use the Start Time criteria to define a time range for the segment you are searching for (mandatory).

  4. You can add additional criteria to refine the search.

  5. Click Search. Matching interactions are displayed in the search results table.

  • Agent Name

  • ANI/From

  • Channel

  • Direction

  • DNIS/To

  • Duration

  • Master Contact

  • Segment ID

  • Start Time

  • Team

What Can You See in the Migrated Interactions Search Results?

Column Description

Agent name

The name of the agent as specified in the CXone employee account.

Channel

The type of interaction. Currently, only voice recordings are supported.

Direction

Icons that show if the segment is incoming, outgoing, or internal.

Duration

The length of the interaction.

Master Contact

The master or parent ID of the contactClosed The person interacting with an agent, IVR, or bot in your contact center. in CXone. The contact can contain one or more related segments.

Segment ID

The unique ID of the segment.

Source

The source of the recording. Currently, only recordings from an external source are supported.

Start time

The time the segment starts.

Team

The agent's team name.

ANI/FROM

Automatic Number Identification. Identifies the telephone number of the caller.

DNIS/TO

Dialed Number Identification Service. Identifies the telephone number dialed by the caller.

Retrieving Migrated Interactions from Long-Term Storage

By default, migrated recordings are stored in long-term storage. To access these files, you need to retrieve them. See Retrieve Files from Long-Term Storage.

Playing Migrated Interactions

To play back a migrated interaction, click PlayScreenshot of the play contact icon at the end of the interaction row. The Player opens in a separate window. If the migrated interaction files are in long-term storage, you are prompted to retrieve them.

Use the Player control bar to:

  • Adjust the playback to focus on parts of the interaction.

    For example, play part of the recorded segment in a loop to confirm what was in the call. Click Loop Screenshot of the loop button once to mark the beginning of the loop and a second time to mark the end of the loop. Then click Play. Click Loop Screenshot of the loop button a third time to clear it.

  • Skip silent parts of the recording by clicking .

  • Skip forward or back in the recording.

  • Adjust playback speed.

  • Add an annotation to an interaction.

    Click Add annotationScreenshot of the add annotation button. You can create public or private annotations. You can also view public annotations added by other users. Permissions are required to use annotations.

To view a migrated interaction's details in the Player, click Actions Screenshot of the Actions button and select View recording and details.

Downloading Migrated Interaction Recording Files

You can download recording files from the Action Screenshot of the action button menu by clicking Voice only.

The filename is formatted as CXone recording_{agent name}_{call start time}[UTC]_{id}.mp4. Note that the date in the filename is in UTC, unlike the Player, which is displayed in your local time zone.