Interactions: Search and Playback

Use Interactions Search in the Interactions Hub application to search for interactions and play them back.

Where to search

From NiCE CXone 26.4, a new search tab called Extended Search is introduced. The Interactions page has two search tabs: Search and Extended Search. They appear side by side, and each is built for a different job.

  • Search lets you search NiCE CXone interactions from the past two years using the full set of NiCE CXone filters, categories, comments, and evaluation tools.

  • Extended Search (available only in Public Preview in 26.4) searches both Migrated interactions and NiCE CXone interactions across a date range of up to 21 years. Extended Search uses a query-based approach that lets you define filters before running the search. It supports filtering on up to 250 business data fields. In Extended Search, Migrated interactions are supported for voice interactions only, NiCE CXone interactions are supported for voice, digital, and screen recordings for interactions.

Use NiCE CXone Search tab to find interactions from the last two years and perform Quality Management (CXone) evaluations. Use Extended Search to find older or Migrated interactions, or to apply advanced business data filtering.

  SEARCH Extended Search
Best for Everyday search for interactions and QM/QMA related data. Finding older NiCE CXone interactions and migrated interactions using highly targeted queries based on a large set of filters.
How you search

Enter a date-range within the last two years and a free-text search string, and filter using facets in the filter pane.

 Build a query by defining filters first, then run the search.
Date range Up to 2 years. Start Time up to 21 years in the past, with a maximum range of 5 years per search.
Interactions covered NiCE CXone interactions. Migrated and NiCE CXone interactions.
Channels Voice, digital, and screen recordings. For Migrated interactions, voice recordings only. For NiCE CXone interactions, voice, digital, and screen recordings.
Free text search Yes, across multiple fields. No. Search on specific fields only.
Business data Allows search on text-based business data fields only. Choose from up to 250 fields. Choose from up to 250 fields, and apply up to 5 filters per query. Supports text fields and numeric comparison operators.
QM and Analytics data Yes. View scores, data and statuses, filter by them, and evaluate, calibrate, or self-assess. Sentiment and behavior metrics are available. Not available.
Playback Play a segment or the full interaction. Play a segment or the full interaction.
Saved queries, sharing, export Save queries, manage sharing and deletion, and export up to 1,500 interactions. Save queries, manage sharing and deletion, and export up to 1,500 interactions.

See the required permissions in Interactions Hub Permissions

In the results pages, you can:

Interaction types are:

  • Voice recording

  • DigitalClosed Any non-voice channel such as chat, email, SMS, work item, and messaging channels. interactions:

    • Chat, email, SMS, work item,

    • Messaging channels such as Apple Messages for Business, Custom, Facebook Messenger, LINE Messaging, Microsoft Teams, Slack, Telegram Messenger, Viber Messenger, and WhatsApp.

    • Public social channels, such as, Apple Reviews, Facebook, Google Places, Google Play, LinkedIn, and YouTube. Screen recording and Quality Management (CXone) are not available for public channels.

    Google Business Messages and WeChat are no longer supported. However, you can still play back previously recorded interactions.

    You can also find and play screen recordings of desktop activity with Screen Interaction Recording APIs when no contact is in progress.

    Supported only in CXone Interactions search.

Search by Free Text

  1. Click the app selector icon of app selector and select Interactions Hub.

  2. In the Search page, enter free text to find an interaction.

  3. Define the time range of the search.

  4. Click Search. Matching interactions are displayed in the Search Results page.

    • The search text is highlighted.

    • When there is a match for an organizational unit (OU), a yellow dot appears by the relevant agent name or team. Hover over the item to view the matching OU in the primary hierarchy path.

    In order to search on a field, you must have set the relevant column to display in the Search results. For example, to search on Skill or Team, you must have selected the Skill or Team column to display.

  • For the following fields, you can enter a part of the word or number you are searching for:

    • One character for agent name, evaluator name, or agent ID.

    • Two characters for phone number, group, team, or OU.

    • Three characters for category, email subject, or comment text.

    • Four characters for skill or disposition.

  • Search for an exact match: Put a word or phrase inside quotation marks.

  • Include all words from your search: Put AND or a space between each word you want to include.

  • Combine terms: Put OR between each word in your search.

  • Exclude words: Put NOT or a minus sign to exclude words.

  • Group terms: When using more than one type of operator, put parentheses around the words you want to group, such as AND and OR.

  • Search for wildcards or unknown words: Put an asterisk in the word or phrase to leave a placeholder.

  • Use of special characters: These characters and symbols should not appear in your search phrase unless in quotation marks:
    = & |> < { } [ ] ^ ~ ? : \ /_

A data erasure policy can anonymize data from an interaction. In these interactions, the hashtag #DataErased is added to the comment for each segment.

To find anonymized interactions, search for the hashtag #DataErased.

Run a Saved Query

Saved queries can include basic search criteria and filter selections. All saved queries appear in the Saved Queries pane on both the Interactions home page and the search results page.

To run a saved query, select a query from any section in the Saved Queries pane.

You can save, edit, and manage queries in the search results page.

Gain Insight Into Your Interactions

In the Interactions home page, you can view graphs of interactions from the last 24 hours, the last 7 days, or the last 30 days. View each graph by:

  • Channel (with or without screen recording)

  • Duration

  • Top teams or skills (only available if you don't have Interaction Analytics (CXone) or Quality Management (CXone))

  • Customer sentiments (only available if you have Interaction Analytics (CXone) or Quality Management (CXone) Advanced)

  • Top categories (only available if you have Interaction Analytics (CXone) or Quality Management (CXone) Advanced)

Click on a part of the graph to drill down to a list of those interactions.