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Session Search

From the main menu bar, click Session Search.

Purpose

The Session Search page allows users to search past communication sessions, listen to recordings, read chat transcripts, and more.

Actions

Search Past Sessions

Search and sort past sessions using the search fields and column heading arrows (Figure 1). Search for past sessions by date range, queue name, extra item name, responding agent, modality, final session status, recording or note attachments, call disposition and sub-disposition, and more.

To search for a specific session, enter the session ID in the quick search box.
The Select an item drop-down menu allows the user to search through call notes and extra items.
IVR abandons appear in Session Search when filtering by customer phone number.

Click an ID in the Session ID column to view details for that session.

Figure 1 Session Search Results

Details

The Details tab contains the customer ID, customer name, session status, duration of IM (if applicable), duration of call, SIP URI, call start time, associated queue, agent name, and information on whether or not the call was escalated.

The agent has 30 minutes after the call completes to change and set the call disposition and sub-disposition. Enter call notes in the Call Notes box and click Save to finalize (Figure 2).

Figure 2 Call Details page

Diagnostics

The Diagnostics tab contains diagnostic information on status and events history, agent participants, and IVR path for the selected session (Figure 3).

Figure 3 Call Diagnostics page

Recordings, Transcripts, Messages

Depending on the modality of the session, a Recordings, Transcript, and/or Messages tab displays here.

The Recordings tab displays existing recordings for the selected session (Figure 4). Recordings may be played or downloaded by the agent who took the call or agents with appropriate permissions.

Figure 4 Call Recordings page

The Transcript tab displays IM transcripts for the selected session (Figure 5).

To send a transcript to an email target, enter an email address in the field and then click Send Transcript.

Transcripts can also be sent to an email target via the Clarity Connect Console after a session has ended. If an agent does this, the transcript can only be resent via the Session Search page to the original email target.

 

Figure 5 Chat Transcript page

The Messages tab displays e-mail messages for the selected session (Figure 6).

Figure 6 Messages page

Related Sessions

The Related Sessions tab contains information on sessions related to the selected session (Figure 7).

Figure 7 Related Sessions page