From the main menu bar, click Session Search.
The Session Search page allows users to search past communication sessions, listen to recordings, read chat transcripts, and more.
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.
The Select an item drop-down menu allows the user to search through call notes and extra items.
Click an ID in the Session ID column to view details for that session.
Figure 1 Session Search Results
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
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.
Figure 5 Chat Transcript page
The Messages tab displays e-mail messages for the selected session (Figure 6).
Figure 6 Messages page
The Related Sessions tab contains information on sessions related to the selected session (Figure 7).
Figure 7 Related Sessions page