Finding and viewing call details

This  function allows you to easily locate a particular call, and view its properties. Once you have found the call, you can right-click it and select call details... to view detailed information about the call.

You can search for calls within the following contexts:

• globally (in the extra tab of the ribbon, select find call);

• for an agent (right-click the agent, and click find call);

• for an outbound group (right-click the group, and click find call);

• on a sample list (right-click the list, and click find call).

The following dialog appears:

Enter your search criteria. For example, to search for calls where the speaking time was greater than 5 minutes, you would set up the following criterion:

You can combine several search criteria if you wish. See also: find calls fields.

Note that the first criterion is always fixed, specifying the item you were searching on (a sample list, agent or group). If you do not add any other criterion, then all calls for this sample list, agent or group will be found (subject to the maximum number of results option; see below).

To add a field to your search criteria, simply click in the parameter column. To remove a criterion, hold the mouse pointer at the left-most edge of the left-hand column, and click .

To change the value in any column, click in that column and select or type the new value.

Click find to search for the calls matching your criteria. If any are found, they are displayed at the bottom of the dialog. You can sort the list by clicking the appropriate column header; click the column header again to reverse the sort order. An arrow in the header indicates the sort direction.

In the left-hand column, you can select either include if (the default) or exclude if. These determine whether calls which meet the criterion are included in or excluded from your search:

• Include if: Calls which meet the criterion are included in the results. For example:
  Include if Speaking time higher than 5
  will return a list of calls where the speaking time duration was greater than 5 minutes.

• Exclude if: Calls which meet the criterion are included in the results. For example:
  Exclude if Speaking time higher than 5
  will return a list of calls where the speaking time duration was less than or equal to 5 minutes.

The condition column allows you to specify how your value (entered in the value column) will be compared to the information in the database of calls.

• After: For date/time fields. Searches for calls that took place after the specified date and time.

• Equals: For numeric fields; checks that your search criterion's value is exactly equal to that recorded for the call (e.g. a call duration).

• Lower than: For numeric fields; searches for calls where the value is lower than the one you enter here (e.g. a call duration).

• Higher than: For numeric fields; searches for calls where the value is greater than the one you enter here (e.g. a call duration).

• In: For sample lists, agents, groups, tasks, inbound, inbound groups and outbound groups. Allows you to specify the exact agents, groups, etc. that will be searched for.

• Contains: For alpha-numeric fields; searches for calls where the selected field contains the characters you enter.

• Begins with: For alpha-numeric fields; searches for calls where the selected field starts with the characters you enter.

• Ends with: For alpha-numeric fields; searches for calls where the selected field ends with the characters you enter.

Combining similar criteria

A record is included in the results only if all the 'include if' conditions are met. However, if you specify more than one similar condition (where only the value differs), then they are all included. This allows you to do searches that are true if one of several criteria are met (e.g. to find records with names starting with a or b). For example:

To find all records with names starting with 'a' or 'b', AND country 15, you would enter the following search criteria:

• include if Name starts with 'a'

• include if Name starts with 'b'

• include if Country = 5

Context menu

The context (right-click) menu gives you access to the following features:

• Call details...: Displays details of the call. This displays almost all the available call information, including the agent location and machine name, with shortcuts to the task and agent properties, and immediate access to find contact and the ability to modify the interview data.
  

• Auto clear: If selected, this option causes the list to be cleared when you perform a new search (i.e. when you change the search criteria and click find).

• Clear now: Clears the list of found calls.

• Copy: Copies the entire list to the clipboard.

• Print: Prints the list of found calls.