Filter Interactions

Filter and search

You can search and filter interactions by most columns displayed in the page:

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Date – the date / time range during which the interaction started (see Filter by Date). This filter is mandatory.

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Call Status – the current status of the recording (see Filter by Call Status).

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Name – specific group names that you have configured in one of your Recording profiles or user names belonging to one these groups (see Filter by Users and Groups).

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On Behalf of – the user upon whom the call was transferred on their behalf.

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Transferred by – the number or name of the party that transferred the call to another user.

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Transferred to – the number or name of the party to whom the call is transferred.

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Direction – the direction of the call: incoming, outgoing, or none for conference calls.

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Called Party – the number or name of the party who receives the call.

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Calling Party – the number or name of the party placing the call.

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Answering Party – the name of the party who answers the call.

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Release Cause – the reason why a call was disconnected.

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Participants – the name of a participant in the call.

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Recording Type – full time, record on demand, or save on demand.

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Call Type – the type of the call or no call type.

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Transcription Status – the status of a transcription for a transcription-enabled interaction, or no transcription.

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AI Status – the status of the summary for an AI-summary-enabled interaction, or no summary.

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Tags – the tag assigned to the interaction.

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Notes – a text string (whole words) contained in notes that have been defined for an interaction.

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Original Call ID – the ID used to identify the call (also known as the 'SysCallId'). This value may be either the original call id or scenario id (Microsoft Teams).

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Media Type – audio, sharing, video, video & sharing, or no media. If you filter by sharing or video, video & sharing will be included in the results.

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Queue ID or Name – the queue ID or name of the call, if existing.

Which filters are available depends on:

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The page you are viewing (see Available Filters on Pages).

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The columns displayed on the page. You can chose to display or hide most columns (see Customize Columns). This option does not exist for the Active Calls page.

Re-use previous searches

You can save a search to use the same filters later. For details see Save a Query.

Remove filtering

To remove all filtering from the display, click the Reset Search button.