Extended Search

Extended Search includes capabilities that go beyond those available in Search, providing broader search coverage, more flexible filtering, and access to historical interaction data. The following capabilities are unique to Extended Search:

• Broader interaction coverage: Search and play back Migrated and CXone interactions.

• Query builder experience: Build your search by defining filters before running the query, rather than refining results with facets after the search is complete. This provides greater control over search criteria from the start.

• Extended date range: Search across your organization's full interaction history, beyond the standard two-year search window available in Search Interactions.

• Granular business data filtering: Filter on up to 250 individual business data fields, with support for text, numeric, date, and Boolean values. Numeric fields support comparison operators such as greater than, less than, greater than or equal to, and less than or equal to, in addition to standard matching operators. Search Interactions supports filtering on a predefined subset of business data fields only.

• Enhanced playback for migrated interactions: Retrieve migrated recordings from long-term storage on demand and, for supported migrated calls, play back interactions that use complex call identifiers.

The following capabilities already exist in Search Interactions for CXone interactions and are now available for Migrated interactions through Extended Search:

• Saved queries: Save searches as private or public queries, mark favorites, and share queries with other users.

• Export enhancements: Export up to 1,500 interactions from search results to CSV or Excel format.

Viewing Migrated Interactions requires you to have the Migrated Interactions Upload license, and Search & Playback > Search > Search migrated interactions permissions. By default, migrated recordings are stored in long-term storage. To access these files, you need to retrieve them. See Retrieving Migrated Interactions from Long-Term Storage. For more information, see Migrated Calls.

Search by Defining a Query

1. Click the app selector and select Interactions.

2. Select the Extended Search tab.

3. Use the Start Time criteria to define a time range for the segment you are searching for (mandatory).

   The Start Time must be within the past 21 years, and the Date Range selected cannot be more than 5 years.

4. You can add additional criteria to refine the search.

5. Click Search. Matching interactions are displayed in the search results table.

Save and Manage Queries

After running a search, you can save the search with selected filters as a query. You can save it as a private query for your use only, or as a public query that everyone can use.

• You need the Create/Edit/Delete Public Queries permission to save and manage public queries.

• All saved queries appear in the Saved Queries pane on the Migrated Interactions home page and on the search results page. There are separate sections for Public Queries and My Queries (private queries).

• You can save as many queries as you want.

  Extended Search only displays and manages queries that were created and saved in the Extended Search tab. Queries saved in Search are managed separately and are available only in the Search tab

In the Saved Queries pane, you can:

• Mark often-used queries as favorites. Click the Favorites icon by the query name. The query will then also appear under the My Favorites section. The icon by the query name shows whether the favorite query is public or private.

• Share a query with others. Choose Share from the Actions menu by the query. Recipients get an email and in-app notification you've shared a query with them. They can choose to save it for themselves.

• Rename and delete saved queries from the Actions menu by the query.

The Saved Queries pane reloads at the start of your session and whenever you refresh the page.

To save a query:

1. Run a search and select filters. You can filter on up to 5 unique filter fields per query. The Business Data fields support their own filters including text, numeric, date, and Boolean values. Numeric fields support comparison operators such as greater than, less than, greater than or equal to, and less than or equal to, in addition to standard matching operators.

2. In the search bar at the top of the search results page, click Save.

3. In the Query Name field, enter a name for the query.

4. Select whether the time frame is dynamic or fixed:

   • Dynamic date range is relative to when you run the query, for example, the last two days.

   • Fixed date range uses the exact dates of the query, for example, December 2-3.

5. Select whether to save the query as My query, for your use only, or as Public query, for all users.

   The saved query appears under the corresponding section in the Saved Queries pane.

You can edit a saved query on the search results page:

• Change search parameters in the search bar at the top of the page.

• Change filter selections in the Filters pane.

You can save the changes to the same query or save them as a new public or private query.

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 landing page and the Extended 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.

Customize the Search Results Fields

You can customize the fields that show in the search results.

• Use the Select columns drop-down.

  You can add as many columns as you like. A warning appears if you exceed the recommended number of columns (calculated according to your computer settings).

• Change the order of columns by dragging and dropping the column titles.

Display settings are saved per user.

What Can You See in the Extended Search Results?

Column	Description
Agent name	The name of the agent as specified in the NiCE CXone employee account.
ANI/FROM	Automatic Number Identification. Identifies the telephone number of the caller.
Business Data fields	Custom fields that you can use to display data imported from your third party systems, see Business Data. These fields will appear in the criteria search, and can be further filtered by the Operators (Equals, Starts with, Ends with and Contains) available in the dropdown. Business Data criteria must be 3 characters or longer.
Channel	The type of interaction. Currently, only voice recordings are supported.
DNIS/TO	Dialed Number Identification Service. Identifies the telephone number dialed by the caller.
Direction	Icons that show if the segment is incoming, outgoing, or internal.
Duration	The length of the interaction.
External Contact ID	The ID of a contact as defined in the external source of the recording. Available for users with Recording AppLink.
External Segment ID	The ID of a segment as defined in the external source of the recording. Available for users with Recording AppLink
Interaction ID	The unique ID (UUID) for the interaction. When multiple segments across multiple channels are associated with a single interaction, the segments can have the same Interaction ID. The Interaction ID is not the Segment ID, Contact ID, or Master Contact ID.
Litigation Hold	Litigation Hold Indicates whether an interaction is under litigation hold.
Master Contact	The master or parent ID of the contact The person interacting with an agent, IVR, or bot in your contact center. in NiCE CXone. The contact can contain one or more related segments.
Segment ID	The unique ID of the segment.
Source	The source of the recording. Currently, recordings from NICE Engage, NIM4.1, and external sources are supported.
Start time	The time the segment starts.
Team	The agent's team name.

Retrieving Migrated Interactions from Long-Term Storage

By default, Migrated recordings are stored in long-term storage. To access these files, you need to retrieve them. See Retrieve Files from Long-Term Storage.

You can retrieve recording files for a segment in the search results table. The retrieved files temporarily move back into active storage.

File retrieval is a billable service. Retrieved files accrue applicable charges while in active storage. In your retrieval request, you must specify the date when the retrieved files return to long-term storage.

Required permissions: Long-term File Retrieval > Create

To retrieve recording files from long-term storage:

1. In the search results table, find the segment to retrieve.

2. Select Retrieve from the segment's Action menu, or from the prompt that appears when you click Play.

   The New Media Retrieval Request displays the segment's Master Contact ID, the number of segments in the master contact, and the start date of the recordings.

3. Select the file type to retrieve—Voice.

4. Set the date to return the files to long-term storage.

5. Review the number of files and total file size of the retrieval request, then click the Acknowledge check box.

6. Click Retrieve to submit the retrieval request.

You can track the retrieval request on the Migrated Interactions page. The media state tooltip for the segment indicates when the state is Pending Retrieval, Retrieved from Long-term Storage, or Returned to Long-term Storage. Use the Media State filter to view segments with the Retrieved or Pending Retrieval states.

Retrieval activity is logged in the Activity Audit report. and is also shown in the Cloud Storage > Long-Term File Retrieval page. You can cancel file retrieval requests that have yet to start processing.

Playing Interactions

To play back a migrated interaction, click Play at the end of the interaction row or click to open the Player menu options, and you can select Play Segment or Play Interaction. The Player opens in a separate window. If the migrated interaction files are in long-term storage, you are prompted to retrieve them.

Use the Player control bar to:

• Adjust the playback to focus on parts of the interaction.

  For example, play part of the recorded segment in a loop to confirm what was in the call. Click Loop once to mark the beginning of the loop and a second time to mark the end of the loop. Then click Play. Click Loop a third time to clear it.

• Skip silent parts of the recording by clicking .

• Skip forward or back in the recording.

• Adjust playback speed.

• Add an annotation to an interaction.

  Click Add annotation. You can create public or private annotations. You can also view public annotations added by other users. Permissions are required to use annotations.

To view an interaction's details in the Player, click Actions and select View recording and details.

For more details about the Player, see View and Play Interactions.

Export Search Results

You can export up to 1500 interactions from search results to a CSV file or to an Excel file.

On the search results page, click and select to either:

• Export all fields - Exports all available data fields from Interactions Search, regardless of the columns displayed in the search grid, or

• Export selected fields. - Exports the results displaying in the Interactions Search grid. The interactions are exported in the order that they appear in the results table and include the displayed interaction information.

The Type column displays the channel and state of the recorded media. For example:

• All times are adjusted for UTC.

• All duration times are in seconds.

• Comments are not exported.

• The Play column contains the location of the media. In an Excel file, the location is displayed as a link. Click Play to access the media.

Share Recorded Segments

To share a recorded segment, click Action   and choose the user to share the interaction with. The user receives an in-app notification and an email that you have shared the interaction with them.

Delete Recordings

You can delete voice and screen recordings for an interaction. For example, if there was a PCI violation and the recordings need to be removed.

Click Action and select Delete Recordings.