Find contacts

You can find contacts within your scope by using one or more filters. For example, you can use filters to find all contacts handled by a specific person or recorded within a specific date range. The Filters icon (top left of the page) lists the number of filters you are currently using.

Each filter has at least one criterion. For example, the Evaluator Name filter has two criteria: First Name and Last Name. To appear in the filter results, a contact must meet all the criteria of every filter you use. For available filters and their criteria, see Filter descriptions.

Prerequisites

You have the View Contacts permission.
You have recordings within your scope.
Some filters require specific permissions. See Filter descriptions for more information.
Some filters require Workforce Optimization Analytics. See Filter descriptions for more information.

Page location

Interactions

Procedures

Filter contacts

Click the Filter list icon (top left of the page). The Filters panel opens to show either the last filters you used or the default filter set.

The table below shows the default filter set. To load this set at any time, click Reset.

Filter	Criteria
Date Range	Past Month
Organization	Group: All Team: All Agent: All (active agents)
Search Scope	All Evaluations

Click Add Filter. The Choose Filters dialog box opens.
Click a filter in the Available column to add it, or click a filter in the Selected column to remove it.

NOTE You must include at least one of the following required filters: Contact ID, Date Range, or Specific Date. If your filter set includes only one required filter, you cannot remove that required filter unless you add a second required filter.
Click Update Filters. The Choose Filters dialog box closes.
Click each filter and choose its criteria.
Click Apply. Recordings that meet all of the criteria in the filter set display. The Filter Contacts Snapshot (top right of the page) updates with average talk time (ATT) for the displayed recordings. ATT is the average time it took an agent to handle a call. Talk time begins when an agent answers a call and ends when the agent disconnects or transfers it, including hold time.

Save a filter set

A group of filters and criteria that you use together is called a “filter set.” You can save a filter set and use it again later.

Filter contacts to choose the filters and criteria you want to save (see Filter contacts for details).
Click the Save icon . The Save Filter Set dialog box opens.
Enter a name for the filter set in the New Filter Set Name field.
Click Save. The Save Filter Set dialog box closes, and the name appears in the Filter Set drop-down list.

Use a saved filter set

Click the Filter list icon (top left of the page). The Filters panel opens.
Select the filter set from the Filter Set drop-down list. The filters and criteria for the set display.
Click Apply. Recordings that meet all of the criteria in the filter set display.

Edit a saved filter set

Select the filter set from the Filter Set drop-down list.
Edit the filter set.
Click Apply.
Click the Save icon. The Save Filter Set dialog box opens.
Select Overwrite Filter Set. The filter set’s name appears in the Existing Filter Set drop-down list.
Click Save. The Save Filter Set dialog box closes.

Change the date format

By default, Workforce Optimization displays dates in MM/DD/YYYY format.

Click your name in the upper right corner of the page.
Select Select Language. The Select Language window opens.

Select one of the following languages:

To see dates in this format:	Select one of these languages:
MM/DD/YYYY	English
DD/MM/YYYY	English (UK & AUS) French (France) Spanish Portuguese (Portugal) Portuguese (Brazil) Italian
YYYY-MM-DD	Swedish French (Canada)
DD.MM.YYYY	Finnish Norwegian Danish German Polish
YYYY/MM/DD	Japanese Chinese (Traditional) Chinese (Simplified)
DD-MM-YYYY	Dutch
YYYY.MM.DD	Korean

Click Change Language. The Select Language window closes.
Refresh the page. The date format changes based on the language you selected.

Filter descriptions

The following table describes filters and their criteria.

NOTE

You can use wildcards in the criteria for several filters. Combine a wildcard with at least one letter or number.

The * wildcard represents any number of characters. For example, if you enter 612* as a criterion for the Phone Number filter, you filter all phone numbers that begin with 612 but contain any number of characters afterward.
The ? wildcard represents one character. For example, if you enter 612555???? as a criterion for the Phone Number filter, you filter all phone numbers that contain ten characters and begin with 612555.

Filter	Description
Approved By	Filters contacts by the name of the person who approved their evaluations. You can use wildcards. This filter is available if you have the View Evaluator Detail permission.
Associated Contact ID	Filters contacts by their associated contact ID. You can use wildcards.
Calibrated	Filters contacts on their marked-for-calibration status. Select one of the following criteria: Yes—The contacts have been marked for calibration. No—The contacts have not been marked for calibration.
Contact Content	Filters contacts based on the types of content that they contain. Select one or more of the criteria. This filter shows you all contacts that have the content types you select, not contacts that have only these content types. NOTE One of the criteria is Has Transcription. The number of calls you see using this criterion might vary from the number of calls you see in an Analytics dashboard that uses the Transcribed Call Count data set, for a variety of reasons: QM data and Analytics data update at different times. QM marks a call with Has Transcription if a transcription file for the call is uploaded, but Analytics marks a call as transcribed after the call has been indexed. Indexing happens after the transcription file is uploaded, so reports on transcribed calls might show a higher number in QM than in Analytics if indexing has not happened yet. QM and Analytics could have different retention policies.
Contact ID	Filters contacts by their unique ID. You must enter the exact ID of the contact that you want to find. You cannot use wildcards.
Contact Type	Filters contacts by the contact type. Select one of the following criteria: Call—A contact with a call recording. Non-Call—A contact without a call recording that someone created by clicking Create Contact on the Interactions page. Screen Only—A screen recording contact without call recording. E-mail—An email contact without call recording. This contact type appears only when your organization uses both Quality Management and Analytics. Text—Depending on how your organization imports written contacts into Workforce Optimization, this could include emails, chat messages, or other text contacts. Chat—A written contact that happened within your organization’s chat program. This can be with a human agent or with a chat bot. SMS—A written contact that happened within your organization’s text-messaging program.
Custom Data	Filters contacts whose custom metadata meet the criteria you specify. The criteria available depend on the type of custom metadata. You cannot use a wildcard as the first or last character.
Date Evaluated	Filters contacts that were evaluated within the date range you specify. Both criteria default to the current date. This filter is available if you have the View Evaluator Detail permission. NOTE If you are looking for recordings evaluated on a specific day, you might also need to search the recordings for the previous day or the next day, depending on your time zone. To calculate the Date Evaluated, Workforce Optimization uses the Universal Time Coordinated (UTC) time plus or minus an offset value associated with your time zone. For example, March 24, 2022 2:00 AM UTC converts to March 23, 2022 9:00 PM Central Daylight Time (CDT). A call evaluated late in the evening in the CDT time zone on March 23, 2022 might be filtered as a call that was evaluated on March 24, 2022.
Date Range	Filters contacts that were recorded within a predefined date range. Select one of the criteria. The default is Past Month. NOTE This filter always searches for contacts in the time zone of the capture source (for example, the Record Server or PC with Smart Desktop), even if the Display Contacts in User Time Zone check box is selected (see Configure QM global settings). NOTE The number of calls you see when using this filter might vary from the number of calls you see when using the Date Range filter in Analytics, for a variety of reasons: QM data and Analytics data update at different times. QM and Analytics could have different retention policies.
Direction	Filters contacts by their direction. Select one of the criteria.
Duration	Filters contacts whose duration is greater than, less than, or equal to the number of seconds you specify.
Email	Filters email contacts by their sender, recipient, or subject. Enter values for one or more of the criteria. These criteria are not case-sensitive. You can use wildcards. NOTE The Email filter is only available with Analytics installed.
Evaluation Form	Filters contacts by the form with which they were evaluated.
Evaluation Response	Filters contacts by the agent’s response to the evaluation. Select one or more of the following criteria: Pending Response—Agent has not yet responded. Acknowledged—Agent has acknowledged the evaluation. Appealed—Agent has appealed the evaluation.
Evaluator Name	Filters contacts by the name of the person who evaluated them. You can use wildcards. This filter is available if you have the View Evaluator Detail permission.
External Parties	(Chat and SMS contacts) Filters contacts by the identifier used by the person the agent interacted with. This identifier is usually an email address or phone number, but this varies based on the chat or messaging tool your organization uses. You can use wildcards.
Line	Filters contacts by extension.
Organization	Filters contacts by the group, team, or agent who handled them. NOTE If your organization uses QM views instead of configuring user scope via the Users page, the Organization filter works like this for users who have a QM view assigned but no assigned scope: The Group and Team drop-downs are set to All and cannot be changed. The Agent drop-down shows all agents’ names.
Phone Number	Filters conversations by phone number. The filter returns any contact whose calling number or called number matches the number you enter. You can enter the following: Specific numbers Number ranges using wildcards The * wildcard to return all contacts with a called number or a calling number The numbers cannot contain dashes or parentheses.
Predictive Evaluation Score	Filters contacts whose predictive evaluation score is greater than, less than, or equal to the number you specify. This filter is available if you have the View Analytics permission. See Configure predictions for more information about predictive scoring.
Predictive Net Promoter Score	Filters contacts whose predictive net promoter score is greater than, less than, or equal to the number you specify. This filter is available if you have the View Analytics permission. See Configure predictions for more information about predictive scoring.
Recording Flags	Filters contacts that been marked or tagged. Select one or more of the criteria. For more information about tagging contacts, see Tag a contact and Mark contacts for training or HR. NOTE To see all contacts that are marked for training across your organization, you need the View All Training Contacts permission. NOTE To see all contacts that are marked for HR across your organization, you need the View All HR Contacts permission.
Recording Type	Filters contacts by recording type.
Score	Filters contacts whose evaluation score is greater than, less than, or equal to the number you specify.
Search Scope	Filters contacts by scope. Select one of the following criteria: All Evaluations—All contacts within your scope. My Evaluations—All contacts that you have been assigned to evaluate or whose evaluations you have started or completed. My Pending Calibrations—Contacts within your scope that are marked for calibration. Root Calls—Audio root recordings. Screen root recordings are not available on the Interactions page. NOTE To view root recordings, you need the View Root Recordings permission. Recycle Bin Contacts—Contacts in the recycle bin.
Sentiment	Filters contacts by their sentiment score. Select one of the criteria. This filter is available if you have the View Analytics permission.
Specific Date	Filters contacts recorded within a specific date range. NOTE This filter always searches for contacts in the time zone of the capture source (for example, the Record Server or PC with Smart Desktop), even if the Display Contacts in User Time Zone check box is selected (see Configure QM global settings).
Speech Energy	Filters contacts by speech energy event. To filter contacts by the number of an event that they contain, select Silence Events, Talk Over Events, Pause Events, or Hold Events. To filter contacts where the duration of an event is greater than, less than, or equal to a number of seconds you specify, select Silence Duration, Talk Over Duration, Pause Duration, or Hold Duration. NOTE The Silence Events and Silence Duration criteria only return contacts that have silence event markers in the Audio panel. They do not return contacts where the audio recording is silent for other reasons (for example, because the customer is on hold or because a pause/resume event has occurred). For more information about speech energy events, see Listen to an audio contact and About silence and talk over events.
State	Filters contacts by the state of their evaluation form. Select one or more of the criteria.
Survey Name	Filters contacts by the name of their associated post-call survey.
Survey Scores	Filters contacts whose survey score is greater than, less than, or equal to the number you specify.
Text Search	Filters contacts based on the text in the contact. The text can appear in a call transcription or in the body of a text, email, chat, or SMS message. To see search results from transcripts, you need the View Speech to Text Analytics permission. A preview of your search results appears in the Text Preview column. Besides a simple text search, you can perform more complex searches by writing queries. For more information about how to write search queries, see How Text Search syntax works.
Time Range	Filters contacts that were captured within the specified time range, regardless of date. If the start time is greater than the end time, the filter applies to contacts over midnight. NOTE This filter always searches for contacts in the time zone of the capture source (for example, the Record Server or PC with Smart Desktop), even if the Display Contacts in User Time Zone check box is selected (see Configure QM global settings).
Time Zone	Filters contacts by the time zone of the capture source. NOTE This filter always searches for contacts in the time zone of the capture source (for example, the Record Server or PC with Smart Desktop), even if the Display Contacts in User Time Zone check box is selected (see Configure QM global settings).

When locating a customer conversation for evaluation, consider the following information:

An agent must be associated with a team if you want the agent’s contacts to be recorded.
An agent who is currently not on a team can search and play back their own scored recordings (and all training recordings). The cell in the Team column associated with the selected customer conversation appears blank.
If configured to, a user can search, play back, and score contacts for an agent who is not currently in a team or group. If the agent does not belong to a team or group, the cell in the Team or Group column associated with the selected customer recording appears blank.
If configured to, a user can search, play back, and score contacts for an agent who belongs to a team supervised by that user, when the team does not belong to a group. A team must be associated with a group for quality management purposes.