Search Voicelogs

In "Search" tab of Voicelogs, you can search for the required voicelogs.

Click "Search" button on the top right corner. It shows a pop-up.

Figure: Voicelog Search

This section contains the following options. You have to provide the inputs for these fields to search the voicelogs.

1. (Mandatory) Contact Center ID: In case of Centralized ART in a Multi-tenant Setup, you can provide the ID of Ameyo Setup through which the calls were made. However, this field remain disabled in case of Single Tenant Setup.
2. (Mandatory) Contact Center Name: In case of Centralized ART in a Multi-tenant Setup, you can provide the name of Ameyo Setup through which the calls were made. However, this field remain disabled in case of Single Tenant Setup.
3. (Optional) From Date: Perform the following steps to select "From Date".

   1. Click "From Date" textbox to show the calendar.

      

      Figure: Select Start Date in Calendar

   2. You can select the date in the calendar. You can click icon or icon to browse through months to select a date.

   3. You can click icon to show the time calendar.

      

      Figure: Select Start Time in Calendar

      You can click icon or icon to select the hours and minutes. You can also click an hour or a minute to see their values in the calendar and select as per requirement.

   4. Anywhere in Date Calendar or Time Calendar, you can click icon to select the current date and time as Start Date.

   5. You can also manually type the date and time in the field.

4. (Optional) End Date: You have to perform the same steps to select "End Date", which you have performed to select "From Date".
5. (Optional, but Required) Campaign: Select the Campaigns of which voicelogs you want to search. It will show the campaigns created in the selected Contact Center.
6. (Optional) Queue: The queues available in the selected campaign will be listed here. Select the queue of which voicelogs you want to search.
7. (Optional) Users: The users staffed to the selected campaign or queue will be listed here. Select the users of which voicelogs you want to search. It will show the users assigned to the selected campaigns.
8. (Optional) System Disposition: It lets you search for the voicelogs created for those tickets, which has been closed in the selected system dispositions.
9. (Optional) User Disposition: It lets you search for the voicelogs created for those tickets, which has been closed in the selected user dispositions.
10. (Optional) Lead: It lets you search for the voicelogs created for the selected leads.

You can click "Advanced" link to use the following advanced options for search.

Figure: Advanced Search Options

1. Talk Time <: It lets you search for the voicelogs of which duration is less than the provided value.
2. Talk Time >: It lets you search for the voicelogs of which duration is more than the provided value.
3. Customer ID: It lets you search for the voicelogs of a particular customer ID.
4. Status: It lets you search for the voicelogs of those cases, which are marked with the selected status.
5. Phone Number: It lets you search for the voicelogs for the provided phone number.
6. Last Error Reason: It lets you search for the voicelogs of those cases, which are marked with the selected last error reason. By default it contains the following options.
   • Conversion Error
   • Raw Fetch Error
   • System Error
7. Call ID: It lets you search for the voicelogs for the selected call ID.
8. Attribute-based Options: If table definition fields are mapped to be filterable in "Table Mapping" at System-level and if the filterable fields are assigned to the selected campaigns, then you can use that filtrable field to search the voicelogs based upon the customer attributes.

   You can select an attribute (filterable value), its operator, and provide its value. Refer to the following screenshot.

   

   Figure: Filled Search Box

Provide the inputs for the required and mandatory fields.

Figure: Sample Inputs

Click "Serach" button at the bottom of pop-up to search for the voicelogs.

You have to click "Search" button on top right corner again to hide the search pop-up.

You can perform the following operations here.

• Play the Voicelog: For a voiclog in the table, click icon to play a vocielog. It shows the following pop-up.

  

  Figure: Playing Voicelog

  You can hover the mouse over "speaker" icon to adjust the volume or mute. You can click anywhere in the screen (except pop-up) or "Close" button on pop-up to close the voicelog play.
• Download a Voicelog: For a voicelog, click icon to download a voicelog. The file download option depends upon the Web browser. If "Ask where to save each before downloading" or similar option is not selected in Browser Settings, then the voicelog file will be downloaded automatically with the default name at the default download location. If this option is checked, then the following dialog box is displayed on the screen.

  

  Figure: Download Voicelog

  Select the location where you want to save the voicelog file. You can change the default name of voicelog file in "File_name" textbox. Click "Save" to save the voicelog file.
• Download Selected Voicelogs: Select the voicelogs in the table and click "Download Selected" button. It shows a pop-up on the screen.

  

  Figure: Download Selected Voicelogs

  The file download option depends upon the Web browser. If "Ask where to save each before downloading" or similar option is not selected in Browser Settings, then the download of these files will be started with the default name automatically with the default name at the default download location. If this option is checked, then the following dialog box is displayed on the screen.

  

  Figure: Download File

  Select the location where you want to save the voicelog file. You can change the default name of voicelog file in "File_name" textbox. Click "Save" to save the voicelog files.
• Download All Voicelogs: Click "Download All" button on the top right corner of the page to download all voicelogs that apepar in the search result. It shows the following pop-up.

  

  Figure: Pop-up to show that downloading has been started

  The file download option depends upon the Web browser. If "Ask where to save each before downloading" or similar option is not selected in Browser Settings, then the download of these files will be started with the default name automatically with the default name at the default download location. If this option is checked, then the following dialog box is displayed on the screen.

  

  Figure: Download File

  Select the location where you want to save the voicelog file. You can change the default name of voicelog file in "File_name" textbox. Click "Save" to save the voicelog files.

Click "Download Selected" to download the selected voicelogs, whereas you can click "Download All" to download all the displayed voicelogs.

Add Job

If you are using "Advanced" options to search for the voicelogs, then this may take considerable amount of time. While the search is going on , the user cannot perform any other action. In such cases, you can click "Add Job" butotn to create a Search Job to search for the voicelogs. Clicking it shows the following pop-up.

Figure: Add Job

Provide a name for the new Search Job and click "Add". You can click "Applied Filters" section to expand it for viewing the filters that you have selected above.

Figure: All Filters while adding Job

A notification will also be displayed when the search job is completed. The user can click this notification to reach at the page showing the search results. This feature reduces the load on the system. Five Search Jobs can run consecutively at a time.