Hi All,

In Interaction Recorder is there a way to create new column's to be viewed, like you can for Workgroups queues in ICBM? I know there is a show/hide section with pre-defined columns and would like to add a column to it.

If that isn't possible is there a way to have it configured in the filters? I looked through all the filters under the search configuration and didn't see anything referencing the Duration or connected time, only the recording length which includes the IVR portion of the call

What my goal is, is to have the Duration Value found on the Participant data tab of Media Details, show as a column. We have moved into recording our IVR, but has posed a problem in which we want to review calls that were connected to an agent for 10 mins or more and can't base that upon the recording length, which is a column.


Thank you

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------
​​

An option would be to set an attribute at call disconnect in a handler with a value based on if the connected duration of the call was longer than 10 minutes, and then store that attribute to the recording.  You can then query based on recording attribute.

------------------------------
Aaron Lael
State of Utah
------------------------------

Original Message:
Sent: 07-12-2018 17:44
From: Scott Williams
Subject: Interaction Recorder - Add Columns

Hi All,

In Interaction Recorder is there a way to create new column's to be viewed, like you can for Workgroups queues in ICBM? I know there is a show/hide section with pre-defined columns and would like to add a column to it.

If that isn't possible is there a way to have it configured in the filters? I looked through all the filters under the search configuration and didn't see anything referencing the Duration or connected time, only the recording length which includes the IVR portion of the call

What my goal is, is to have the Duration Value found on the Participant data tab of Media Details, show as a column. We have moved into recording our IVR, but has posed a problem in which we want to review calls that were connected to an agent for 10 mins or more and can't base that upon the recording length, which is a column.

Thank you

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Thanks for the suggestion Aaron, but was hoping this could be accomplished without having to code it in a handler

Its perplexing to me that the information already on the recording isn't a searchable Value.  It looks like we if had the Interaction recorder extreme Query license, we would be able to use Duration as a search field, but then we loose many of the other search options.....*sigh*

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Original Message:
Sent: 07-12-2018 17:52
From: Aaron Lael
Subject: Interaction Recorder - Add Columns

An option would be to set an attribute at call disconnect in a handler with a value based on if the connected duration of the call was longer than 10 minutes, and then store that attribute to the recording.  You can then query based on recording attribute.

------------------------------
Aaron Lael
State of Utah

Original Message:
Sent: 07-12-2018 17:44
From: Scott Williams
Subject: Interaction Recorder - Add Columns

Hi All,

In Interaction Recorder is there a way to create new column's to be viewed, like you can for Workgroups queues in ICBM? I know there is a show/hide section with pre-defined columns and would like to add a column to it.

If that isn't possible is there a way to have it configured in the filters? I looked through all the filters under the search configuration and didn't see anything referencing the Duration or connected time, only the recording length which includes the IVR portion of the call

What my goal is, is to have the Duration Value found on the Participant data tab of Media Details, show as a column. We have moved into recording our IVR, but has posed a problem in which we want to review calls that were connected to an agent for 10 mins or more and can't base that upon the recording length, which is a column.

Thank you

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Not sure if this will help but if you go to Business Manager > Interaction Details you can do a search based on a number of different criteria and then sort by Connected Duration.  It looks as though this does not count IVR time but does include After Call Work.  Our QA team uses this to find calls over 15 minutes so they can evaluate them.

Thanks,
Andrew

------------------------------
Andrew Wooster
Genesco Inc.
------------------------------

Original Message:
Sent: 07-13-2018 09:45
From: Scott Williams
Subject: Interaction Recorder - Add Columns

Thanks for the suggestion Aaron, but was hoping this could be accomplished without having to code it in a handler

Its perplexing to me that the information already on the recording isn't a searchable Value.  It looks like we if had the Interaction recorder extreme Query license, we would be able to use Duration as a search field, but then we loose many of the other search options.....*sigh*

------------------------------
Scott Williams
Missouri Higher Education Loan Authority

Original Message:
Sent: 07-12-2018 17:52
From: Aaron Lael
Subject: Interaction Recorder - Add Columns

An option would be to set an attribute at call disconnect in a handler with a value based on if the connected duration of the call was longer than 10 minutes, and then store that attribute to the recording.  You can then query based on recording attribute.

------------------------------
Aaron Lael
State of Utah

Original Message:
Sent: 07-12-2018 17:44
From: Scott Williams
Subject: Interaction Recorder - Add Columns

Hi All,

In Interaction Recorder is there a way to create new column's to be viewed, like you can for Workgroups queues in ICBM? I know there is a show/hide section with pre-defined columns and would like to add a column to it.

If that isn't possible is there a way to have it configured in the filters? I looked through all the filters under the search configuration and didn't see anything referencing the Duration or connected time, only the recording length which includes the IVR portion of the call

What my goal is, is to have the Duration Value found on the Participant data tab of Media Details, show as a column. We have moved into recording our IVR, but has posed a problem in which we want to review calls that were connected to an agent for 10 mins or more and can't base that upon the recording length, which is a column.

Thank you

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------