​We have recently deployed Interaction Analyzer and the reports seem limited in the ability to group or analyze data. The Keyword hit report parameters are: Keyword Set Name, Keyword Category Name, Workgroup queue - but there is no option for individual ... More

​Today I use the Record File tool to record the answers to questions asked of the caller like Name, phone number, Insurance agent and so on. I am being asked to add the questions being asked to the recording. I am currently looping through the playing ... More

I am creating new versions of multiple questionaires because I can't edit a published one.  This means created version numbers and I would like to organize into active/archive but I can't create sub folders or move from one folder to another. Also, there ... More

Hi There! My organization is looking to update some of our self service pieces. With the work that our agents do our self service is truly just an update to the caller of the status of their account. The caller must have a reference ID in order to use ... More

This is true not only for the GET item itself, but for any foreign configuration item references.  There doesn't seem to be a reason for this, and it's a big problem when trying to replicate data from one server to another.  Can anyone shed any light ... More