Hi Martin
It's my understanding based on a case I raised that this content search is for
finding interactions based on transcription content - via the Performance\Content menu and filters. If you turn off that option my guess is you can't search for particular calls based on the content of the transcript. But you would (again based on the response I got) still be able to search
within an interaction to find where in the call a certain word(s) was/were spoken.
I haven't seen anything to indicate you'd be able to control the searchability period. I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 06-10-2021 13:33
From: Martin Bunting
Subject: Transcription
I am looking for clarification with a selection with Transcription.
Transcript Content Search: If enabled this allows for the transcript to be searched for the last 35 days. What if this is disabled. Is all Content search disabled, or you can search longer than 35 days? It would be nice to be able to set the limits for searchability, e.g. 1 month, 3 months, 1 year etc.
#QualityManagement
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Martin Bunting
i3Vision Technologies Inc.
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