Interaction Search

The Interaction Search view is accessed from the main Function Menu under the Reporting section in your Symbee Connect Administration Portal, and provides a unified search of all incoming and outgoing interactions, including both Amazon Connect delivered contacts, and Symbee delivered tasks and interactions such as Webchat, SMS, Email, and Preview interactions.

The Interaction Search feature is optional and by default not enabled. If a message of "Interaction Search is not currently enabled" is displayed when you visit the Interaction Search page, then follow the Interaction Search Installation step-by-step guide - the one-time steps to set Interaction Search up.

Interaction Search provides the following features:

• The ability to search and view recent interaction activity based on various filter criteria, including Symbee Connect Work Codes chosen for each interaction if you have enabled and are using Work Codes
• Review and play back call recordings associated with each interaction
• Review and play back screen recordings associated with each interaction if you are using the Symbee Connect Optimize Screen Recording feature
• Download and view Email content associated with Email interactions for support, troubleshooting, and quality evaluation
• View and access Optimize Evaluations previously made against an Interaction if you are using the Symbee Connect Optimize Agent Evaluations features
• Initiate a new Optimize Evaluation for an Interaction
• The ability to export Interaction search details to a comma-separated values (.csv) file for further analysis in spreadsheet tools such as Excel or Google Sheets

Using Interaction Search

First select the date/time range to search in the Time Range section at the top of the view. Notes:

• All dates and times in the time range selector are assumed to be in your local time zone, and all dates and times displayed in results are converted and represented in your local time zone if necessary.
• Results are limited to approximately 500 entries for a specific set of criteria. If your range (and related criteria conditions - see below) result in more than the maximum allowed results entries, only the first 500 will be displayed (along with a message indicating your results were truncated). Refine your date/time range, or add further conditions to avoid this.

Then optionally use the Additional Filters section to further the limit the scope of the results returned.

Once a set of criterial is set, you can refresh the results (which will re-search for latest updates) by either re-clicking the green Search button at the top, or the circular-arrowed Refresh button in the action toolbar to the top-right of the search results table.

To add or additional columns (or hide columns) in the search results table display, use the grid Columns button in the action toolbar to the top-right of the search results table.

Use the Export to file button in the action toolbar to the top-right of the search results table to download the results to a CSV file. Note: exporting/downloading always includes all available columns, regardless of whether they are currently displayed on the view.

Upgrading to Interaction Search Version 2

The Symbee Connect Interaction Search feature was originally released in late 2022. We refer to the original release as Version 1.

Due to changes over the years in the way the data is structured, formatted, and stored (for security and privacy reasons the actual source data for searching is stored in DynamoDB in your AWS Account) and also for scalability reasons, we could not avoid reformatting the way the search data is stored in your AWS Account. This resulted in a Version 2 of Interaction Search being released in Q2 2024.

If you signed up (or had previously signed up, but installed Interaction Search) in or after Q2 2024 you will already be on Version 2 by default.

To check which version you are currently using, select Symbee Connect Integration under the Company Environment Configuration section of the main Function Menu in your Administration Portal. On the resulting Symbee Connect Integration view, expand the Interaction Search Configuration section and check the Interaction Search Version setting.