Viewing Contact Records

A tenant administrator can search for and export contact records of the current tenant space to learn about the working status of agents.

Prerequisites

To display contact record fields that are not displayed by default after the tenant is created, see the configuration at Configuring Contact Record Data Items.

Procedure

Set search criteria to search for contact records based on the criteria.

Figure 1 Contact page (when Indicates whether to set the call reason for customer contact. is set to No)

Figure 2 Contact page (when Indicates whether to set the call reason for customer contact. is set to Yes)

**Table 1** GUI elements on the Contact page
Element	Type	Description
1 Day	Drop-down list and calendar component	Time when a contact record is generated. Search criterion. Value options: 1 Day 3 Days 7 Days 31 Days 90 Days Customization Default value: 1 Day NOTE: The maximum time span for searching for contact records is determined by the Time Span for Contact Record Query parameter.
Contact number	Text box	Calling number, called number, or handled number. Search criterion. This parameter is used for exact search. Only contact records whose numbers are the same as the entered number are displayed.
Data scope	Drop-down list	Data scope of contact records. Search criterion. Value options: Personal Data Organization Data This parameter is not displayed when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No and the permissions to search for all contact records, to view all organization data, and to edit all organization data are not granted.
Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. You can click to clear the field. You can select Include Sub-Organizations to search for the contact records of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. This parameter is not displayed when the data scope is set to Personal Data. Value options: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: If the permission to search for all contact records is granted or the permissions to view all organization data and to edit all organization data are granted, Unorganized and all OUs are available. If the permissions to search for all contact records, to view all organization data, and to edit all organization data are not granted: If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs are available. This parameter is not displayed when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No.
More	Button	Expand advanced search criteria.
	Button	Search for data based on search criteria again and refresh data on the page.
	Button	Create an export task. NOTE: Whether this button is displayed is determined by the Contact Record Export permission. Agents without this permission cannot export contact records. By default, a tenant administrator has this permission.
	Button	View export tasks. NOTE: Whether this button is displayed is determined by the Contact Record Export permission. Agents without this permission cannot view export tasks. By default, a tenant administrator has this permission.
Call Type	Drop-down list	Call type. Search criterion. Value options: Outgoing Call Incoming Call Predicted outbound call Preview outgoing call Preempted outbound call ITA bidirectional call Fixed Outbound Call Double call Collaborative call Click-to-dial Intelligent Robot Outbound Call Offline Queue Call
Media Type	Drop-down list	Media type. Search criterion. Value options: Voice Video Multimedia
Skill Queue	Drop-down list	Skill queue. Search criterion.
Satisfaction Evaluation	Drop-down list	Satisfaction level. Search criterion. Value options: Very dissatisfied Dissatisfied General Satisfied Very satisfied Not evaluated Evaluation failed NOTE: Satisfaction levels can be customized. For details, see Configuring Satisfaction Surveys.
Call Reason Set or Not	Drop-down list	Whether the call reason is set. Search criterion. Value options: Yes No
Account	Selection box	Business account name. Search criterion.
Employee ID	Text box	Agent ID. Search criterion.
Caller Number	Text box	Calling number. Search criterion. If the number of agents for the tenant does not exceed the value of the system parameter Maximum number of agents for fuzzy query of calling, called, and handled numbers in a tenant contact record, a fuzzy search can be performed when no record is exactly matched based on the calling number and the time range for the search does not exceed seven days.
Called Number	Text box	Called number. Search criterion. If the number of agents for the tenant does not exceed the value of the system parameter Maximum number of agents for fuzzy query of calling, called, and handled numbers in a tenant contact record, a fuzzy search can be performed when no record is exactly matched based on the called number and the time range for the search does not exceed seven days.
Handled Number	Text box	Handled number. Search criterion. If the number of agents for the tenant does not exceed the value of the system parameter Maximum number of agents for fuzzy query of calling, called, and handled numbers in a tenant contact record, a fuzzy search can be performed when no record is exactly matched based on the handled number and the time range for the search does not exceed seven days.
Customer Name	Text box	Customer name. Search criterion.
Call S/N	Text box	Call SN. Search criterion.
Call Duration Start	Text box	Minimum call duration of a contact record. Search criterion. Value range: a maximum of 6 digits Unit: second This parameter is unavailable when the time span for searching for contact records exceeds 31 days.
Call Duration End	Text box	Maximum call duration of a contact record. Search criterion. Value range: a maximum of 6 digits Unit: second This parameter is unavailable when the time span for searching for contact records exceeds 31 days.
Contact Number (Fuzzy Search)	Text box	Calling number, called number, or handled number. Search criterion. This parameter is used for fuzzy search. Contact records whose numbers contain the entered number are displayed. This parameter is unavailable when the time span for searching for contact records exceeds 31 days. This parameter is not displayed if the system parameter Whether to enable encryption for a large amount of personal data is set to Yes.
Call ID	Text box	Call ID. Search criterion.
Reset	Button	Reset search criteria.
Search	Button	Search for contact records.
Call S/N	Button	Call Serial Number is a 19-digit number randomly generated by the system. You can click a value to view the operations related to the handled number in a call, including the conversation content, call reason, contact records, and transfer records.
Customer Number	Label	Customer number.
Account	Label	Business account name.
Employee ID	Label	Agent ID.
Caller Number	Label	Calling number.
Called Number	Label	Called number.
Media Type	Label	Media type. If the media type is multimedia, the specific multimedia channel is also displayed. Value options: Voice Video Multimedia-Instagram Multimedia-Telegram Multimedia-WhatsApp Multimedia-LINE Multimedia-Email Multimedia-SMS Multimedia-X (Twitter) Multimedia-Facebook Multimedia-WeChat Multimedia-Web Multimedia-Others Channel
Call Type	Label	Call type. Value options: Outgoing Call Incoming Call Predicted outbound call Preview outgoing call Preempted outbound call ITA bidirectional call Fixed Outbound Call Double call Collaborative call Click-to-dial Intelligent Robot Outbound Call Offline Queue Call
Start Time	Label	Start time
End Time	Label	End time.
Call Duration (s)	Label	Call duration, in seconds. The call duration is the duration from the time when a call is connected to the time when the call is released. If the call duration is less than 1 second, 0 is displayed. The recording file can be played and downloaded.
Hang-up Party	Label	Hang-up party. Value options: User Agent
Skill Queue	Label	Skill queue.
Call Reason	Label	Call reason.
Call Remarks	Label	Call remarks.
Satisfaction evaluation	Label	Satisfaction level. Value options: Very dissatisfied Dissatisfied General Satisfied Very satisfied Not evaluated Evaluation failed NOTE: After the IVR voice satisfaction survey switch is turned on and a satisfaction survey IVR flow is bound, if the customer does not evaluate the service, the value is empty. After the SMS satisfaction survey switch is turned on and an SMS template is bound, if the customer does not evaluate the service, the value is empty. After the channel satisfaction survey switch is turned on, if the customer does not evaluate the service, the value is empty. If the customer is not transferred to the satisfaction survey flow, the value is empty.
Operate	Button group	Operations that can be performed. Value options: Play Download The encoding format of downloaded recording files is G711.A-law. Use a proper player to play the recording files. Process NOTE: Voice files can be played and downloaded in WAV format. When the video application mode of an agent is SFU video, the video file in the contact record generated for a video call between the agent and a customer can be played online or downloaded in MP4 format. When the video application mode of an agent is MCU video, the video file in the contact record generated for a video call between the agent and a customer can be downloaded in TS format. When Video Application Mode is set to MCU(CloudVC), an agent can download video files only after signing in. Multimedia call content can be downloaded in HTML format. The size of the downloaded file is specified by the tenant parameter Maximum size of a file for downloading multimedia files. If the size of a multimedia call content exceeds the value of this parameter, the content cannot be downloaded. After you click Play, the voice playback component is displayed above the list. This component is used to play the recording in a contact record. The Process button is displayed on the Unfinished contact tab page only when the tenant parameter Indicates whether to set the call reason for customer contact. is Yes. You are advised to use video software other than Windows Media Player to play downloaded videos. The name of a downloaded recording file is Date_Business account name_Skill queue.zip. Date indicates the time when the file is downloaded. If the agent is associated with multiple skill queues, the first skill queue is used as the value of Skill queue by default. The name of a downloaded multimedia call content file is Call SN_contactextrecord_Date.zip. The email content in the downloaded multimedia call content file cannot be viewed, and the download link cannot be clicked to download the document. If the Screen recording and screen inspection feature is enabled to automatically record agents' screen operations: After you click Play for a voice contact record, the agent's screen operation video is displayed. After you click Play for a video contact record, the Recording File Details dialog box is displayed. Then, after you click Play for the record whose Media Type is VRC, the agent's screen operation video is displayed.

Export contact records (excluding voice and video files) to the local PC in batches.
1. Click , set Data Scope and Export Field, and enter a compression password.
  - For details about the complexity requirements for the compression password, see the prompt on the page. The compression password is used to open the downloaded package.
  - The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.
  - The Compression password parameter is not displayed when the tenant parameter Specifies whether to set a password for the compressed file for exporting data is set to No.
  - The maximum number of contact records that can be exported at a time is specified by the system parameter Max. Contact Records Exported Each Time. The value ranges from 1 to 100000. The default value is 100000.
  - You can click to view the plaintext password.
2. Click to view the export tasks in the last seven days. To open a file, you need to enter the compression password set during export task creation.
Play or download the recording file of a contact record.
1. Click Play in the Operate column to play the recording file.
  - After you click Play for a voice contact record, the agent's screen operation video is displayed.
  - After you click Play for a video contact record, the Recording File Details dialog box is displayed. Then, after you click Play for the record whose Media Type is VRC, the agent's screen operation video is displayed. After you click Play for the record whose Media Type is Video, the video of the video call is displayed.
2. Click Download in the Operation column and enter the password of the compressed package to download the recording file and multimedia call content.
  
  The downloaded file contains personal data. Exercise caution when processing the exported file to prevent personal data leakage and abuse.
  
  You are advised to use video software other than Windows Media Player to play downloaded videos.
3. On the Unfinished contact tab page, click Process in the Operate column to set the call reason of the contact record.