Search for Engagement Details and Recordings

Every Oracle Live Experience engagement is logged and stored in Live Experience.

If you have the supervisor or administrator role, you can use the Live Experience Admin Console to search for engagements. Use the search parameters on the Engagement History screen to filter the list of engagements to help you find the one you're looking for.

After you find a specific engagement record, you can review the engagement details. If the engagement was recorded, you can also play back the recording.

From the Admin Console navigation menu, click Engagements.
The Engagement History page opens.
Use the Search for Engagements area to search for engagements.
1. In the search bar, search by participants or keyword.
  For the keyword search, you need to enable the Transcription feature and set up keywords in your application. See Creating Text Records of Your Engagements.
  The Engagements list updates automatically to match the search values and filters you set. If no search criteria are used, it lists all engagements.
2. Use the drop-down list in the search bar to match on ANY search terms, or ALL search terms.
3. Click Clear Search to clear the search values and filters and see all engagements.
4. Click Save Query As to save and name the current set of search values and filters so you can easily perform the same search again.
5. Click Saved Queries to view and select from your saved queries.
Use the Channels field to filter your search results by one or more channels.
Possible channel types are Chat, Video, Audio, Screen Share, Message (SMS), and ID Verification. A single engagement can include multiple types of channels. For example, if an engagement starts as an audio call and is upgraded to a video call, it is both an audio and a video engagement. The Channels filter works as an AND filter, meaning that it filters the Engagements list to match all the selected channels in the field. So, if you select Video and Audio, the search results will include engagements that are either video and audio engagements, or both.
Use the From and To fields to filter the search results by date and time.
You can set the From date, or you can set both the From and To dates.
Use the Duration slider to filter the search results by duration of the engagement.
Use the Application field to filter the search results by the application that handled the engagement.
Use the Quality field to filter the search results by the quality of the engagement, as specified by your customer.
To use this filter, you need to enable Engagement Quality Tracking. See Enable Engagement Quality Metrics.
Click the pencil icon to specify your display preferences for the Engagements list.
For example, you can specify how many results to display at a time.
Click an engagement title to open its engagement details.
From the engagement details, you can get more information about the engagement and play it back. See Engagement Details.
If the transcription feature is configured and enabled, select the engagements for which you want transcripts.
The transcription feature is enabled per application, so not all engagements are available for transcription. When you select an engagement, the Request Transcript button becomes available if enabled.