Searching for Engagement Details and Recordings

Every Oracle Live Experience engagement is logged and stored in Live Experience. Learn how to search for engagements so you can review the engagement details or replay the audio or video recording.

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

Once you've found a specific engagement record, you can review its engagement details. If the engagement was recorded, then you can play back the recording.

The following graphic describes, with callouts, the interface where you can search for engagements and review their details.

  1. To open the Engagement History page, from the Admin Console navigation menu, click Engagements.

  2. Use the Search for Engagements area to search for engagements. In the search bar, search by participants or keyword.

    For keyword search, you need to enable the Transcription feature and set up keywords in your application. See Create Text Records of Your Engagements for more info.

    The Engagement list (12) updates automatically to match the search values and filters you set.

  3. Use the combo box at the end of the search bar to match on ANY search terms, or ALL search terms.

  4. Clear the search values and filters. The Engagements list (12) updates to show all engagements.

  5. Save the current set of search values and filters by giving it a name so that you can quickly and easily perform the same search again.

  6. See a list of your saved queries. Click on a query name to run that search.

  7. Filter the search results by one or more channels. The possible channel types are Chat, Video, Audio, Screen Share, Message (SMS), and ID Verification.

    One 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 counts as both an audio and a video engagement.

    The Channels filter works as an AND filter, meaning that it filters the Engagements list (12) to match all the selected channels in the field. So, if you select Video and Audio, the search results will include engagements that count as both video and audio engagements.

  8. Filter the search results by date and time. You can set just the From date, or you can set the From and To date.

  9. Filter the search results by duration of the engagement. Adjust the slider from the left or from the right.

  10. Filter the search results by the application that handled the engagement.

  11. 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.

  12. The Engagements list lists all engagements that match the search and filter criteria. If no search criteria exists, then it lists all engagements.

  13. 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.

  14. Page through the search results that match the criteria you've specified.

  15. If you've configured and enabled the transcription feature, you can request a transcript of selected engagements. See Create Text Records of Your Engagements.

    The Request Transcript button becomes available if you select an engagement (see 17).

  16. Click on the 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.

  17. If you've configured and enabled the transcription feature, checkboxes appear next to engagements that are available for transcription. The transcription feature is enabled per application. So not all engagements will be able to be transcribed. When you select a checkbox, the Request Transcript button (15) becomes available.