Customize Columns

You can customize the fields that show in the search results using the Select columns drop-down. You can also change their order by dragging and dropping the column titles (except for the Type column, which is fixed in the far left position). These settings are saved per user.

You can add as many columns as you like, but there will be a warning if you exceed the recommended number of columns (calculated according to your computer settings).

What Can You See in the Search Results?

Column	Description
Agent ID	The unique ID assigned to an agent. When there are multiple agents for a segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult., this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
Agent name	The name of the agent as specified in the CXone employee account. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
Agent sentiment	Agent's tone/feeling in the segment (positive, negative, mixed, neutral). Only available for users with Quality Management Advanced.
Business data fields	Custom fields that you can use to display data imported from your 3rd party systems. See Business Data.
Category	Analytics automatically identifies customer-defined or OOTB categories for segments. Only available for users with Quality Management Advanced.
Contact ID	The unique ID of the contact The complete interaction. The contact is comprised of one or more segments, such as a segment with a customer and an agent, and then a transfer to another agent., based on the ACD Call ID. The ACD Call ID depends on the ACD solution, for example, this is the same as the ACD Master Contact ID The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times..
CSAT %	The customer satisfaction (CSAT) score for the primary question in the survey. The primary question is the contact center satisfaction question. The tooltip shows the name, score, and channel for that survey. The score is unavailable if the customer didn't respond to the primary question. You can view the survey response by clicking on the CSAT % score. Only available for users with Feedback Management.
Customer info	Customer phone number or email.
Customer sentiment	Customer's tone/feeling in the segment (positive, negative, mixed, neutral). Only available for users with Quality Management Advanced.
Direction	Icons that show if the segment is incoming, outgoing, or internal.
Disposition	An agent assigns a tag with additional information about the call.
Duration	Length of the interaction.
Email subject	Subject of the email.
Evaluation score	Quality Management score for evaluation, calibration, or self-assessment An evaluation performed by the agent on their own interaction, using the evaluation form. Manager or supervisor can send one or more self assessments to agents..
Organization info	Inbound segment: phone number or email the customer contacted. Outbound segment: this field is not used.
Recording alerts	Recording alerts include: ScreenAgent error—There are multiple reasons, such as the agent doesn't have ScreenAgent NICE ScreenAgent is a service that runs on agent desktops that require screen recording. installed, or there's an error with ScreenAgent. See Resolve ScreenAgent Issues. Audio not available: incomplete audio data—Audio isn't available for this interaction (incomplete audio data). Contact NICE CXone support. Audio not available: missing audio packets—Audio isn't available for this interaction (missing audio packets). Contact NICE CXone support. System error—General error. Contact NICE inContact support. Call too short—Call is less than 4 seconds so cannot be recorded. Masking failed—Failed to mask recording. You can play back the recording to check if there is any sensitive data. To delete the recording, click Action and select Delete Recordings. Recording stopped on demand—Recording stopped by the user. Pending deletion—A request was submitted to delete the voice and screen recordings for this segment. Check the Activity Audit Report for more information. Once the recordings are deleted, only metadata and any transcripts will be available for this segment. Recordings deleted—Voice and screen recordings were deleted by a user. Check the Activity Audit Report for more information. Only metadata and any transcripts are available for this segment.
Segment ID	The unique ID of the segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult..
Skills	A classification assigned to agents in the ACD, based on abilities, specialties, and knowledge.
Start time	Time the segment starts.
Team name	Agent's team name. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
Type	There are icons for interaction type: voice, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., Apple Business Chat, Chat, Custom, Email, Facebook Messenger, Google Business Messenger, LINE Messaging, Microsoft Teams, Slack, SMS, Telegram Messenger, Twitter Direct Messages, Viber Messenger, WhatsApp, Work Item, and screen recording. In addition, there are icons for recordings that cannot be played back: Voice not set to record—Audio was not set to record according to the recording policies. Only metadata is available for this segment. Voice recording failed—Only metadata is available for this segment. Look in the recording alert column for the reason voice wasn't recorded. Screen recording failed—Voice may be available for this segment. Look in the recording alert column for the reason screen wasn't recorded. Recordings deleted—Voice and screen recordings were deleted by a user. Check the Activity Audit Report for more information. Only metadata is available for this segment.