Search an interaction's transcript
- Enter your search term in the Search field.
- Keyword matches will appear on the interaction's timeline as yellow dots (see the example below where "listen" returned three results).
a) Result arrows – use the arrows to view the next and previous match in the interaction's text transcript.
b) Hide/show keywords – when the Keywords option is checked, they are shown on the timeline. Uncheck the option to hide the keywords.
c) Keyword match – click the keyword to begin listening to a call interaction from that point.
d) View keyword in transcript – hover over the keyword match to see this button, then click the button to automatically scroll down to this spot in the interaction's text transcript.