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The NICE Query application enables the user to search the NiceLog System for recorded calls according to search criteria that the user specifies.
Calls are recorded in segments. Each segment can contain voice recordings, screen recordings, or both voice and screen recordings. The NiceCLS Server unites segments which occurred during a single telephone connection to make a complete call. A complete call can be comprised of voice, screen, or voice and screen segments.
NiceLog Loggers store voice recordings. At this level, the recordings can only be identified by the channels on which they were recorded.
NiceScreen Loggers store recorded screens. There must be a NiceCLS Server the organizations NICE System in order to use NiceScreen Loggers. Screen recordings can be identified either by the channel on which they were recorded or by the agent who logged on to the recorded workstation.
The NiceCLS Server stores information about each call, such as start time, stop time, location of the recording (logger or archived media), and the agent who participated in the call or whose computer screens were recorded. The NiceCLS Server allows the user to search for, and locate calls according to the agent who participated in them and to access complete calls in addition to segments.
In a Loggers-only environment, only call segments are available and the user can only search for calls according to the channel on which they were recorded, not by the agent who participated in them.
To play recordings, the call segments must be located on a NiceLog Logger's hard disk (for voice recordings) or on a NiceScreen Logger's hard disk (for screen recordings).
IMPORTANT All procedures require proper authorization and privileges to the relevant NiceLog and NiceScreen Loggers, and to the NiceCLS Calls database.
For more details please click here
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