Using Contact Center Search: How to Access and Make the Most of It

Contact Center Search is one of the most powerful tools in the Contivio Admin Portal, yet it's often underutilized. This guide walks through how to access Contact Center Search, key use cases, and tips for getting the most out of it.

What Is Contact Center Search?

Contact Center Search gives you granular, historical visibility into every call, message, or interaction in your contact center. Think of it as your source of truth for investigating activity beyond real-time analytics or summary reports.

How to Access Contact Center Search

1. Log in to the Contivio Admin Portal.

2. Navigate to Analytics & Reports.

3. Select Contact Center Search.

   
   
   

Common Use Cases

1. Investigating Dropped or Abandoned Calls

If you notice drop-offs in real-time dashboards or summary reports:

• Go to Contact Center Search

• Use a user-defined time filter

• Look for calls with results like:

  • IVR Abandoned

  • Queue Timeout

  • Offer Timeout

    

You’ll be able to see:

• IVR Duration (how long the caller listened to the menu)

• Queue Duration (how long they waited)

• Ring Duration (how long it rang to an agent)

• Final outcome (e.g., no answer, voicemail, abandoned)

2. Reviewing Agent Activity

Need to understand a specific agent’s performance or activity?

• Filter by time period

• Search by agent name or ID

• Use media type filter (e.g., Voice only, exclude SMS)

• Optionally filter by direction: Inbound or Outbound

Use this to:

• Audit call handling

• Listen to long or unusual calls

• Investigate missed calls or voicemails

3. Drilling into Specific Call Details

When you need to investigate a call in more detail:

In Contact Center Search

1. Use filters (date, queue, agent, etc.) to locate the call.

2. Copy the Call ID from the search results.

3. Review call-specific details available in Contact Center Search, including:

   • Call flow path

   • Agent assignment

   • IVR and queue durations

   • Whether voicemail or callback was offered/accepted

In the CRM (e.g., NetSuite)

1. Paste the Call ID into your CRM search.

2. Open the linked CRM record for that call.

3. Review customer-related information such as account history, case notes, or sales opportunities.

4. Comparing Agent Availability vs Missed Calls

If calls aren’t being picked up:

• Cross-reference Contact Center Search with:

  • Agent Availability Chart

  • Daily Agent Activities Report

This helps determine:

• Were agents available at the time?

• Did calls go unanswered due to lack of availability?

• Should call routing or queue timeouts be adjusted?
  
  

💡 Tips for Using Contact Center Search Effectively

• Avoid over-filtering: Too many filters can hide results (e.g., filtering by dispositions may exclude calls without a disposition).

• Use time-based filtering first, then apply additional filters as needed.

• Call IDs are unique and can be used to cross-reference with NetSuite if integrated.

• Look for repeating call records with the same Call ID—this often indicates transfers or multiple attempts.

✅ When to Use Contact Center Search