Values

Fields and values for standard and custom metadata for individual transcripts can be viewed in four places:

Search results in the Dashboard Files View.
CSV reports created using the Dashboard Files View.
A transcript's File Details page.
A transcript's JSON output.

Note: NaN ("not a number"), +Infinity, and -Infinity values for custom metadata fields are stored as strings. Negative infinity values begin with a hyphen (-).

On the File Details page, hyphens are displayed as hash symbols (#), so -Infinity values appear as #Infinity.

Search results

Navigate to the Dashboard and select the folder whose metadata you want to view from the breadcrumb menu shown in the following example:
Use the Term dropdown to select the metadata field for the search, and enter the field values to search for in the textbox. Custom metadata field names appear at the end of the Term list, as with the agentpk and ani entries in the following example:
Files that contain metadata fields and values matching the search display with the metadata field and value listed at the bottom of each search result entry, as with the field0 entries in the following example:

CSV reports

Navigate to the Dashboard and select the folder whose metadata you want to view from the breadcrumb menu shown in the following example:
Use the Show/hide columns dropdown in the Files View to enable the metadata fields to display. The dropdown shows all standard and custom metadata fields for the selected folders, as shown in the following example:
Columns for each enabled field appear in search results and in CSV report exports. To export results for the files shown, click Export (CSV).
The Download Export CSV dialog appears, as shown in the following example:
Verify the enabled metadata fields and alter them as needed, select the file range to be included in the report, and click Generate export.

File Details page

Navigate to the File Details page of a transcript whose metadata you want to view.
The File Details page lists all file metadata, with custom fields at the end of the list, as with the agentpk and ani fields in the following example:

JSON transcript

Navigate to the File Details page of a transcript whose metadata you want to view.
Click the JSON link to download a JSON version of the transcript.

Custom metadata will appear in the client_data section of the JSON transcript. It will resemble the following example:

  "client_data": {
      "manager_name": "Melissa Thompson",
      "total_hold_time": "25",
      "skill": "0",
      ...
  }