There are several different types of comments in ACE Recording, one specified in ACE Agent, and two entered in NICE Perform® applications.
- ACE Comments
- The comments entered in ACE Agent’s contact data window can be seen in the search result tables in NICE Engage®, the Business Analyzer and Monitor tabs, in a column with the ACE Comment header.
- Nice Comments
- The following two types of comments are collectively called Nice Comments:
- Those written per call file via the Comments tab in Business Analyzer, is seen in Business Analyzer, in the search result column with the Nice Comments header, and under the Comments tab.
- Those entered via NICE Player® (Annotations). There you can enter multiple brief comments during the playing of a recorded call. These comments are then seen both in Business Analyzer, in a search result column with the Nice Comments header, and as “pins” when the call file is opened in NICE Player®. See Add a comment to a recording using NICE Player®.
- Those written per call file via the Comments tab in Business Analyzer, is seen in Business Analyzer, in the search result column with the Nice Comments header, and under the Comments tab.
To search for call files having comments made via Business Analyzer or labels made in a recorded file via NICE Player®, you can use Advanced Query. See Advanced Query - Create your own search criteria, the Business Data and Free Expressions headers.