Latest revision as of 13:20, May 22, 2018

Enabling the Interactions Search view

In Workspace Web Edition, you can enable the Interactions Search view. When enabled, the agent can select Interactions Search from the main menu and then use a variety of advanced search controls to locate the interactions that they want to view. The search returns a maximum of 100 results.

Start

Activate the Interaction Search view. See privilege.contact.can-search-all-interactions.
Enable advanced searching. See privilege.contact.can-advanced-search-all-interactions.
Enable the filtering of interactions. See privilege.contact.can-filter-all-interactions.
Define the list of attributes that the agent can select in the Quick Search view. See contact.all-interactions-quick-search-attributes.
Define the list of attributes that the agent can select in the Advanced Search view. See contact.history-search-attributes.
Define the list of search types that the agent can use to define a date range for the search. See contact.date-search-types.
Define the columns displayed in the returned search results. See contact.all-interactions-displayed-columns.
Specify which interaction types (channels) are included in the Interaction Search view list of interactions. See contact.history.media-filters.

End

Advanced Search

The standard search enables you to search for interactions by status, subject, start date, end date, contact first name, and contact last name. You can expand the capabilities of the advanced search by enabling agents to search for interactions based on the attributes listed in the Searchable Attributes table. You specify these criteria by using the contact.history-search-attributes option.

**Searchable attributes**
Attribute Name	Attribute Display Name	Comments
BccAddresses	Bcc Address	All types of email addresses
CcAddresses	Cc Address	All types of email addresses
ContactId	Contact	Name of a contact (Team Communicator is presented to select the contact)
EndDate	End Date	Date
EstablishedDate	Established Date	Date
FromAddress	From Address
FromPersonal	From Personal Part
Id	Interaction ID
Mailbox	Source mailbox
OwnerId	Processed By	Name of the agent. Team communicator is presented to select the agent
PhoneNumber	Phone Number
ReleasedDate	Released Date
ReplyToAddress	Reply-To Address
SentDate	Sent Date
StartDate	Start Date
Status	Status	To be selected among: All, InProgress, Done
Subject	Subject
SubtypeId	Interaction Sub-Type
Text	Interaction Text	Search in the body of the interaction (email (PlainText or HTML), chat (transcript)).
TheComment	Notes	Contains the note associated with the interaction
ToAddresses	To Address
TypeId	Interaction Type

Case Sensitivity

Search is case insensitive. TEST, tESt, test, and teST are all considered identical.

Phrase Search

Searches are Starts With searches unless quotation marks are used. When quotation marks are used, Workspace employs an Exact search.

If an agent encloses a phrase in quotation marks, search results return only matches for the exact phrase.

Without quotation marks around a phrase, each word is searched for independently, and results are returned for all interactions that contain all the strings that start with the specified words. If not all of the phrase strings are found in an interaction, it will not be included in the search results.

Custom Attributes

You can define a search based on custom attributes. Custom attribute search employs an Exact Match strategy. Workspace can search on either the Display name or the Attribute name.

To use a custom attribute, in the Interaction Attributes business attribute, define a new business attribute value where:

Name = <Name of the custom attribute>
Display Name = The name displayed in Workspace

Custom Attribute searches can either be presented as a text field where the agent must enter the exact search string to find a match, or you can configure Workspace to display a drop-down menu of search options so that agents do not have to type in the display name.

WWE 852 Custom Search Drop-Down Sample.png

To do this:

Define a business attribute with a name = <Name of the custom attribute> (for example, "hobby") that corresponds to an Interaction Attribute value
Assign as the business attribute values the list of options and display names that will be displayed in the combo box for that attribute. For example:
- Name = Baseball
  Display Name = Baseball
- Name = Books
  Display Name = Books
- Name = Cinema
  Display Name = Cinema
- Name = DIY
  Display Name = Do It Yourself
- Name = Sailing
  Display Name = Sailing
- Name = Sports
  Display Name = Sports

@@ Line 13: / Line 13: @@
 #Specify which interaction types (channels) are included in the '''Interaction Search''' view list of interactions. See {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:contact-history-media-filters}}.
 '''End'''
-{{Chgbar_open}}
 ==Advanced Search==
 The standard search enables you to search for interactions by status, subject, start date, end date, contact first name, and contact last name. You can expand the capabilities of the advanced search by enabling agents to search for interactions based on the attributes listed in the '''Searchable Attributes''' table. You specify these criteria by using the {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:contact-history-search-attributes}} option.
@@ Line 26: / Line 25: @@
 | BccAddresses
 | Bcc Address
-| All type of e-mail address
+| All types of email addresses
 |-
 | CcAddresses
 | Cc Address
-| All type of e-mail address
+| All types of email addresses
 |-
 | ContactId
@@ Line 72: / Line 71: @@
 |
 |-
-ReplyToAddress
+| ReplyToAddress
 | Reply-To Address
 |
@@ Line 98: / Line 97: @@
 |Text
 | Interaction Text
-| Search in the body of the interaction (email (PlainText or HTML), chat (transcript))
+| Search in the body of the interaction (email (PlainText or HTML), chat (transcript)).
 |-
 | TheComment
@@ Line 114: / Line 113: @@
 |}
-===Special Attribute===
+===Case Sensitivity===
-Text is a special attribute among the list of searchable attributes
+Search is case insensitive. TEST, tESt, test, and teST are all considered identical.
+===Phrase Search===
+Searches are ''Starts With'' searches unless quotation marks are used. When quotation marks are used, Workspace employs an ''Exact'' search.
-This attribute is used to search among StructuredText or Text
+If an agent encloses a phrase in quotation marks, search results return only matches for the exact phrase.
-Name of the attribute is Text
+Without quotation marks around a phrase, each word is searched for independently, and results are returned for all interactions that contain ''all the strings'' that start with the specified words. If not all of the phrase strings are found in an interaction, it will not be included in the search results.
-On WWE, we display it as Interaction Text
+===Custom Attributes===
-It searchs for the searched string either in Text or in StructuredText interaction attribute
+You can define a search based on custom attributes. Custom attribute search employs an ''Exact Match'' strategy. Workspace can search on either the Display name or the Attribute name.
-Case Sensitivity
-Search is case insensitive
-If I search for all the interactions with subject = tESt, the search will return interactions with:
+To use a custom attribute, in the Interaction Attributes business attribute, define a new business attribute value where:
-Subject = TEST
+* <tt>Name</tt> = &lt;Name of the custom attribute&gt;
-Subject = test
+* <tt>Display Name</tt> = The name displayed in Workspace
-Subject = teST
-Search on a sentence
-It's now possible to make a search on a sentence, rather than a Starts With search on a word.
-For this, you should use " " in your search
+Custom Attribute searches can either be presented as a text field where the agent must enter the exact search string to find a match, or you can configure Workspace to display a drop-down menu of search options so that agents do not have to type in the display name.
-For example, if I have an interaction with a subject = TEST EMAIL HTML SEARCH
+[[File:WWE_852_Custom_Search_Drop-Down_Sample.png|link=]]
-File:WWE_AdvancedSearchSubjectWithSeveralWords.png
+To do this:
+<ol>
-If I make a search like this:
+<li>Define a business attribute with a name = &lt;Name of the custom attribute&gt; (for example, "hobby") that corresponds to an Interaction Attribute value</li>
+<li>Assign as the business attribute values the list of options and display names that will be displayed in the combo box for that attribute. For example:
-Subject = TEST SEA
+<ul>
-It will find my interaction because the search will search for all interactions in which the subject contains a word starting with TEST and another word starting with SEA
+<li>Name = Baseball<br>Display Name = Baseball
+</li>
-But, If I make a search like this:
+<li>Name = Books<br>Display Name = Books
+</li>
-Subject = "TEST SEA"
+<li>Name = Cinema<br>Display Name = Cinema
-It will not find my interaction because it will search for all interactions in which the subject = "TEST SEA" (which could be preceded with a blank and followed with a blank with extra text before and after)
+</li>
+<li>Name = DIY<br>Display Name = Do It Yourself
-If I search for
+</li>
+<li>Name = Sailing<br>Display Name = Sailing
-Subject = "TEST SEARCH"
+</li>
-the returned interactions are all the ones containing exactly the TEST SEARCH File:WWE_AdvancedSearchSubjectWithSeveralWordsSearchWithDoubleQuote.png
+<li>Name = Sports<br>Display Name = Sports
+</li>
-Search on custom attributes
+</ul>
-For custom attributes, due to UCS limitation on how the custom attributes are stored in database, the search is not a 'Starts With' search but a 'Equals' search. The search is the same as what is described in Search on a sentence
+</li>
+</ol>
-Display Name
-For a custom attribute, the information displayed in WWE for this attribute could be a display name, and not the attribute name
-For this, you should define, in the Interaction Attributes business attribute, a new business attribute value with:
-Name = <Name of the custom attribute>
-Display Name = The display name that will be displayed in WWE
-Possibility to show a combobox to select the value
-By default, a search on a custom attribute requires the agent to fill the text to be searched.
-As the search in a custom attribute is a 'Equal' search, it could be convenient to show to the agent a list of possible values for this attribute search
-File:WWE_AdvancedSearchCustomAttributeSelect.png
-To get this, you should define a new business attribute with:
-Name = <Name of the custom attribute>
-Display Name = It doesn't matter
-And, in this business attribute, you will define as business attribute values the list of values to be presented on WWE side.
-The name of the business attribute value is what will be sent to UCS for search
-The display name of the business attribute value is what will be displayed in the combo in WWE
-{{Chgbar_close}}
 [[Category:V:HTCC:8.5.2DRAFT]]

Latest revision as of 13:20, May 22, 2018

Enabling the Interactions Search view

Advanced Search

Case Sensitivity

Phrase Search

Custom Attributes

Contact

Genesys

Customer Care

Legal