Documentation:HTCC:IWWDep:InteractionsSearch:8.5.2DRAFT

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

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

End

Additional information relative to search operation List of possible Interaction Attributes to be searched for Here is the list of Interaction Attributes that could be defined to be searched for in Agent Interaction History:

Searchable attributes Attribute Name Attribute Display Name Comments BccAddresses Bcc Address All type of e-mail address CcAddresses Cc Address All type of e-mail address 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 Special Attribute Text is a special attribute among the list of searchable attributes

This attribute is used to search among StructuredText or Text

Name of the attribute is Text On WWE, we display it as Interaction Text It searchs for the searched string either in Text or in StructuredText interaction attribute Case Sensitivity Search is case insensitive

If I search for all the interactions with subject = tESt, the search will return interactions with:

Subject = TEST Subject = test 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

For example, if I have an interaction with a subject = TEST EMAIL HTML SEARCH

File:WWE_AdvancedSearchSubjectWithSeveralWords.png

If I make a search like this:

Subject = TEST SEA 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

But, If I make a search like this:

Subject = "TEST SEA" 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)

If I search for

Subject = "TEST SEARCH" the returned interactions are all the ones containing exactly the TEST SEARCH File:WWE_AdvancedSearchSubjectWithSeveralWordsSearchWithDoubleQuote.png

Search on custom attributes 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

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