Revision as of 14:15, April 3, 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.

ReplyToAddress

**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
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)). Refer to The Text Attribute.
TheComment	Notes	Contains the note associated with the interaction
ToAddresses	To Address
TypeId	Interaction Type

The Text Attribute

When the Text attribute is specified, the Advanced Search feature searches in both Text (for example plain text formatted emails) and StructuredText (for example an html email body or chat transcript) fields.

Case Sensitivity

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

Phrase Search

Text 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 only one or less than all the phrase strings are found, the interaction will not be included in the search results.

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

@@ Line 98: / Line 98: @@
 |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)). Refer to [[InteractionsSearch#TextAttribute|The Text Attribute]].
 |-
 | TheComment
@@ Line 114: / Line 114: @@
 |}
-===Special Attribute===
+{{AnchorDiv|TextAttribute}}
-Text is a special attribute among the list of searchable attributes
+===The Text Attribute===
+When the <tt>Text</tt> attribute is specified, the Advanced Search feature searches in both Text (for example plain text formatted emails) and StructuredText (for example an html email body or chat transcript) fields.
+====Case Sensitivity====
+Text search is case insensitive. TEST, tESt, test, and teST are all considered identical.
+====Phrase Search====
+Text 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 only one or less than all the phrase strings are found, the interaction will not be included in the search results.
-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

Revision as of 14:15, April 3, 2018

Enabling the Interactions Search view

Advanced Search

The Text Attribute

Case Sensitivity

Phrase Search

Contact

Genesys

Customer Care

Legal