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Msg Queue Search Tab - Searching Messages

The interaction search tab supports simple and multiple criteria searches.

 

Message Queue Search

Message Queue Search

 

There are three drop-down boxes which can be configured for searching interaction history.  They are Search Where, In Field, and Search For.

Search Where Options – This drop-down box allows the user to target how a match is made while searching.  The default is anywhere within a field.

The following options are available:

Anywhere - This parameter will look for a match on the search term anyplace within the field. For instance, the search term ‘ab’ will return a match for ‘absolute’ and ‘fabulous.’

Start - the start parameter will only look for matches at the beginning of the value. For instance, the search term ‘ab’ will return a match for ‘absolute’ but will not return ‘fabulous.’

End - The end parameter will only look for matches at the end of the value. For instance, the search term ‘ute’ will return a match for ‘absolute’ and ‘salute.’

Entire - The entire parameter requires an exact match on the full term. For instance, the search term ‘absolut’ will not return a match for ‘absolute.’

 

In Field Options

 

The In Field tells iService which fields you are searching. The default options are:

 

Subject - Search among the subject lines of all interactions.

In Topic - Will present a view of the topic tree, and the search will be limited to the topic selected.

All Properties - Will search among all interaction properties that have been defined for the tenant, to which the agent has been granted access. In the example above, these would be Billable, Billable Minutes, and Use Code.

Interaction ID# - Will search for a specific interaction based on its interaction ID.

Assigned To* - Will search for interactions that are currently assigned to the agent selected. These parameters will return a list of agents within a drop down menu.

Resolved By* - Will search for interactions that were resolved by the agent selected. These parameters will return a list of agents within a drop down menu.

In Segment - Will search for interactions in the segment entered in the “Search For” box.

Agent Notes - Will search within the Agent Notes area of interactions.

Interaction Status - Will present a list of interaction statuses (Ignored, Private Note, Public Note, Queued, Resolved, etc.) and will search for interactions of a certain status.

Interaction Type - Will present a list of interaction types (Agent Email, Agent Notification, Agent Response, Alert , etc.) and will search for interactions of a certain type.

Owner Login (email) - You can search for history of a specific contact by entering their email or iService login in this field.

The following search fields are displayed at the bottom of the In Field drop down list. Interaction body searches can be resource consuming and less accurate than other searches, and were therefore shown as the final item in the list.

Interaction Body - Will search within the interaction bodies.

Thread Roots - Looks for the initial message of a thread. This parameter should be added to a query using the "And" operator to limit search results to the interaction that started the conversation.

In addition to the above standard search fields, all custom interaction properties will be displayed.

 

Search For Options

In this field, the desired alpha-numeric word or words can be queried from the selected criteria.  If this is left blank, it will act as a wild card and return all interaction with any value for the In Field search criteria selected.

 

Limit By Date Options

The search can be limited to a date range by clicking in the boxes and setting the date desired.

 

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