The first step in viewing a contact is to locate it within the iService. The default search criteria is --Login--, which is normally the contact's e-mail address. There are three drop-down boxes which can be configured for searching for records: . They are Search Where, In Field, and Search For.
To search on multiple fields, use the "Add Field" button. Leaving the "Search For" box blank will result in a "wildcard" search that returns any record with a value.
Customer search parameters
Search results are displayed in a panel below the search query. Clicking on the Contact Name will open the contact’s details within the Contact Summary tab. Column headings (Name, Email, etc.) can be clicked to sort the results. Results can be filtered by typing into the Filter Results box.
You can take actions from the search results page by clicking the Expand icon next to each row. expanding the role reveals three action buttons: Agent email, Note, and Ticket. You can take these actions from within the search results without loading the contact page.
Taking actions from the contact search results panel
Search results are limited to the Segment Access Rights granted to the agent. For example, an agent that is only granted access to Segment A will only see contacts in search results that are a member of Segment A.
Enter the search value that you are trying to match against. This field supports a wild card option by leaving the value blank, which causes it to return all records that have any value recorded for the field that was searched.
The Search for parameter
Some fields are based on lists of values, such as the --In Topic-- field. When you select these fields, the Search Where parameter is removed and the Search For inputs are replaced with a drop-down menu.
Click on Add Field to add additional search criteria to search on multiple fields. The search criteria are connected with "And" or "Or" to determine whether to expand the results (Or) or limit them (And). Once all the search criteria have been entered, click Search to execute the query. Click on Remove Field to remove a field.
You can use up to 10 search terms in your search query.
Using the and operator to limit search results
To limit your search results, be sure you use AND instead of OR when connecting search parameters.
The Preview Dialer makes it easy for agents to reach out to contacts who need a follow up call. With the Preview Dialer, you can search on any contact property to generate a list of contacts for follow up. The form loads one contact at a time and provides a quick view of their contact information, recent interactions, a script for the call, and a section for quickly adding call notes.
Before you launch your calling campaign, you must choose a topic for call notes and the call script that you’re going to follow. The call script is created as a stock response in your segment with the description “preview” to make it available in the stock response picker on the preview dialer form.
1 - Name: This should indicate the purpose of the call. For example, Post-sales follow up indicates that it is meant for customers who have made purchases recently.
2 - Response Body: This is the script displayed to the agent for each contact.
3 - Description: A brief explanation of the script. The work “Preview” must be added to the text to distinguish it from other stock responses and make it available in the Preview Dialer. If the word "preview" is not included here, the script will not appear in the preview dialer menu.
The Preview Dialer is launched from the existing Search Contacts page. You can search on any combination of contact properties to gather your list of contact IDs to call. The most common approach is to create custom fields for labeling contacts that should be included in the calling campaign. As agents make calls, they can update those properties directly from the Preview Dialer page, if needed. The Preview Dialer button will appear with all search results.
Clicking the “Load Preview Dialer” button expands the “Configure Your Session” menu. Start by picking a topic for call notes, and then selecting a script for the call. The stock response picker only appears after a topic is selected. Once the configuration is complete, you can start the preview dialer session.
On the Preview Dialer page, you can view the details and interaction history of each contact before making the call. The stock response selected during configuration is used as the call script and you can add call notes using the Notes panel. When done, click the “Next” button to load the next contact on the list.