The Search Interactions page provides numerous options for locating any type of interaction within your iService tenant. The first step in any search is to specify whatever you know about the interaction you need to locate.

Search Fields

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 – 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:

a.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.’

b.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.’

c.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.’

d.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.’

More specific options (e.g., enter the entire value) will produce more accurate results.

In Field - The "In Field" parameter 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 Interaction 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.

•Attachment Name - Enter the name of the attachment or use wildcards like *.pdf

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

•Contact ID - The numeric ID of any contact in the database.

•Account ID - The numeric ID of any account in the database.

•Interaction Body - Will search within the interaction bodies.

•Individual Interaction Properties - All of the interaction properties in the segments you can access are displayed with the segment name or workflow name. For example, (Support) Priority would be an interaction property in either a Segment named Support or a Workflow named support.

In addition to the above standard search fields, all interaction properties are available for searching.

Search For - In this field, the desired alpha-numeric word or words can be queried for 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.  Interaction searches use the Created Date rather than the Resolved Date for all interactions.

Read more about interaction dates.

Limit results to the first interaction of the each case

It's common to search subject lines for a reference number. However, a case may have dozens of interactions that are part of the case, including notifications and notes. Use this checkbox to return only the first interaction from the case. This search result gives you a list of cases instead of a list of all interactions.

Click on Add Another Search Parameter 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 and they can be combined into groups separated by And statements.

Toggle on the semantic relevance switch to enter your semantic search phrase. The search results will be ordered with the most relevant interactions at the top of the list.

For example, you might want to find emails related to canceled shipments for a customer with the email domain of example.com. You can't determine the nature of the discussion from the interaction type, topic, etc. alone.

With semantic search you can fetch all email from *@example.com, and describe the desired emails as "related to shipments that were canceled"

This will return the same result set as without semantic search, but in a much more useful format. The relevance on a scale of -1.0 to 1.0 is displayed in the results table.

The search results table includes a button for launching a chat.

When you click the Ask iService button, the most relevant search results are combined with prompting instructions and fed to a Chatbot specifically designed for your search results. You can augment the builtin Chatbot setup by configuring the KB Chat Configuration page. You can specify the OpenAI model and all of the parameters of the Chatbot in the custom chat configuration. The Chatbot behaves like all other iService Chatbots, except it also has access the search results uploaded to the chat.

Use natural language to chat about the search results. You can ask for tables or for information to be formatted as desired.

Interaction search results are presented in a data table that you can modify, filter, and export.

Excel - you can export the search results table to an Excel file. Clicking this button will export the entire search result regardless of the pagination level you're using.

Column visibility - you can add or remove columns from the search results using this menu. The menu includes all custom interaction properties as well as the standard interaction properties.

Filter - Use the filter box to narrow the results displayed. The filter will match all rows in the search results regardless of the pagination level you're using.

Interactions in the results can be viewed by clicking on + to expand the interaction. When you expand a row, iService will display the view mode for the interaction.

The options available will vary depending on the type of interaction and its status. Questions that are Unassigned will include a "Get This" link if you have the rights to take it. If the message is already assigned to you, an "Answer" button will appear instead of "Get This". Once a question is resolved, the only view available is the View Mode.

If you know the ID of an interaction that you want to share with another agent or administrator, you can use the /interaction page to share it. The page loads with the single interaction rather than the full search results table.

The format for loading interations in the Interaction page is app/interaction/### where ### represents the ID of the interaction to share.

Here is an example.

For performance purposes, the search only returns 2,500 interactions from the database. If your query returns more than 2,500 interactions the following alert will be displayed.