Search Filter by Search button
Contacts and any type of interactions can be searched by search button on the relative channel page, searching by:
CONTACTS | ||
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Click the search button, insert the search string and confirm:
and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on the close button X.
If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter.
If not, the request starts only after having entered at least 5 characters or after pressing Enter
Advanced Search button
You can filter contacts or interactions using the Advanced Search button
and select a field to be matched among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:
Select the Field (scroll the list of all the available search fields)
Select the Operator among those available (eg.: equals, contains, starts with, and so on)
Select or insert the Value
Add the Condition (click on button + )
To add more conditions repeat the operation, like in the following example:
and choose whether the conditions:
must all be met:
or at least one of them:
If you want to delete the advanced search condition inserted click on the single search condition button X to delete it or click on the CLEAR button in order to delete them all at once.
At the end click on the APPLY button in order to start the search. Now the query is executed and all the items that match the conditions inserted are shown.
It is also possible to:
modify a condition set: click on a set condition, press Edit
and now change the condition as you prefer (field, operator, value)
temporarily disable the search condition: click on the set condition, press
Disable
and Enable it again
When a selection is active as long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (red on a white background) and blinking
Moreover the Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the filters Select a list or Select Tag
Customer Journey
All interactions coming from any channel are stored in the Customer Journey, which can be accessed from the Contacts Manager or from the Channel Interactions List (open the interaction and shift right to the last tab Journey of the Info area).
Any time the Agent manages an interaction, the history of all the interactions of that specific customer can be shown in a timeline.
Each interaction type shows up a different colored icon according to the Channel used and can be opened clicking on
(available only for those Agents with proper permission on the specific item) or inspected clicking on Show Details:
Here you can see information like: Created/Closed At, Subject and Disposition (if there are, all levels of them).
You can select the interactions by channel and by date/period using the filters on top of the list.