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• 5.3 • 5.8

Advanced Search

As you work with more customers and fulfill their requests, you will accumulate an extensive collection of cases and contacts. Utilizing advanced search features, you can search through your customer information easily in any language.

Note The privilege to search cases and contacts must be enabled by your contact center's administrator.
Search strings are typed into the search field

Where to Make Advanced Searches

Advanced searches are made in Agent Desktop, section Search & Preview Records, in the search term field. You can search for a wide variety of case and contact information including email addresses, names, date of birth, case numbers, email addresses, and so forth. In the search results, the first 200 cases/contacts are displayed, with the newest entries displayed first.

About Search Strings and Keywords

Search strings
A combination of letters, characters, and numbers entered in the search field with the intent of finding matching information. Search strings are used in conjunction with keywords to conduct advanced searches.
Keywords
Words that precede search strings and act as filters to help you find specific kinds of content quickly.
Operators
Words like AND and OR, often called logical operators, allow you to combine multiple search conditions.

For examples, see the "How to use it" and "Example search" notes for each keyword below.

Search Results

Search results are displayed in the search term field which also shows the total number of matches.

Advanced search results

Advanced search results


Available Keywords

The following is a list of recognized keywords; they are organized by either case or contact.

Case Keywords

agent
Return cases where the specified agent performed any activity.
Search for a single name by adding the name after the keyword. Search for a first and last name by enclosing the full string in double quotes. The keywords me and self return cases that have the logged-in user’s name in its activities. Searches are case-insensitive.
Examples
  • single name search: agent: john
  • full name search: agent: "John Doe"
  • logged in user’s name search: agent: me
category
Filters cases by category.
The search string can be enclosed in double quotes; however this is optional. Without double quotes, only the first word will be associated with the keyword's search.
Example: category: "My Team's Service"
created
Filters cases by creation date.
The keyword and search string can be separated by the following: =, <, >, >=, <=; the search string shall correspond to the most preferred language/country combination set in your browser. For example, if your preferred combination is English (United States), the expected format will be mm/dd/yyyy, whereas for English (New Zealand) it will be dd/mm/yyyy. The ISO 8601 date format yyyy-mm-dd is supported for all language/country settings.
Examples:
  • created = 08/01/2018
  • created > 8/1/2018
  • created > 8/1/2018 AND created < 8/16/2018
disposition
Returns cases containing the specified disposition in any of its associated activities.
The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example': disposition: "Silence"
email_text
Finds text contained within the body of an email associated with a case.
The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
'Example: email_text: "broken on arrival"
flagged
Filters cases that were flagged
The search string can contain the following option: "true" or "false"
Example: flagged: true|false
last_agent
Returns cases where the specified agent performed the most recent activity.
Search for a single name by adding the name after the keyword. Search for a first and last name by enclosing the full string in double quotes. The keywords me and self return cases that contain the logged-in user’s name in its most recent activity. Searches are case-insensitive.
Examples
single name search: last_agent: john
full name search: last_agent: "John Doe"
logged in user’s name search: last_agent: self
last_disposition
returns cases containing the specified disposition in the last associated activity. The search is limited to activity types that may have a disposition (i.e., if the last activity does not have a disposition field at all, the search will be extended to the previous activity).
The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example: last_disposition: "No answer"
modified
Filters/sorts cases by the last date of modification.
Same as created (see above)
Examples:
modified > 08/01/2018
modified > 8/1/2018
modified > 8/1/2018 AND modified < 8/16/2018
<number>
Finds cases by state number; note that the option to search by number does not require the specific keyword number.
Entering a search string consisting only of numbers will launch a search for the matching case number.
Example: 12345
note
Finds text contained in the notes records from a case's activity history.
The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example: note: "Replacement requested"
pending_reason
Filters Pending cases by the specific Pending reason; note that these will be specific to your call center.
The search string can be enclosed in double quotes; however, this is optional. Without double quotes, only the first word will be associated with the keyword's search.
Example: pending_reason: "Needs manager approval"
reporter
Filters cases by the name of the customer/ person who contacted your call center.
The search string should be enclosed in double quotes. Without double quotes, the search will use the first two words after the keyword. If more than two words are typed in double quotes, the search is split on the first space and will match the rest against the last name. Note that partial names can be entered as well (e.g., name: J D).
Example:' reporter: "John Doe"
service
Filter cases by the services of interactions associated with the case.
The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword. Additionally, you may include the Boolean operator AND followed by an additional search term; this will find all emails and cases that contain the additional search term in the subject and/or body and are assigned to the service.
Example: service: "Maintenance Renewal" AND subscription
state
What it does: The state keyword filters cases by their states.
The keyword and search string should be separated by a colon (:); multiple values can be separated by OR.
Note state is case sensitive.
Example: state: New OR Open
subject
Finds text contained in an email's subject line.
The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example: subject: "forgot password"

Contact Keywords

address

What it does: The address keyword filters contacts by the contact record fields associated with address; the recognized fields are the following: address line1 or address line 2, city, state/province, and postcode How to use it: The keyword and search string should be separated by a colon (:) Example search: address: 123 Fake St.

company_name

What it does: The company_name keyword finds contacts with a matching company name. How to use it: The keyword and search string should be separated by a colon (:) and the search string can be enclosed in double quotes. Note that partial names can be entered. Example search: company_name: "Warehousing Inc"

dob

What it does: The dob keyword finds contacts with a matching date of birth. How to use it: The keyword and search string should be separated by a colon (:). Also, the month-date versus date-month order should be specific to your country (e.g., mm/dd/yyyy for the US). Example search: dob: 07/30/1983

email

What it does: The email keywords finds contacts with a matching email address. How to use it:

  • Use email: filter, followed by the desired part of the email address, to search for any part of an email address (e.g., email:masha). A search for “email:ma” could return results such as “example@gmail.com,” “masha@example.com,” and so forth.
  • Include the “@” symbol to find email addresses (e.g., masha@).

Put the email address in quotes to find only complete email addresses (e.g., "masha@gmail.com"). These email addresses can be in the email address fields or anywhere else in text, such as in the email body, the subject line, or in notes. Enter the email address without quotes to get the widest possible search (e.g., masha@gmail.com). Without quotes, the search treats periods and the "@" sign as whitespace. Without quotes, the search splits the email address into individual words and tries to find emails/cases with the most matching words. Such a search, for example might even bring up another contact's email because some matching words appeared in the case history. Place an asterisk (*) in front of partial email addresses to search for matches (e.g., *masha@). The asterisk serves as a wildcard. Example search: email: john@doe.com, email:john, john@, "john@doe.com", john@doe.com, *john@

first_name

What it does: The first_name keyword finds contacts with a matching first name. How to use it: The keyword and search string should be separated by a colon (:). Note that partial names can be entered. Example search: first_name: John

last_name

What it does: The last_name keyword finds contacts with a matching first name. How to use it: The keyword and search string should be separated by a colon (:). Note that partial names can be entered. Example search: last_name: Doe

name

What it does: The name keyword finds contacts with a matching first and last name. How to use it: The keyword and search string should be separated by a colon (:). The search string should be enclosed in double quotes. Without double quotes, the search will use the first two words after the keyword. If more than two words are typed in quotes, the search is split on first space, matching the rest against the last name. Note that partial names can be entered as well (e.g., name: J D). Example search: name: "John Doe"

phone

What it does: The phone keyword finds contacts with a matching phone number. How to use it: The keyword and search string should be separated by a colon (:). Example search: phone: (415) 555 1212

position

What it does: The position keyword finds contacts with a matching position. How to use it: The keyword and search string should be separated by a colon (:). Note that partial words can be entered. Example search: position: Engineer

segment

What it does: The segment keyword finds contacts with a matching segment. How to use it: The keyword and search string should be separated by a colon (:). Note that partial words can be entered. Example search: segment: gold

title

What it does: The title keyword finds contacts with a matching title (e.g., Mr., Mrs., Miss). How to use it: The keyword and search string should be separated by a colon (:). Example search: title: Mr.

URL

What it does: The URL keyword finds contacts with a matching company URL. How to use it: The keyword and search string should be separated by a colon (:). A substring can be typed (i.e., "example" must match "www.example.com"). Note that the keyword is not case specific. Example search: url: "www.example.com"

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