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Bright Pattern Documentation

Generated: 7/01/2022 5:14 am
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Search & Preview Records Interface

Search & Preview Records (formerly known as Contacts) is where cases and contact records are located, as well as a search bar that allows you to sort through them quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.

Note: The Bulk Export/Import Contacts feature available in this section prior to release 5.3.2 was removed and added to the Contact Center Administrator application, section Contact Import & Export.

Main Page

The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open Open-Contact-53.PNG button or double-clicking on the record. Additionally, you may add a contact by clicking the Create Create-Contact-53.PNG button or remove a contact by clicking the Delete Delete-Contact-53.PNG button.

Search & Preview Records main screen

Search Bar

Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.

Search bar


The Contacts section is where contact records are located. Contact records are the entries in your contact center's database containing customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.

Contact records contain the following buttons, which are accessible from any contact record tab:

Details Tab

When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment Augment-Contact-Button-Details-Tab-53.PNG button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.

Details tab

Activities Tab

The Activities tab displays all activities that happened in your contact center related to a given contact; logged activities display information such as the time an activity occurred, what agent was involved, any disposition (i.e., including email dispositions), if it included an agent using Remote Assist, as well as subject and/or notes. For more information, see Activities.

Activities tab

Pending Tab

The Pending tab displays any cases that have not been assigned the Resolved or Closed states. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about case states, see Case State. For more information about the link button, see Link button.

Pending tab

Cases Tab

The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about cases, see Cases, Email, and Threads. For more information about the link button, see Link button.

Cases tab


All cases

Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. For more information about cases, see Cases, Email, and Threads. The Cases interface contains the following buttons and filters.

Spam button

The spam My-Cases-Spam-Button-53.PNG button removes the selected cases from this section. Note that this button does not function as a spam filter; spam filters are managed by your contact center's administrators.

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases. Note that this button is available for supervisors only.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that the case link button can be found in the Contact's Pending tab and Cases tab.

Note that links may be pasted into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]:// For more information regarding how to manually alter this link, see Using URL Variations to Access Case and Contact Information.

Create a follow-up case button

The Create a follow-up case Create-Follow-Up-Case-Button-53.PNG button is available for cases with a Closed state only. Clicking this button allows you to create a new case. For more information, see How to Use Cases to Send a Follow-up Outbound Email.

Static Elements


The Shown element is the searched-for or displayed number of cases out of the total number of all search results.

Shown cases

Case Filters

The following filters are available for cases.

Case State

The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see Case State.

Case State filter

Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. For more information, see My Cases Interface.



The services filter allows users to search cases by service if a user has the See other agents’ cases privilege enabled. The two available filter options are Team’s Assigned Services and All. The Team’s Services filter, when selected, restricts the cases found to those that belong to the user’s team only, including all cases where the logged-in user participated. If the user has no See other agents’ cases privilege, neither selectors are displayed and the search results only include the cases where the logged-in user participated.

2021.10.05 AD Service.All.TeamAssignedService.jpg


There is an additional filter for supervisors called Teams Selector that permits the supervisor to select a team from the list of teams they supervise. If you are a supervisor, you may also see a filter that allows you to limit the search to cases assigned to a specific team (i.e., as opposed to all teams that you are assigned to supervise).

Case Properties

Case content properties display case-related data (e.g., State, Data, SLA, etc.). You may choose which properties are displayed by selecting the desired data element checkbox in the Show/hide drop-down menu. Note that the selection checkbox as well as the contact/subject property are not removable.

The configurable properties are as follows.


Displays all configurable content properties, specifically:


Displays the contact's name and title; this property is not removable


The location element is where the case is located; the location is displayed inline per case. If the case is in an agent's personal queue, the agent's name will be displayed; if the case is located in a specific team queue, the name of the corresponding email service will be displayed.

Case location


Displays the current case state.


Displays the date associated with the option selected in the case details filter


Displays the target time bar, which is a visual indicator of SLA

Last Service

Displays the name of the service associated with the most recent interaction of the case


Displays the name of the disposition of the last activity associated with the case

Restore Default

When selected, the displayed configurable properties will be restored to the system default; the default properties are as follows:

Case State

Agent Desktop allows you to assign state to cases, which may be used to organize and classify your case workload. The activity history for changes in the case state can be searched, that is, if a case changes from New to Open or from Open to Pending, that is tracked as well.

For more information about cases, see My Cases Interface and Search & Preview Records Interface.

The following states can be applied to cases.


This state is for new, unopened cases.

The New case state


This state is for cases that have been opened but are not yet processed.

The Open case state


This state is for cases that require further action. When a case is marked as Pending, you must select a corresponding Case Pending Reason. Case Pending Reasons are defined by your system administrator and allow you to provide additional information as to why a case is pending.

The Pending state with pending reason


This state is for cases that are completed. Note that cases marked as Resolved will automatically switch to the Open state if a new email is received or if the agent uses the case on any interaction. Cases marked as Resolved can have changes made to them and will stay in the Resolved state for a period of time as configured by your administrator; after this point, the case will be Closed. Additionally, when marking a case as Resolved, you will have the opportunity to disposition it.

The Resolved case state


This state is for cases that have exceeded the period of Resolved days (as configured by your administrator). Changes cannot be made to closed cases; however, it is possible to create a follow-up case from a closed case.

The Closed state

Case Activity

The change in case state activity can be tracked on the Details Tab page. Clicking the link beside the Case Status will allow you to sort between cases currently in the various states: All, New, Open, Pending, Resolved, and Closed.