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 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-center-administrator-guide/CaseandContactManagement/ImportandExport|Contact Import & Export]].The main page of Search & Preview Records comprises the three features of the section: the [[#Search_Bar|search bar]], [[#Contacts|contacts]], and [[#Cases|cases]]. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the '''Open''' [[File:Open-Contact-53.PNG|70px]] button or double-clicking on the record. Additionally, you may add a contact by clicking the '''Create''' [[File:Create-Contact-53.PNG|70px]] button or remove a contact by clicking the '''Delete''' [[File:Delete-Contact-53.PNG|70px]] button. [[File:Search-and-Preview-Records-Overview-53.PNG|800px|thumb|center|Search & Preview Records main screen]]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|main page]], looking in a [[#Contacts|contact record]], or at [[#Cases|cases]]. For more information about the types of searches you can conduct, see [[Agent-guide/Tutorials/Search/AdvancedSearch|Advanced Search]].[[File:Search-Bar-53.PNG|800px|thumb|center|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:* The '''Edit''' [[File:Edit-Contact-Button-53.PNG|55px]] button allows you to edit the [[#Details_Tab|details]] of the contact record.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''' [[File:Augment-Contact-Button-Details-Tab-53.PNG|125px]] button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see [[Agent-guide/Tutorials/Contacts/HowtoAddtoanExistingContact#Contact_Augmentation|How to Add to an Existing Contact]].[[File:Contact-Record-53.PNG|800px|thumb|center|Details 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 [[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes|disposition]], as well as subject and/or notes. For more information, see [[Agent-guide/Work/Contacts/Activities|Activities]].[[File:Contact-Record-Activities-Tab-53.PNG|800px|thumb|center|Activities tab]]The ''Pending'' tab displays any cases that have not been assigned the [[Agent-guide/Work/CasesEmail/CaseStates#Resolved|Resolved]] or [[Agent-guide/Work/CasesEmail/CaseStates#Closed|Closed]] states. Additionally, it is possible to select the [[Agent-guide/Work/CasesEmail/MyCasesInterface#Case_View_Panel|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 [[Agent-guide/Work/CasesEmail/CaseStates|Case State]]. For more information about the link button, see [[#Link_button|Link button]].[[File:Contact-Record-Pending-Tab-53.PNG|800px|thumb|center|Pending tab]]The ''Cases'' tab displays [[Agent-guide/Work/CasesEmail/CasesEmailandThreads|cases]] that have been created for the contact. Additionally, it is possible to select the [[Agent-guide/Work/CasesEmail/MyCasesInterface#Case_View_Panel|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 [[Agent-guide/Work/CasesEmail/CasesEmailandThreads|Cases, Email, and Threads]]. For more information about the link button, see [[#Link_button|Link button]].[[File:Contact-Record-Cases-Tab-53.PNG|800px|thumb|center|Cases tab]][[File:Cases-Tab-53.PNG|800px|thumb|center|All cases]]''Cases'' are instances of customer service that are created to track all communications related to a specific customer request. Cases can be [[Agent-guide/HowtoCreateNewCases|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 [[Agent-guide/Work/CasesEmail/CasesEmailandThreads|Cases, Email, and Threads]]. The Cases interface contains the following buttons and filters. The '''spam''' [[File:My-Cases-Spam-Button-53.PNG|50px]] 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. The '''trash''' [[File:My-Cases-Trash-Button-53.PNG|35px]] button deletes cases. Note that this button is available for supervisors only.The '''link''' [[File:Link-Contact-Button-53.PNG|35px]] 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 [[Agent-guide/Work/SearchandPreviewRecords/SearchandPreviewInterface#Pending_Tab|Pending tab]] and [[Agent-guide/Work/SearchandPreviewRecords/SearchandPreviewInterface#Cases_Tab|Cases tab]].Note that links may be pasted into your web browser's search bar, into the [[#Search_Bar|search bar]], or the Contact Search [[File:AD-Contact-Search-Top-53.PNG|26px]] shortcut found at the top of the screen to access the case.The '''Create a follow-up case''' [[File:Create-Follow-Up-Case-Button-53.PNG|140px]] button is available for cases with a [[Agent-guide/Work/CasesEmail/CaseStates#Closed|Closed]] state only. Clicking this button allows you to [[Agent-guide/HowtoCreateNewCases|create a new case]]. For more information, see [[Agent-guide/Tutorials/Cases/HowtoSendaFollow-upOutboundEmail#From_a_Closed_Case|How to Send a Follow-Up Outbound Email]].The following filters are available for cases.The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see [[Agent-guide/Work/CasesEmail/CaseStates|Case State]].[[File:Case-Status-Filter-53.PNG|800px|thumb|center|Case State filter]]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 [[File:My-Cases-Ascend-Descend-53.PNG|26px]]. For more information, see [[Agent-guide/Work/CasesEmail/MyCasesInterface|My Cases Interface]].
ケースのリンクを貼り付けると、これは、 <domain>/agentdesktop/case/id/<actual id number>(例: http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6)という形式で表示されます。このリンクを手動で変更する方法については、URLバリエーションを使ってケースとコンタクト情報へのアクセスをご覧ください。