高度な検索
エージェントが取り扱うお客様およびお客様のリクエストが増えれば増えるほど、ケースとコンタクトの膨大な件数が蓄積されます。高度な検索機能を利用して、お客様の情報をあらゆる言語で簡単に検索できます。
ケースとコンタクトを検索する権限は、コンタクトセンターの管理者が有効にしなければなりません。
高度な検索が行える場所
高度な検索は、エージェントデスクトップの レコードの検索 & プレビューの 検索条件 フィールドで行われます。メールアドレス、名前、生年月日、ケース番号など、さまざまなケースやコンタクトの情報を検索できます。検索結果では、最初の200件のケース/コンタクトが表示され、最新のエントリが上に表示されます。
検索文字列とキーワードについて
検索文字列は、一致する情報を検索する目的で検索フィールドに入力された文字、漢字、数字の任意の組み合わせです。検索文字列は、高度な検索を行うために、キーワードと組み合わせて使われます。
キーワードは、検索文字列の前に配置され、特定のコンテンツをすばやく見つけるためにフィルターとして使う単語です。
AND やORなどの演算子を使うと、複数の検索条件を組み合わせることができます。例については、以下の各キーワードの"使用方法"と"検索例"をご覧ください。
利用可能なキーワード
以下は認識されたキーワードのリストです。それらは、ケースまたはコンタクトのいずれかによって編成されます。
ケースキーワード
categoryー
役割: category というキーワードは、ケースをカテゴリーでフィルタリングします。
使用方法: 検索文字列は二重引用符で囲むことができます。ただし、これはオプションです。二重引用符がないと、最初の単語だけがキーワードの検索に関連付けられます。
検索例: category: "マイ・チームのサービス"
created
役割: createdというキーワードは、ケースを作成びでフィルタリングします。
使用方法: キーワードと検索文字列は、以下の記号を使って区切りできます: =, <, >, >=, <=。検索文字列は、ブラウザで設定されている優先言語/国の組み合わせによって異なります。例えば、希望する組み合わせが 英語 (US)の場合、作成日のフォーマットは mm/dd/yyyyで、 英語 (NZ)の場合、dd/mm/yyyyです。ISO 8601に基づく作成日のフォーマットは yyyy-mm-ddであり、すべての言語/国に対応しています。
検索例:
- created = 08/01/2018
- created > 8/1/2018
- created > 8/1/2018 AND created < 8/16/2018
email_text
What it does: The email_text keyword finds text contained within the body of an email associated with a case.
How to use it: 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 search: email_text: "broken on arrival"
flagged
What it does: The flagged keyword filters cases that were flagged
How to use it: The search string can contain the following option: "true" or "false"
Example search: flagged: true|false
modified
What it does: The modified keyword filters/sorts cases by the last date of modification.
How to use it: Same as created (see above)
Example search:
- modified > 08/01/2018
- modified > 8/1/2018
- modified > 8/1/2018 AND modified < 8/16/2018
<number>
What it does: The number search finds cases by case number; note that the option to search by number does not require the specific keyword number.
How to use it: Entering a search string consisting only of numbers will launch a search for the matching case number.
Example search: 12345
note
What it does: The notes keyword finds text contained in the notes records from a case's activity history.
How to use it: 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 search: note: "Replacement requested"
pending_reason
What it does: The pending_reason keyword filters Pending cases by the specific Pending reason; note that these will be specific to your call center.
How to use it: 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 search: pending_reason: "Needs manager approval"
reporter
What it does: The reporter keyword filters cases by the name of the customer/ person who contacted your call center.
How to use it: 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 search: reporter: "John Doe"
service
What it does: The service keyword filter cases by the services of interactions associated with the case.
How to use it: 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 search: service: "Maintenance Renewal" AND subscription
state
What it does: The state keyword filters cases by their states.
How to use it: The keyword and search string should be separated by a colon (:); multiple values can be separated by OR. Note that in the current version state is case sensitive.
Example search: case: New OR Open
subject
What it does: The subject keyword finds text contained in an email's subject line.
How to use it: 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 search: 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
What it does: The company 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: "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
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"