Advanced Search

Search Media

 

1. Enter search term into Search field

Keywords	Any word in subject line of email or body of transcript
Name, email phone number	Customer contact information
Task	Task name or number
Queue or Agent	Queue or Agent name or extension
Email Account or Group	Email address

2. Hit Enter on keyboard or press Search to run query
3. Narrow date range using date-picker Clicking date fields will pop out calendar or Date Range Preset

1m	1 month prior to current day
3m	3 months prior
6m	6 months
1y	1 year
2y	2 years

 



 

4. Refine search range by selecting a Speed-search toggle

Narrow to one media type     Only Calls Only Email

Narrow to one direction of media       Only Incoming Only Outgoing

Refine email types     Confirm Auto-replies were sent Show Only emails with attachments

5. Press Reset to clear filter selections

 

 

Search Results

 

1. From the results pane, identify the media type icon

	Received call		Webchat
	Placed call		Callback
	Missed call		Outbound dialler
	Email response		Facebook post
	Email unanswered		Twitter message

2. Click anywhere on entry for Details

Transcription	Any word in subject line of email or body of Transcript
Details	Transaction meta-data Time & date stamp, Trunk ID (network connection a call came in through) and Notes
Contact	Customer Contact information

 



 

3. Right-click phone call results and select Dial to continue conversation

 

 

 

Search for more

 

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