Overview

In this article, we will show you how to utilize the Advanced Search feature in the Agent Workspace. 

The Advanced Search feature allows you to locate anything within the Agent Workspace using an enhanced combination of filters for additional precision.

How to Use

In order to use the Advanced Search feature:

1. From within the Agent Workspace home page, locate the search bar on the upper left-hand side of the Agent Workspace interface.
2. Click on the arrow icon to open the larger Advanced Search window.

The first search parameter is to search either among Conversations or Users.

Advanced Search options 

From: Any Email address/phone number/social network account of a customer or CommBox channel

Include the words: search for the listed words

Assigned to: name of the agent who was assigned the conversation

Creating within: narrow the search using the timestamp when the conversation was created

Updated within: the time frame when the conversation was updated

Resolved within: the time frame when the conversation was resolved

Has attachments: indicates whether or not the conversation includes attachments

User details - search according to the various user details 

Unique ID: Identification number of the customer

First name: First name of the agent/customer

Last name: last name of the agent/customer

Email: email address of the agent/customer

Phone: Phone number of the agent/customer

Remarks: Search based on remarks attached to the customer

Custom fields: search according to a Custom field of the customer

In order to clear all entered text, click on Clear.

Once you’ve entered the relevant details, click on Search.