Searching Ignite

You can search Ignite to view interactions. Please note the following.

Agents may only search interactions sent to queues for which the agents answer.

DESKTOP - Employees licensed as Advanced supervisors or System Administrators may search Ignite’s entire repository. This includes Ignite's In Progress folder (DESKTOP), which enables supervisors to see interactions currently in agent Inboxes. This search capability does not require Multimedia Contact Center licensing. However, to view and search interactions in queue using Ignite, employees must have a Multimedia Contact Center license and multimedia agents assigned to the queue.

WEB - Agents may only search interactions sent to queues for which the agents answer. Employees licensed as Advanced supervisors or System Administrators may search all interactions in the History tab of Ignite (WEB). This search capability does not require the supervisor be licensed to handle multimedia.

Time stamps on interactions reflect the Ignite client time. To search interactions by date or time, use the date or time for the Ignite client.

Interactions that are removed from the queue are removed from queue folder search results.

New interactions in queue matching search criteria will not be displayed until the search is executed again.

DESKTOP - You cannot search for voice interactions, but you can filter voice interactions to view them selectively. See "Choosing how interaction data displays in the Card view (DESKTOP)" on page 315, and "Choosing how interaction data displays in the Grid view (DESKTOP)" on page 316 for more information.

WEB - You can search for voice interactions in Ignite Web version 9.1.