Searching Ignite using search filters
Agents may only search interactions sent to queues for which the agents answer. Users can search Ignite's folders by entering filters into Ignite’s Search fields. Employees licensed as Advanced supervisors or System Administrators may search Ignite's entire repository.
DESKTOP - This includes Ignite's In Progress folder, 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.
If administrative configurations permit, selecting the search result previews them.
The following explains how to use filters to search Ignite. This information does not apply to voice interactions.
- 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.
- To display more search results, click 'Show more results….
Using the filters in the following table, you can perform the following searches in Ignite.
DESKTOP - The following search filters cannot be applied to the Inbox.
| Filter | Explanation |
|---|---|
| No filter | Finds interactions containing a specific word E.g. order |
| AND | Finds interactions containing one word and another E.g. sales AND order |
| Space | Finds interactions containing one word and another E.g. sales order |
| ; | Finds interactions containing one word and another E.g. sales;order |
| NOT | Finds interactions containing one word as long as they do not also contain another E.g. order NOT closed |
| - | Finds interactions containing one word but not another E.g. order -closed |
| OR | Finds interactions containing either of the words specified E.g. sales OR order |
| Quotation marks | Finds interactions containing the exact phrase E.g. “sales order” |
| date | Finds interactions received on specific dates E.g. date:01/15/2014 |
| Today | Finds interactions received today E.g. date:Today |
| Yesterday | Finds interactions received yesterday E.g. date:Yesterday |
| This week | Finds interactions received this week E.g. date:This week |
| This month | Finds interactions received this month E.g. date:This month |
| This year | Finds interactions received this year E.g. date:This year |
Month name Note:
Ignite will search the month by the current year, if no year is specified. |
Finds interactions received on a specific month. You can also search by a specific date in the month. E.g. date:August, or date:August 2013, or date:August 18, or date: August 18 2013 |
| Abbreviated month name | Finds interactions received on a specific month, by a three letter abbreviation E.g. date:Aug, or date:Aug 2013, or date:Aug 18, or date:Aug 18 2013 |
| Day name | Finds interactions received on a specific day of the week E.g. date:Monday |
| > (for searches by date or attachment size) | Finds interactions by dates after the specified date or date keyword E.g. date:>August 18 2013, or date:>August, or date:>August 18 Find email interactions by attachments larger than the attachment size E.g. attachments:>200KB |
| >= (for searches by date or attachment size) | Finds interactions by dates after or on the specified date or date keyword E.g. date:>=August 18 2013, or date:>August, or date:>=August 18 Finds email interactions by attachments larger than or equal to the attachment size E.g. attachments:>=200KB |
| < (for searches by date or attachment size) | Finds interactions by dates before the specified date or date keyword E.g. date:<August 18 2013, or date:<August, or date:<August 18 Finds email interactions by attachments smaller than the attachment size E.g. attachments:<200KB |
| <= (for searches by date or attachment size) | Finds interactions by dates before or on the specified date or date keyword E.g. date:<=August 18 2013, or date:<=August, or date<=August 18 Finds email interactions by attachments smaller than or equal to the attachment size E.g. attachments:<=200KB |
| AND or space (for searches by date) | Finds interactions received on two or more dates E.g date:Today AND Yesterday, or date:Today Yesterday |
| NOT or - (for searches by date) | Finds interactions received on one date but not another E.g. date:This month NOT Last week, or date:This month -Last week |
| OR (for searches by date) | Finds interactions received on either of the dates specified E.g. date:Today OR August 25 |
| subject: | Finds interactions containing text by subject E.g. subject:sales AND order |
| from: | Finds interactions received from a specific sender. You can search by the sender's first name, last name, full name, or email address. E.g. from:Renee |
| to: | Finds interactions sent to a specific recipient. You can search by the recipient’s first name, last name, full name, or email address. E.g. to:jane@gmail.com |
| cc: | Finds interactions cc’d to a specific recipient. You can search by the recipient’s first name, last name, full name, or email address. E.g. cc:jane@email.com |
| bcc: | Finds interactions bcc’d to a specific recipient. You can search by the recipient’s first name, last name, full name, or email address. E.g. bcc:jane@gmail.com |
| case: | Finds interactions tagged with a specific case ID E.g. case:kxPKez |
| ticket: | Finds interactions tagged with a specific ticket number E.g. ticket:pAsMDc |
| media: | Finds interactions of a specific media type E.g. media:email |
| agent: | Finds interactions last handled by a specific agent. You can search by the agent’s first name, last name, full name, or by reporting number. E.g. agent:Renee or agent:1000 |
| queue: | Finds interactions last sent to a specific queue E.g. queue:sales |
| attachments: | Finds email interactions by attachment. You can search by attachment name, size, content, or type. E.g. attachments:docx or attachments:<200KB Note:
If no size unit is specified, the default search unit is bytes. |
You can perform the following types of searches in Ignite:
General searches – Any keywords can be typed in the search field, and the search returns interactions containing the keywords.
For example, if an agent types ‘sales order’ in the Filter field, Ignite searches for interactions in the selected folder containing the terms sales and order.
In the Inbox, the History, and the Queues pages, while you type the search keywords in the Queue box, the system displays a predictive list of results based on the letters you type.
For example, if an agent types ‘a’ letter in the Queue box, Ignite (Web) displays any queue names that contain ‘a’ (i.e. chat_queue12, email_queue33) as a predictive list of results.
Targeted searches – You can limit searches to fields and folders by inserting a colon between the field and the search term.
For example, an agent searching interactions’ Subject fields for the word ‘order’ can type ‘subject:order’. In this example, Ignite searches the ‘Subject’ fields of interactions in the selected folder for the term ‘order’.
Multiple targeted searches – You can limit searches to more than one field using semi-colons.
For example, an agent searching for an order placed by a specific customer can type ‘subject:order;from:Renee’. Ignite interprets this as (Subject contains Order) AND (From contains Renee). In this example, the program searches the Subject fields of contacts to find orders from Renee.
- If at least one of the filters ends with ‘:’, you must separate all filters with “;”. For example, 'from:Renee;date:yesterday'.
- If at least one of the filters ends with ‘:’, you cannot use ‘NOT’, ‘-‘, and ‘OR’ between the filters. For example, typing ‘order:Renee OR from:Tom to retrieve orders placed by either Renee or Tom is invalid. Typing ‘order;from:Renee OR from:Tom’ is valid and will retrieve orders placed by either Renee or Tom.
Complex targeted searches – You can perform complex searches to further narrow results returned.
For example, an agent searching for a completed order, placed by a specific customer, can type ‘completed;subject:sales order;from:Renee’. Ignite interprets this as: Completed AND (Subject = (Sales AND Order)) AND (From contains Renee). In this example, Ignite searches the Subject fields of contacts for completed sales orders placed by Renee.
Email attachment size searches - You can search emails by attachment size. Searches by bytes (‘b’), kilobytes (‘KB’), and megabytes (‘MB’) are supported. If no size unit is specified, the default search unit is bytes. If searching for attachments by size, specifying "attachments.size:" in your query returns results more efficiently.