Overview: Filters and search in Queue Home (App)

This article provides an overview of the search field and filters available in Queue Home for narrowing down the interactions you see in the Home list in App.

In this article

Overview

The search and filter fields are how you can filter the list of interactions you see in Home list down to only the interactions that you want to see.

Once you’ve applied the Home list view that you need to display the group of interactions you want to see, you can then find a specific interaction or group of interactions by using the filter menu and search bar. Alternatively, you can use this keyboard shortcut if you want to search for an interaction using its interaction ID.

Visual breakdown

Search filter (A)

Use this dropdown to select the specific type of categorical data you want to search for. There are several menu options available to you here grouped by the general data types of: routing, details, source/customer, user, IDs, and Salesforce. 

Operation (B)

This dropdown lets you identify how specific the search results need to be. Your choices here include: ‘Equals’, ‘Contains’, ‘Starts with’, and ‘Ends with’.

• Equals - Means the results must be an exact match to what’s typed in the Search field.

• Contains - Means the results are not limited to but must at least include what’s typed in the Search field.

• Starts with - Means the results must start with what’s typed in the Search field.

• Ends with - Means the results must end with what’s typed in the Search field.

Search (C)

The search field is where you enter the criteria you want to review. If you are searching for interactions involving a specific phone number, then select ‘Phone Number’ from the search filter menu, ‘Equals’ from the operation menu, and enter the desired phone number in the Search field.

Delete (D)

The delete button (indicated by the trash can icon) located to the right of the search field allows you to entirely remove a search line from the workspace, if you have more than one set of search fields. 

If you have only one set of search fields, this button clears the menus/field of all previously entered criteria but leaves the single set of search fields visible.

Add (E)

The add button (+ icon) located to the right of the search field is how you add an additional line of search fields below the first search line. You can add as many sets of search fields as you want; there is no limit to how many criteria you can apply to the queue activity table. 

Run search (F)

The run search button (magnifying glass icon) located to the right of the search field is how you initiate the search for the criteria entered in the set(s) of search fields. You can also press Enter/Return on your keyboard to run the search after typing in the Search field.

Use case

Suppose your organization has a ‘Gold customer’ tag. You want to review all the past interactions with the ‘Gold customers’ tag. Follow the steps below to see how you can view all past interactions with this particular tag.

1. Type or select ‘Tag’ from the Search Filter dropdown.

2. Select 'Equals' from the Operation dropdown.

3. Type 'Gold customer' into the Search field.

4. Click the run search button or press Return/Enter on your keyboard.

• This will return all the active interactions with the 'Gold customer' tag assigned to them.

Read more

• Overview: Home list in Queue (App)

• Overview: User Home list container in Users (Console)