Search for a specific active interaction in Queue (App)

This article explains how to search for a specific active, or ‘live’, interaction in Queue in App.

This process consists of two parts:

1. Create a home list view that shows all active interactions in a queue.

2. Filter through the home list view to find your interaction.

Continue reading this article to learn more about this process.

In this article

Part 1: Create a live interaction home list view to see all active interactions

1. Log into the App at app.avaya.cx.

2. Navigate to Queue Home.

3. Once in Queue Home, click the View dropdown menu.

4. Click Create New View.

Note: There’s a default view called All Active Interactions that only shows you interactions in queues you’re logged into. If this is adequate for your purposes, skip to Part 2 of this article. Otherwise, continue following these instructions to create a more custom live interaction home list view.

5. Fill out the following pieces of information in the New View modal to create a home list view that shows active interactions:

• Name: A name for the view

• Access: Whether you want the view to be public (usable by anyone) or private (usable only by you).

• Interaction View Type: Live (active) (Required)

• Queue Selection Method: Choose one of the following:

  • • Access (if you want to view interactions in all of the queues you have access to)

    • Logged into (if you want to view interactions in the queues you’re currently logged into)

6. Click Save to create the view.

Part 2: Search / filter the active interactions list

Once you’ve created a home list view (see above), you can use the search tools to find a specific active interaction.

1. Make sure you’ve selected  a home list view that’s showing active interactions. See the section above for more information on how to create a this type of home list view.

2. At the top of the Home, choose a search category to search by. In this example, we’re searching by the customer’s name.

3. Next, select whether you want to retrieve results that contain part of the search query, equals the search query exactly, or starts with/ends with the search query. In this example, we are selecting Equals.

4. Enter a search query into the Search bar. Then, press Enter/Return on your keyboard to initiate the search. In this example, we are searching for an interaction with a customer name of “Eric Schulist.”

5. The results will display below the search bar. The screenshot above shows all of the active interactions with a name equalling “Eric Schulist”.

Note: There are several types of search criteria you can use to filter down results like customer phone number or even a specific interaction ID. We encourage you to explore the options available to you to find what works best for you.