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Search CRM Data

The search feature in Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. allows you to search for customers, cases, and task records in your CRM based on specific criteria. You can perform a basic search on standard fields, or an advanced search based on any CRM field defined in a record. For example, you can search for a customer by last name or email address in a simple search. You can look for records based on multiple criteria, such as cases created in the last week in pending status. You can refine your search with a multitude of CRM search operators as described in the following table:

Search Operator Description Example
= equals match the string exactly Last Name = Hansen
=i equals (ignore case) match the string exactly (case insensitive) Last Name = hansen
> greater than applicable to a numeric field. Search for a value greater than a specified value. Case Number > 1200
< less than applicable to a numeric field. Search for a value less than a specified value. Case Number < 1200
>= greater or equal applicable to a numeric field. Search for a value greater than or equal to a specified value. Case Number >= 1200
<= less of equal applicable to a numeric field. Search for a value greater than or equal to a specified value. Case Number <= 1200
* contains Search for a part of a word. Case Subject * Delayed order
* i contains (ignore case) Search for a part of a word (case insensitive) Case Subject * delayed order
! not contains Search for a record which does not contain a specified string. Case Subject ! Sales Orders
!i not contains (ignore case) Search for a record which does not contain a specified string. (case insensitive) Case Subject !i sales orders
^ starts with Search for a record which starts with a specified string. Phone ^ 510
^i starts with (ignore case) Search for a record which starts with a specified string. (case insensitive) Phone ^i support
E empty Search for a record where the field value is empty Do not Call E
!E not empty Search for a record where the field value is not empty Phone !E
> after Search for a record with a date value after a specified date. Assign Date > 01/29/2012
< before Search for a record with a date value before a specified date. Assign Date < 01/29/2012
>= after (inclusive) Search for a record with a date value after a specified date including the date. Assign Date >= 01/29/2012
<= before (inclusive) Search for a record with a date value after a specified date including the date. Assign Date <= 01/29/2012

To perform a search for CRM data:

  1. Go to the corresponding CRM object tab such as Customers, Tasks, or Cases.
  2. Click Search.
  3. Select your search parameters in the simple search. To perform an advanced search, click Advanced. Click Search for a customer, case, or task as desired. See more details on searching for customers, cases, and tasks.

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