The search feature in 8x8 Contact Center 8x8 Agent Workspace
The brand new interface for 8x8 Contact Center agents to receive and process 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 <equals> Hansen |
| equals (ignore case) | match the string exactly (case insensitive) | Last Name <equals (ignore case)> hansen |
| greater than | applicable to a numeric field. Search for a value greater than a specified value. | Case Number <greater than> 1200 |
| greater or equal | applicable to a numeric field. Search for a value greater than or equal to a specified value. | Case Number <greater or equal> 1200 |
| less than | applicable to a numeric field. Search for a value less than a specified value. | Case Number <less than> 1200 |
| less or equal | applicable to a numeric field. Search for a value greater than or equal to a specified value. | Case Number <less or equal> 1200 |
| contains | Search for a part of a word. | Subject <contains> Delayed order |
| contains (ignore case) | Search for a part of a word (case insensitive) | Subject <contains (ignore case)> delayed order |
| not contains | Search for a record which does not contain a specified string. | Subject <not contains> Sales Orders |
| not contains (ignore case) | Search for a record which does not contain a specified string. (case insensitive) | Subject <not contains (ignore case)> sales orders |
| starts with | Search for a record which starts with a specified string. | Subject <starts with> Cancel |
| starts with (ignore case) | Search for a record which starts with a specified string. (case insensitive) | Subject <starts with (ignore case)> support |
| empty | Search for a record where the field value is empty | Email <empty> |
| not empty | Search for a record where the field value is not empty | Mobile <not empty> |
To perform a search for CRM data:
- Go to the corresponding CRM object tab such as Customers, Tasks, or Cases.
- Click Search.
- Select your search parameters in the basic 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.
