Search for cases
All 8x8 Contact Center cases are accessed from the Cases tab. By default, all cases assigned to you are listed. You can also access case records that are:
- assigned to you
- assigned to your group
- created by you
- all your drafts
Note: The ability to view, create, edit, and delete case records is available to you if your administrator grants the necessary privileges.
You can search and retrieve case records by performing a basic or advanced search.
- Basic Search: Allows you to search for cases:
- by case number
- by case subject
- created by specific agents or customers
- assigned to specific agents or groups
- Advanced Search: Allows you to search for cases by any field defined in a case record. You can create nested queries by using the AND logical operator.
Additionally, you can search for multiple values for a field. For example, to access all cases that are unassigned and in the open status, you can search for multiple values by selecting the open and unassigned statuses.
Use the advanced search feature to search for a larger set of default and custom fields than are available in basic search. To perform an advanced search, click Advanced from the simple search window.
Perform a basic search for cases
- Go to the Cases tab.
- In the Display Panel, click Search.
8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. displays the basic search interface. - Click Search to retrieve all cases.
OR
Perform any or all of the following, and click Search:- Enter a case number.
- Enter a case subject.
- Select the agent(s) or customer who created a case.
- Select an agent, or group to retrieve cases assigned to them.
Perform an advanced search for cases
- Go to the Cases tab.
- In the Display Panel, click Search.
8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace displays the basic search interface. - Click Advanced.
- Select a search criteria such as account, company, case number, etc, and enter a value.
- Click
to add additional search criteria and further refine your search. - Click Search to retrieve the cases.
A list of case records matching the search criteria displays.
Search for closed cases in history activity
You can search the closed cases in history activity. This feature helps supervisors investigate customer complaints regarding agent's lack of response. It particularly helps investigate a case that has been accidentally closed by an agent.
For example, when processing related emails from a customer, an agent closes a case assuming it is related to the case he has reviewed. The unhappy customer may escalate the issue. With the improved search filter, the customer's complaint is now easier to track. 
Features
- Gives supervisors visibility on why the agent has closed the case.
- Improves customer experience by quickly addressing the issue.
- Facilitates tracking closed cases.
Use case
Let's say a customer sends three separate emails to AcmeJets customer service over a short period of time. Subject A and B are regarding an urgent support issue, but subject C inquires about a sales order. Agent A reviews the customer's emails and crafts his response in a single email. He then closes the case for subjects A, B, and C, assuming that subject C is also related to this urgent issue. The customer escalates the matter after he does not hear from the agent. The case supervisor investigates the complaint and finds out that agent A has in fact closed this case along with other two cases (A and B).
To track closed cases:
- Log in to 8x8 Agent Workspace either as an agent or a supervisor.
- Open Cases, and click Search > Advanced search.
- Select History Activity from the list.
- Select the Close Case check box, and click Search. All closed cases are listed.
- Open the case in question and check the History description. It shows the case is closed due to related issue (#).
