contact.history.media-filters
Section: interaction-workspace
Default Value: $AllMedia$,voice,email,chat,twitter,facebook,$OtherMedia$
Valid Values: A comma-separated value of valid media type names or $AllMedia$ or $OtherMedia$.
Changes Take Effect: When the session is started or restarted.
Specifies the list of media types that can be used to filter the Contact History(depends on privilege.contact.can-filter-contact-history), My History(depends on privilege.contact.can-filter-my-history), and the result list of Interaction Search(depends on privilege.contact.can-filter-all-interactions). $AllMedia$ allows to add the filter to return any media. $OtherMedia$ allows to add the filter returning any media not listed in this option.
contact.date-search-types
Section: interaction-workspace
Default Value: On,OnOrAfter,Before,Between
Valid Values: A comma-separated list of the following options: On, OnOrAfter, OnOrBefore, Before, Between
Changes Take Effect: When the session is started or restarted.
Related Options: contact.default-directory-page-size
Specifies the list of search types that are available for the agent to use to search the contact database by date.
contact.history-search-attributes
Section: interaction-workspace
Default Value: Status,StartDate,EndDate,Subject
Valid Values: A comma-separated value list of Interaction attributes.
Changes Take Effect: When the session is started or restarted.
Specifies the list of interaction attributes that an agent can use in Advanced Search mode of the Contact History, My History and Interaction Search views. You can also use custom interaction attributes.
privilege.contact.can-filter-my-history
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to filter interactions within the My history view.
privilege.contact.can-advanced-search-my-history
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to do advanced searches within My History.
privilege.contact.can-search-my-history
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to search for interactions in the My History view.
Enabling advanced search for My History
You can enable advanced searching in the My History window for agents in your contact and configure which advanced search options are displayed in the Agent Desktop. With advanced searching enabled, agents can search my history by date range, interaction type, and specific default and custom attributes. The search returns a maximum of 100 results.
Start
- Activate the basic search privilege. See privilege.contact.can-search-my-history.
- Enable advanced searching. See privilege.contact.can-advanced-search-my-history.
- Enable the filtering of interactions in the Contact History view. See privilege.contact.can-filter-my-history.
- Define the list of attributes displayed on the Advanced Search window. See contact.history-search-attributes.
- Define the list of date search options on the Advanced Search window. See contact.date-search-types.
- Specify which interaction types (channels) are included in the My History view list of interactions. See contact.history.media-filters.
End