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Finding Contacts, Internal Targets, and Interactions

Two different types of search routines are employed by Workspace to enable you to search for contacts and internal targets:

  • Grid mode
  • List mode

Grid Mode

Grid mode performs a "starts-with" search that searches each field of the contact database for the phrase (name, phone number, e-mail address, or other criteria) that you provide in the search field.

Results are returned in tabular form and are sorted according to the default search field, such as Last Name. The following views employ the grid-mode search:

For more details on search results and the functionality in each window and view, see the Workspace 8.5 Help.

List Mode

List mode performs a "keyword" search that searches each field of the contact database for the word or words (name, phone number, e-mail address, or other criteria) that you provide in the search field. Each field of the database is searched by using a "starts-with" search for the keyword(s) that you provide.

Results are returned in a list that is sorted according to the rules of Lucene scoring. In most cases, you can refine the search results by using the filtering features of the list view. For example, you can filter your search results so that only contacts or favorites are displayed.

The following views employ the list-mode search:

For more details on search results and the functionality in each window and view, see the Workspace 8.5 Help.

Retrieved from "https://docs.genesys.com/Documentation:IW:User:Finding:8.5.0 (2019-06-26 02:46:23)"
This page was last modified on June 3, 2014, at 10:43.

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