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Contact Search

[Modified: 8.5.112.08]

The Contact Search view enables you to use the Contact Directory to find the email address of the target to whom you want to forward an inbound email interaction, direct an outbound email interaction, or merge with an existing contact.

You can search the contact database in one of two ways:

Your administrator might configure your system to enable you to search only the contacts that are related to your work.

Quick Search

To search the contact directory, type the name, phone number, or email address of a contact in the Quick Search field. Quick Search is a begins with search.

Contact Quick Search
Tip

Genesys does not support wildcard characters in Contact Database searches

Click the magnifying glass to search for the value that you have entered.

The contact database is search based on your criteria and the search results are displayed in the Contact Directory.

Click the X to clear the Quick Search field.

Advanced Search

Click Advanced Search (IWShowHideAdvSrch 850.png) to open the Advanced Search view.

Contact Advanced Search

Click the Add Condition link to add more search criteria. Remove criteria from consideration by clicking the X next to the option.

Tip

Genesys does not support wildcard characters in Contact Database searches

Click the magnifying glass to search for the value(s) that you have entered.

The contact database is search based on your criteria and the search results are displayed in the Contact Directory.

Click the X to clear all search field.

Tip

Your administrator configures the default search criteria for this view; however, you can add or remove search criteria as needed. Workspace remembers the last search criteria that you used and displays these when you use the Advanced Search feature again. [Added: 8.5.112.08]

Search Results

Search results are displayed in one of two views that each give different results. The search behavior is determined by the search result-type that you select:

  • List View — searches each field of the contact database for the keywords that you specify and displays an unsorted list of all of the contacts in the contact database that match the search criteria.
  • Grid View — searches each field of the contact database for the phrase that you specify and displays a list of records where at least one record field contained the search phrase.
Tip
In some contact centers only one of the two views might be available. In this case, the List (IWQuickSearchListViewButton 850.png) and Grid (IWQuickSearchGridViewButton 850.png) buttons are not displayed. (Modified: 8.5.105.12)
Contact Directory

Use the Show Contacts View (IWGridListToggleButton 850.png) button to toggle back and forth between the Grid and List views.

Page Controls

Page through the list of search results by doing any of the following:

  • Click the Go to the Next Page button (IWContactListGoToNextButton 850.png) to view the next page.
  • Click the Go to the Previous Page button (IWContactListGoToPreviousButton 850.png) to view the previous page.
  • Click the Go to First Page button (IWContactListGoToStartButton 850.png) to return to the start of the list of search results.
  • Click the Go to Last Page button (IWContactListGoToEndButton 850.png) to return to the start of the list of search results.
  • Specify the number of items that are displayed on each page by using the per page drop-down list.

List View

Click the Show Contacts in List View button (IWQuickSearchListViewButton 850.png) to display the Contact Directory List view.

The List view displays an unsorted list of all of the contacts in the contact database that match the search criteria.

The search is a 'keyword' search that searches each field of the contact database (name, phone number, email address, or other criteria) for the word or words that you provide in the search field. The search engine tries to match any word of each field specified in the search criteria (that are allowed by your administrator for Quick Search or that you manually specified for Advanced Search) of the database by using the selected matching mode 'starts with' in quick search, and 'starts with', 'is', or 'contains', if enabled by your Administrator, in advanced search) to search for the keyword(s) that you provide.

Examples:

  • Quick search using the keywords John Daly as the criteria in a quick search defined to apply to only the First Name and Last Name fields will match a contact where First Name=John and Last Name=Daly
  • Quick search using the keywords John Junipero as the criteria in quick search defined to apply to only First Name, Last Name, City, and Address, will match a contact where First Name=Johnny and Address = 2001, Junipero Serra Blvd.
  • Advanced search set to Match all criteria using the First Name' equals Johnny and Address contains pero will also match the contact where First Name = Johnny and Address = 2001, Junipero Serra Blvd.

Results are returned in a list that is not sortable. If the result set is too large, you can refine the search results by adding more keywords to your search criteria (the sort order in this context is undefined).

Tip

Genesys does not currently support mixed character sets in contact database searches, so, for example, it is not possible to search for words in Chinese Simplified characters and Latin characters in the same search string, and the sequence of Chinese Simplified characters immediately followed by Latin characters will not be considered as two words.

Use the page controls to navigate the list. Click a contact to select it for an action. Use the Grid view to sort the search results based on contact attributes.

Contact Directory in List View

Grid View

Click the Show Contacts in Grid View button (IWQuickSearchGridViewButton 850.png) to display the Contact Directory Grid view.

Grid mode performs a search that considers each field of the contact database (name, phone number, email address, or other criteria) as a phrase (as opposed to the list view mode that considers each field as a tokenized list of words) and uses the search criteria that you provide as a phrase, not as a list of words.

Examples:

  • Quick search using the phrase John Pa as the criteria in a quick search defined to apply to only the First Name and Last Name fields will match a contact where First Name=John Paul and Last Name=Doe
  • Quick search using the phrase John Daly as the criteria in quick search defined to apply to only the First Name and Last Name will not match a contact where First Name=John and Last Name=Daly
  • Advanced search set to Match all criteria using First Name equals Johnny and Address starts with 2001, Junip as the criteria will match a contact where First Name = Johnny and Address = 2001, Junipero Serra Blvd.

Results are returned in tabular form and sorted according to the default search field, such as Last Name.

The Grid view can be used to help to refine your search by sorting the results.

Contact Directory in Grid View

Click a column head in the Grid view to sort the list based on that criterion. Click a column head a second time to switch between ascending and descending sort order. Use the page controls to navigate the list. Click a contact to select it for an action.

Related Resources

The Workspace Desktop Edition User's Guide (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:

Related topics

Top 10 pages

  1. Workspace Desktop Edition Help
  2. Main Window
  3. My Status
  4. Contact Directory
  5. Workbins
  6. Functionality Overview
  7. My Messages
  8. Login
  9. Voice Consultation
  10. Components, Features, and Controls

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This page was last modified on May 10, 2018, at 11:29.