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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
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)

Grid Mode

Grid mode performs a "starts-with" search that searches each field of the contact database for the phrase (name, phone number, email 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, email 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.

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.

Refer to the Contact Directory topic in the Workspace Desktop Edition Help for more information about search results.

The following views employ the list-mode search:

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This page was last modified on May 4, 2018, at 10:30.