Saved Searches

The criteria of a search can be saved as a query, so that the search can be easily run again using the same criteria whenever it is required. You can access saved searches in the Explore > Saved Searches tab.

To open the Saved Searches tab:

• In the Main Menu, under Search, select Saved Searches. The Saved Searches tab opens, and displays a list of the searches you have saved or other users have shared with you.

Columns in the Saved Searches Table

The following columns appear in the Saved Searches table:

Column	Description
file:Sm_checkbutton.png	Select the checkbox to include the search in a Delete action (see below). Note: If you did not create the search, this option is not available.
Run	Click the 20px icon to run the search and display the results in an Interaction Grid or an Event Grid at the bottom of the screen. (The type of grid depends on which type was selected in the search's settings when it was saved.)
Edit	Click the 20pxicon to open the Saved Search in the New Search tab, where you can change the parameters and settings and make use of all of the other features of the New Search tab.
Delete	Click the 20px icon to delete the search. Note: If you did not create the search, this option is not available.
Name	The name of the search.
Creator	The name of the user who created the search
Status	The status of the Saved Search. The following statuses may appear: Finished: The search was completed. Starting: The search is about to be executed. When this status appears, a Stop link appears beside it. Click the link to prevent the search from running. Processing stops and the status is changed to Stopping. Running: The search is being executed now. When this status appears, a Stop link appears beside it. Click the link to stop running the search. Processing stops and the status is changed to Stopping. Stopping: The Stop link was clicked during execution, and the search is in the process of stopping. When the process is completed, the status changes to Finished.
Sharing	The names of the groups and users with whom the search is shared appear in the table beside the icon. Click the Share icon to open a dialog box in which you can select the groups and individual users with whom you want to share the search. The members of the selected groups and the selected users will see the search listed in their Saved Searches tab, and will be able to run them. Note: You can only modify or delete searches that you created. If you want to modify the search criteria of other searches, you must save them under a new name.
Created on	The date on which the search was created
Coaching	Click Add to add the search to a Coaching session.
Permalink	Click Copy to create a Permalink to the search. You can copy the link to your clipboard and then paste it elsewhere as necessary. Later, you can use a browser to navigate to the Permalink address. When you do, the search will open in the browser. For additional information, see Permalinks.

Compare Saved Searches

Important

This feature is not available in Recording UI mode.

You can compare two custom data sets to see how they differ with regard to specific search criteria. For example, you could compare two teams of customer-service agents to see which team has more Dissatisfaction in the calls it handles. You can also compare the results of Explore processes between two data sets to see whether there are any noticeable differences between them with regard to the most common terms that appear in their call flows.

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Setting up comparisons of this sort is a two-stage process. In the first stage, you define the data sets you want to compare in the New Search page, and save each of them as Saved Searches. In the second stage, you select the two data sets in the Saved Searched page and then initiate the comparison process. The results of the comparison are included in a report that is sent to you via e-mail when it is ready. In addition, you can open the report in the Saved Reports tab of the Reports page.

Important

Only calls can be included in the custom data sets that are compared.

To compare two custom data sets:

1. Select Explore > New Search.
2. Click 20px and open the Filter Panel to define the data set you want to use for the exploration. See: Defining Search Criteria. Be sure to select a single language, and only the Calls interaction type.
3. Click Save. You are prompted to provide a name for the Saved Search.
4. Enter a name and select OK. The data set is saved as a Saved Search.
5. Repeat the steps above to define the second data set you want to use in the comparison and save it with a different name.
6. Select Explore > Saved Searches.
7. Select the check boxes beside the two Saved Searches you created. The Compare 15px option in the Actions area above the table of Saved Searches becomes active.
8. Click Compare 15px. A dialog box opens.
9. Under Report Name, enter a name for the comparison report.
10. Under Categories and Topics, select the Categories and Topics you want to compare. (For information about using the Multi-Select box, see Defining Search Criteria.)
11. If you also want to receive an Exploration report for the two data sets, select Also run exploration.
12. Select Run. A message appears, informing you that the report is being generated, and that an e-mail will be sent to you when the report is available.

Sorting the Columns

You can choose to sort the tables by any column that contains a call parameter.

To sort a table by a column:

• Click the title of the column.

Important

Click the title a second time to reverse the sort order.

Selecting the Number of Rows

You can choose how many rows to show in each of the tables.

To select the number of rows to display in a table:

• At the bottom of the table, in the dropdown list, select the desired number of rows.

file:Sm_columnselection new.png

Filtering a Table

If there are a lot of items in the Saved Searches table, you can find the items you are interested in by filtering the display. You can filter by item name and/or by the name of the user who created the item.

To filter the items in a table by name:

• At the top of the table, in the Name field, type a letter or sequence of letters that appears in the name of the item you are looking for. The list is filtered as you type; only those names that contain the sequence you typed are displayed in the table.

To filter the items in a table by their creators:

1. At the top of the table, under Creator, open the Multi-Select box.
2. Select the users whose searches you want to see.
3. Click Close. The list is filtered; only those items that were create by users you selected are displayed in the table.

Important

For additional information about using the Multi-Select box, see Defining Search Criteria.

Collapsing a Table

If you do not want to display the table, you can collapse it. This may be convenient, for example, when an Interaction Grid is displayed at the bottom of the screen.

To collapse / expand a table:

• In the upper-left corner of the table, beside the title of the table, click the collapse icon.

Deleting Multiple Saved Searches

You can delete multiple saved searches in one action.

To delete multiple saved searches:

1. In the table, select the checkbox to the left of each item you want to delete.
2. Above the table, under Actions, click file:Smicon_delete.png. You are prompted to confirm that you want to delete the selected items.
3. Click Yes. The items are deleted.