Search

You can use the Search field in the MAX digital channels inboxClosed Area where cases appear in the digital interaction workspace in an agent application to locate a specific customer, caseClosed An interaction with one contact about one topic that can consist of many inbound and outbound messages., postClosed A social media post that can result in multiple threads from various contacts., or message. You can narrow your search with filtering options such as tags or channels. For example, you can choose a channel to limit your search to cases in that channel.

Searching is an optional feature. Depending on how your administrator has set up the feature, you may be limited to a certain type of search. For example, you may be able to search for messages but not customers. If you don't see the Search field in your digital inbox, your administrator has disabled the search option.

Filtering Options to Narrow Your Search

You can narrow your search by using one or more of the filtering options on the tab you are searching. Not all filtering options are available for every type of search.

Search terms and filtering options combine. The more terms and options you provide, the fewer interactions will match your search. For example, lost banana will match a longer list of interactions than lost banana combined with filtering options that limit the channelClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. to Facebook and the status to Resolved.

Filtering Option

Details

Available for
Search Type
Agent The agent who sent a message. Messages
Assignees

The MAX user a caseClosed An interaction with one contact about one topic that can consist of many inbound and outbound messages. or customer is (or has been) assigned to. For cases, you can choose: 

For example, Mowgli takes a new case from the queue. He is now the inbox assignee for the case. The case doesn't yet have an owner assignee. When Mowgli finishes his response, he closes the case's tab, ending the interaction. The case now shows Mowgli as the owner assignee. The case doesn't have an inbox assignee until the next day when Hathi opens the case and sends a message to update to the customer. Hathi is the inbox assignee, but Mowgli is still the owner assignee. When Hathi closes the case's tab, he becomes the owner assignee.

Cases, Customers
Channel The channel the interaction is associated with. Includes voice and digital channels. Cases, Messages, PostsClosed A social media post that can result in multiple threads from various contacts.
Date Created, Days, Date Indicates a date or range of dates. Cases, Messages, Posts
Engaged Select to identify contacts that are waiting for responses. Customers
Facebook Select to find customers who have contacted your organization with Facebook. Customers
Has Note Select to narrow your search to customers that have notes added to their customer cards. Customers
Influencers Select to limit your search to contacts that your organization has identified as are social media influencersClosed People on social media with established reputations and large followings who can impact the opinions and actions of their audiences.. Customers
Read Status A set of statuses that indicate if the message has been read. Messages
Relevance A set of filtering options you can use to narrow your search. The options, shown in the next table, vary depending on the search type. Customers, Posts
Resolution Time The time when the case status was changed to Resolved. Use this option to sort the cases that match the filtering options. You can choose it by clicking the text next to the sorting icon. Cases
Routing Queue

Select the routing queueClosed Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact that contains the cases you want to search.

Cases
Sentiment The sentiment applied to an interaction. Messages, Posts
Status The current status of the interaction. Cases, Posts
Tag A set of tags available for applying to cases, messages, or posts. The available tags vary. Each organization creates tags to meet its needs. Cases, Messages, Posts
Twitter Select to find customers who have contacted your organization with Twitter. Customers
Users Select a MAX user to show only posts currently assigned to that agent. Posts

Relevance Filtering Options

The options in this table are available in the Relevance drop-down list. You can find this list on the Customers tab and the Posts tab when searching in MAX. Not all options are available on both tabs.

Field

Details
First Name Select to search using the customer's first name.
Inbound Posts Select to limit your search to posts made by customers to your organization
Newest Select to show the newest posts first.
Oldest Select to show the oldest posts first.
Outbound Posts Select to limit your search to posts agents have made to customers.
Surname Select to search using the customer's last name.

Search Tips

To Do This

Enter Your search like this
Search for an exact match

Put a word or phrase inside quotation marks. 

For example: "lost banana" will match lost banana but not lost yellow banana. 
Include all words from your search

Put AND or a space between each word you want to include.

For example: lost AND banana will match any interaction that contains both lost and banana.
Broaden your search

Put OR between each word in your search.

For example: lost OR banana will match any interaction that contains either lost or banana as well as any interaction that contains both terms.

Exclude words

Put NOT or a minus sign to exclude words.

For example: lost NOT banana will match any interaction that contains lost but not banana. Any interaction that also contains banana will not be a match.
Use multiple operators

AND, OR, and NOT are operators. When using more than one operator, put parentheses around the words you want to group with each operator.

For example: (lost AND banana) NOT monkey will match any interaction that includes lost and banana. It will exclude any interaction that also contains monkey.
Search for wildcards, unknown words, or partial words

Put an asterisk in the word or phrase as a placeholder or wildcard.

For example: ban* will match banana, banter, bannister, ban, and so on.

Use of special characters

To include the following special characters and symbols in your search, place them in quotation marks: = & |> < { } [ ] ^ ~ ? : \ /

For example: banana"/"plantain will match any interaction that includes banana/plantain.

Search for Posts

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Posts.

  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.

  2. Click the Posts tab.

  3. Search and filter to find the postsClosed A social media post that can result in multiple threads from various contacts. you want to see:

    • Enter a word or phrase in the text area next to the search icon at the top of the Posts tab. Click Search.

    • Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.

  4. Continue adding or removing search terms and filtering options until you locate the post you need.

Search for Customers

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Customers.

  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.

  2. Click the Customers tab.

  3. Search and filter to find the customers you want to see:

    • Enter the customer's first, last, or full name in the text area next to the search icon at the top of the Customers tab. Click Search.

    • Click a letter of the alphabet to narrow the search to first or last names beginning with that letter and click Filter.

    • Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.

  4. Continue adding or removing search terms and filtering options until you locate the customer you need.

Search for Cases

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Cases.

  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.

  2. Click the Cases tab.

  3. Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.

  4. Continue adding or removing filtering options until you locate the case you need.

Search for Messages

The Search tab in the digital workspace in MAX, showing the subtab where you can search for Messages.

  1. In MAX, use the Search field in the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application.

  2. Click the Messages tab.

  3. Search or filter to find the messages you want to see:

    • Enter a word or phrase in the text area next to the search icon at the top of the Messages tab. Click Search.

    • Select one or more filtering options to narrow your search. Click Filter to apply the selected filtering option.

  4. Continue adding and removing search terms and filtering options until you locate the messages you need.