Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating the Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Using the Calendar
- Getting Help
- Understanding and Handling Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Handling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After Call Work
- Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Prerecorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- Voice Signatures
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- Chat Messages
- How to Send and Receive Pictures and Documents
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- How to Send a Secure Form
- Handling Multiple Chat Sessions
- Co-browsing
- Handling Mobile Interactions
- Handling Email
- General Information About Handling Email
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from My Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Change Default Email Font
- How to Compose a Reply
- How to Use My Follow-ups to Send a Follow-up Outbound Email
- How to Use Cases to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- 1 How to Search Email Cases
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- Dashboard
- Wallboard
- Keyboard Shortcuts
- Ways to Request Assistance
- How to Use Internal Chat
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Ending Your Working Session
- Error Messages
How to Search Email Cases
As you work with more customers and fulfill more customer requests, you will accumulate a growing collection of cases. From your Agent Desktop, you can search through your cases easily using a partial string search in any language.
Search String
To search your email cases in Agent Desktop, navigate to the Active Communications List, select the Cases folder, and type in any character(s) (i.e., letters and/or numbers) into the search string field. In addition, you can enter email addresses, names, case numbers, and email thread identifiers.
You do not need to type in the full name of a contact or a contact's complete email address in order to return the email case you want. With a string search, you can type the local-part or domain of email addresses or first or last names; the search will return any strings that match. Please note, partial word searches will not work.
For example, if you wish to find a case for "Sara Henry" and you know this customer's email address is "sarahenry@gmail.com", type in "sarahenry" or "gmail.com" in order to return a list of matching results. On the other hand, if you try to find "Sara Henry" using the search strings "sar" or "hen", no results will come up.
Name
In the example shown, entering a first name, last name, or full name in the search string input field returns several results with data for the case number, the date the case/email was created, and the email's subject line.
Case
When a new email request arrives, the system creates a case for it automatically and assigns a number to this case that is unique within your contact center (e.g., 14355). This number is typically communicated to the customer and can be used by both the customer and yourself to refer to the given request in all future communications. If you know the case number, you can enter it in the search string input field.
Email Thread Identifier Search
A group of emails related to the same case is called an email thread. When you reply to a customer’s request for the first time, the system will generate a unique thread identifier and attach it to the email subject. Unlike the case number, the email thread identifier may contain both numbers and letters (e.g., JXA6PDRNQ2SO) and is intended primarily for automatic processing. If you know the thread identifier, you can enter it in the search string input field.
For more information about email cases, see section Understanding Email Cases and Threads.