Refine results using full-text search

If you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to perform full-text searches, you can refine search results based on specific words or phrases. Locate the words or phrases in text interactions or text transcribed from voice interactions. Use full-text search operators to create search expressions.

Before you begin 

Full-text searches use a specific language. The default language used is what you selected for full-text searches in your preferences.

• To see your preferred language for full-text searches, from Preferences, select the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. tab.

• To override your default language, use Advanced Search.

Procedure 

1. After performing a search, use the full-text search panel displayed above the search results columns.

2. In the full-text search field, enter one or more terms or phrases you want to find in the search results. The field displays the default text of "Search interactions".

3. Optional: To narrow the focus of your search further, select an operator from the Operators drop-down list. The system appends the operator you select to your search expression.

   • After inserting an operator, update the field to form a valid expression.

   • If you are familiar with expression syntax, you can also use your keyboard to enter operators.

   • System validation of expression syntax occurs when the cursor exits the search field.

   • If the search syntax is invalid, you cannot submit the search. A red outline around the search field identifies invalid expression syntax. Correct the invalid syntax before searching.

   • For instances of invalid syntax, point to the search field to see the syntax error as a tooltip.

4. If your search expression is valid, to see the results refined by the full-text search, click New Search.