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 run full-text searches, search for interactions based on specific terms or phrases. The search finds specific words or phrases in text interactions or text transcribed from voice interactions.

Where to find

Field Information

In the text search field, enter the words or phrases you want to find in transcribed text or in text interactions. To narrow the focus of your search further, use the operators supported for full-text searches to create a search expression. You can use one or more operators to create a search expression.

The language of the words or phrases that you provide must match the language in the Language list; otherwise no results are returned.

Usage notes

  • If you type an operator instead of adding it from the drop-down list, use uppercase letters only. If you enter the operator in lowercase, the application considers it a search term. For example, use of like is not recognized as an operator.

  • The case of search terms does not matter; search terms are not case-sensitive.

Stop words

If your full-text search includes stop words (for example, a, and, or, and the), the stop words are ignored in the search. For example, when searching for:

  • the AND manager: Only manager is searched; the stop word the is ignored.

  • the NEAR manager: Only manager is searched; the stop word the is ignored.

  • the NOT manager: No results are returned.

  • and: No results are returned.

Valid Characters

This field contains non-Unicode character data and can contain unlimited characters. Value can contain:

  • Numerals

  • Any letter (in any supported language)

  • Special characters

    The following special characters are supported:

    • Parentheses ( )
      Use only as part of an operator to create an expression.

      For example: (call NEAR back) NOT today

    • Double quotation marks " "
      Use only when searching for an exact phrase or when searching for a prefix.

      For example:

      "speak to manager"

      "manag*"

    • Colons :
      Use only for speaker separation operators.

      For example: A:good morning

      Use of other special characters is ignored. If you enclose special characters with quotation marks, they are considered part of a search term.

      For example:

      • If you search for "Linda.Jones@company.com" (with quotation marks), the system retrieves interactions that contain the exact string.

        If you search only for part of the string, for example Linda.Jones, no results are returned.

      • If you search for Linda.Jones@company.com (without quotation marks), the special characters are ignored and the system retrieves interactions that contain either linda, jones, company, or com.

Invalid Characters

Character

Name

{ or }

Braces

[ or ]

Brackets

Indexed

No

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Search for interactions using full-text search

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