Search in CXone Agent

You can use the Search space in CXone Agent to search for:

• Interactions: On the Interactions tab, you can search for these kinds of interactions:

  • Chats

  • Emails

  • SMS (text messages)

  • Social messages

  • Social platform interactions

  • WhatsApp messages

  Click an interaction to view it in a preview.

• Messages: You can search for specific messages on the Messages tab. It displays:

  • The case ID number. Click a case ID to view the message in a preview.

  • The date and time the message was sent.

  • If the message has been read.

  • The channel name.

  • The author name.

• Contacts: You can search for specific contacts The person interacting with an agent, IVR, or bot in your contact center. on the Customers tab. It displays the contact's name, profile picture (if any), the date and time of their last activity, the number of inbound messages the contact has sent, and the number of outbound messages they've received. Click a contact to view their customer card.

• Threads: You can search for specific threads A social media thread stems from one original post. A post can result in multiple threads from various contacts. on the Threads tab. It displays the date and time the thread began, the channel name, the contact's name, and links to the associated interactions and messages. Click Open in the Interactions column to view interactions associated with the thread. Click Open in the Messages column to view messages associated with the thread.

Apply Filters to a Search

You can apply filters to a search to quickly find interactions that meet certain criteria. Click Filters in the top right to see the available filters. Configure the filters, then click Apply. To reset the filters, click Clear. The filters also reset when you log out of CXone Agent.

Apply Queries to a Search

You can apply queries to a search to find specific interactions, messages, contacts, or threads. Click the search bar to view a drop-down list of available queries.

Change the Columns in the Search Results

You can change the columns that appear in the table of search results on the Interactions, Messages, and Threads tabs.

Your changes are reset when you log out of CXone Agent.

1. In CXone Agent, click Search in the left menu.

2. Click Customize in the top right.

3. Click Reorder next to a column name and drag. The columns listed above the line appear in the search results.

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Assign Interactions to Yourself

You can select interactions to assign to yourself, if your administrator has enabled this for you. You cannot assign interactions that have a status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of Closed.

1. In CXone Agent, click Search in the left menu.

2. On the Interactions tab, select the checkbox next to each interaction you want to assign. You can assign up to five interactions at a time.

3. Click Assign to Me.

Assign Interactions to Other Agents and Skills

You can select interactions to assign to other agents and skills, if your administrator has enabled this for you. You cannot assign interactions that have a status of Closed.

1. In CXone Agent, click Search in the left menu.

2. On the Interactions tab, select the checkbox next to each interaction you want to assign. You can assign up to five interactions at a time.

3. Click Assign to Others.

4. In the drop-downs under Assign To, select Agent or Skill, then select the agent or skill you want to assign the interactions to.

5. Click Assign.

Change the Status of Multiple Interactions

You can change the status of multiple interactions, if your administrator has enabled this for you. For example, if you've just completed three interactions, you can select those three and mark them as Closed.

If you select interactions with different statuses, those statuses will not be visible in the drop-down of statuses to choose from. For example, if you select an interaction with a status of New and another with a status of Escalated, the New and Escalated statuses won't appear in the drop-down.

1. In CXone Agent, click Search in the left menu.

2. On the Interactions tab, select the checkbox next to each interaction you want to change the status of.

3. Click Edit Status.

4. Select the status you want from the drop-down, then click Change. CXone Agent displays a pop-up error or success message.

Reply to Multiple Interactions

You can send the same reply to multiple interactions, if your administrator has enabled this for you. This reply must be text only; it cannot include images or attachments. You can do this for interactions with any status.

1. In CXone Agent, click Search in the left menu.

2. On the Interactions tab, select the checkbox next to each interaction you want to reply to.

3. Click Reply.

4. Write your reply, then click Send.

Preview Interactions

When you click an interaction in the search results, it opens as a preview in the interaction space. In this preview, you can reply to the interaction without it being assigned to you. This gives you context to help you determine if you should handle the interaction. However, if the interaction's Status is Closed, the response field doesn't appear, and you cannot reply to the interaction. Previews appear in the interactions menu in blue.