Tickets Search

Use the Tickets Search application under the Interactions Hub to search for tickets imported via CRM Ticketing.

This feature is available if you have the CRM Ticketing license and have toggled on the Search & Playback > Search> Search Tickets Search Tickets .

For more information see CRM Ticketing.

In the Ticket Search Results you can:

Search by Free Text

  1. Click the app selector icon of app selector and select Interactions Hub.
  2. Select the Tickets Search tab.

  3. In the search box, enter free text to find a ticket.

  4. Click Search. Matching tickets are displayed in the Search Results page.

  • For searching on ticket fields in the free text search:
    • For the assigned agent name, assigned team name, first reply agent, first reply team and subject fields, you can enter a part of the word (two characters or more) of the word that you are searching for.
    • For ID and External Ticket ID fields you must search by exact text including all characters and numbers.

  • Search for an exact match: Put a word or phrase inside single 'quotation marks'.

  • Include all words from your search: Put AND or a space between each word you want to include.

  • Combine terms: Put OR between each word in your search.

  • Exclude words: Put NOT or a minus sign to exclude words.

  • Group terms: When using more than one type of operator, put parentheses around the words you want to group, such as AND and OR.

  • Search for wildcards or unknown words: Put an asterisk in the word or phrase to leave a placeholder.

  • Use of special characters: These characters and symbols should not appear in your search phrase unless in single quotation marks:
    = & |> < { } [ ] ^ ~ ? : \ /_"

Search by Defining a Query

  1. Click the app selector icon of app selector and select Interactions Hub.

  2. Select the Tickets Search tab.

  3. Use the search box to search for a ticket by ID, name or text.

  4. You can click +Add Criteria to include additional criteria to define the search.

  5. Refine your search further on selected Criteria by using the additional Filters.

  6. Click Search. Matching tickets are displayed in the Search Results page.

  • Ticket ID

  • External ID

  • Agent criteria:

    • Assigned Agent - Name of the assigned agent
    • Assigned Team - Team name of the assigned agent
    • First Reply Agent - The agent who provided the first response on the ticket
    • First Reply Team - The team of the agent who provided the first response on the ticket
    • Assigned Agent Groups - The groups to which the assigned agent belongs
    • First Reply Agent Groups - The groups of the agent who provided the first response on the ticket
  • Time criteria:
    • Start Time - When the ticket was first created
    • Close Time - When ticket was marked as closed in the source platform
    • Update Time - The last time any changes were made to the ticket
    • Resolve Time - When the ticket was first solved
  • Direction
  • Priority
  • Status
  • Behavioral Metrics these are only available for users with and Customer Satisfaction license under the Analytics Enlighten Models. Filters can be applied to each criteria: 
    • Acknowledge loyalty
    • Actively listening
    • Be empathetic
    • Build rapport
    • Demonstrate ownership
    • Effective questioning
    • Inappropriate action
    • Promote self-service
    • Set expectations

    You can filter these behavior criteria by selecting a value from filter dropdown: Strongly Negative (red), Moderately Negative (orange), Neutral (gray), Moderately Positive (light blue), and Strongly Positive (dark blue). You can select multiple filters per criteria.

  • Sentiment, this is only available for users with a Quality Management Advanced license.
    • Agent sentiment

    • Customer sentiment

    You can filter Agent and Customer Sentiment by selecting a sentiment level from the filter dropdown. The available sentiment filters include: Positive, Negative, Neutral and Mixed. You can select multiple filters per criteria.

    • Enlighten sentiment

    This is the measure of customer sentiment as generated by CXone Mpower AI, based on a predictive net promoter score, you can filter Enlightenment Sentiment by selecting a sentiment level from the filter dropdown. The available sentiment filters include: Strongly Negative (red), Moderately Negative (orange), Neutral (gray), Moderately Positive (light blue), and Strongly Positive (dark blue). You can select multiple filters per criteria.

  • QM Category, this is only available for users with a Quality ManagementAdvanced license. You can filter by QM categories :

    • QM categories are selected from the defined filter list. Multiple filters may be selected.

    • Use the search field in the drop-down to find categories.