User Guide

Quality Management Desktop User Guide
50 September 2009
Your search can be either a one-step process or a two-step process.
■ In the one-step process, you search for contacts only. All users with access to
the Archives tab can use the one-step process. Agents and knowledge
workers are limited to viewing only their own contacts.
■ In the two-step process, you first search for agents and then search for a
particular agent’s contacts. Only supervisors, managers and archive workers
can use this process. The two-step process is the fastest way to locate a
contact.
Any search you run can return a maximum of 3000 results. If the search exceeds
3000 results, you will see a message asking you to narrow the date range of your
search.
The search criteria fields are defined in Table 23.
Table 23. Archive search criteria fields
Field Description
*
First Name The agent’s first name. This field does not appear for
agents or knowledge workers.
Last Name The agent’s last name. This field does not appear for
agents or knowledge workers.
Agent Tagged Select the check box to search for contacts that the
agent has marked to be saved, using a third-party API.
Metadata Field A drop-down list that contains all unencrypted metadata
fields that have been defined by the administrator. You
cannot search encrypted metadata fields.
Metadata Search Search string for contents of the selected metadata
field. The format for this field is determined by the
format of the selected metadata field: a date, a number,
or text.
Phone A phone number that is part of the contact’s enterprise
data (calling number or called number).
NOTE: Some calling numbers are private and are
put into the database as “unknown”. You can type
unknown in this field to search for these customer
contacts.
Start Date Automatically filled with yesterday’s date. Select the
desired date using the calendar button or entering the
date in <Month> <day>, <year> format.