Search
The search function provides you with a powerful tool for finding the desired information quickly and reliably, even with large amounts of data.
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Advanced Search
The advanced search is a comfortable tool for the precise search for a specific mail or several mails with the same attributes. For this purpose, novomind iAGENT offers not only the classic input field for keyword search but also numerous selectable search parameters that can be combined as required:
| Search |
Enter an ID or any keywords or parts of words from the searched content you want to search for. The system does not distinguish between upper and lower case. This search field searches for matches in the following entities:
Shall only be searched in specific entities, they can be selected through the context menu that appears on clicking on the filter icon. As soon as a specific entity is selected, the filter icon becomes red.
The search field searches for whole words by default. Fuzzy search Exact search Search logic: |
| Date received | Determine the period in which the mail(s) you are looking for were received. |
| Date processed | Determine the period in which the mail(s) you are looking for were processed. |
| Tenant | Select one or more tenants. If you do not make a selection, the system searches in the mails of all tenants. |
| Category | Select one or more categories. If you do not make a selection, the system searches in the mails of all categories. |
| Routing Tags |
Select one or more routing tags assigned to the mails you are looking for. If you do not make any selection, the system searches in the mails with all routing tags. |
| Agent | Select one or more agents. If you do not make a selection, the system searches in the mails of all agents. If the agent has been restricted by configuration for the search so that it may only search in its own mails, this field is permanently preset with its own user and cannot be changed. However, there is one exception to this: if “Dimail.search.allowAllClerks” has been set by the operator of your novomind iAGENT system as the start parameter, the default setting is “All agents”. The agent can now select either itself or “All agents”, but cannot specifically search for mails from certain other agents. |
| Customer | Select one or more customers. If you do not make a selection, the system searches in the mails of all customers. |
The search is started by pressing [ENTER] or clicking on the Search button. Use Reset to restore the default search settings.
In addition to the general search parameters mentioned above, you will find specific search parameters for the novomind iAGENT modules under the tabs Mails, Chats, Calls and Claims. Shall only these module specific search parameters be used, the values can be set directly in these fields before executing the search the first time.
Mails tab
The filters explained below are used to further specify the result list from the detailed search.
The system remembers the set filters and uses them again the next time you log on. Click the Reset button to return to the default filter settings which most likely is an empty search filter dialog.
| Status | Select the status of the mail you are looking for. Multiple selections are permitted. If you do not make a selection, the system searches for mails of all statuses. |
| Incoming account | Select which inbox account was used to receive the mail you were looking for. Multiple selections are permitted. If you do not make a selection, the system searches in the mails of all inbox accounts. |
| Channel | Select via which channel the searched mail was received. Multiple selections are permitted. If you do not make a selection, the system searches in the mails of all channels. |
| Transaction code | If you are looking for a mail that has been completed using a transaction code, you can select the transaction code with which this mail was completed here. Multiple selections are permitted. If you do not make a selection, the system searches both in the completed mails (with or without final code) and in the mails that are not completed. |
| Ref-ID | The reference ID is an individual character that identifies the author of the mail or an external system. Typically, this is the customer number, but you can also define other characters (for example, the insurance certificate number) as Ref ID. |
| Email address |
Search for an entire email address or parts of an email address. Also select whether it is a To-, From-, CC– or Reply To address. |
| More filters |
Allows you to add more dropdowns with additional filtering options. The dropdown added in this way can be removed by clicking on the adjacent X.
The list of additional filter options can be extended by user-defined properties, so-called mail properties. These mail properties can be set either via the CRM tab, the knowledge base or customer-specific backend adjustments. |
Shall only these module specific search parameters be used, the values can be set directly in these fields before executing the search the first time.
Chats tab
The filters explained below are used to further specify the result list from the detailed search.
The system remembers the set filters and uses them again the next time you log on. Click the button to return to the default filter settings
| Status | Determine the status of the chat you are looking for. Multiple selections are permitted. If you do not make a selection, the system searches for chats of all statuses. |
| Channel | Select the channel on which the chat you are looking for was received. Multiple selections are permitted. If you do not make a selection, the system searches in the chats of all channels. |
| Transaction code | If you are looking for a chat that has been completed with a transaction code, you can determine here with which transaction code this chat was completed. Multiple selections are permitted. If you do not make a selection, the system searches in the completed chats (with or without transaction code). |
| Attachment | Specify the name or type of file attachment that the chat you are looking for has. To search for file types, you can use the wild card ‘*’ – for example, type ‘*.jpg’ to search for files of JPG type. |
| More filters |
Allows you to add more dropdowns with additional filtering options. The dropdowns added in this way can be removed by clicking on the adjacent X.
|
Shall only these module specific search parameters be used, the values can be set directly in these fields before executing the search the first time.
Resuming Messenger Chats (since iAGENT Version 11.17)
Finished, asynchronous messenger chats may be resumed through the advanced search.After selecting the chat in the search result, you may use the button “Actions”->”Resume”.
After the chat has been resumed, it will preferrably be forwarded to the agent that resumed the chat – but if they are not available because they exceeded their chat channel limits, the chat will be routed to another free agent instead.
Please be aware of the WhatsApp/Facebook 24 hours limits, which is still valid after resuming the chat!
Call tab
The call tab is only visible when the iAGENT Call module has been activated.
The following filters are to further decrease the search result count. They are call specific and thus are on the lower search area on the call tab.
The unique call id of the PBX
The caller’s telephone number
The number that the caller dialed
Allows you to add more dropdowns with additional filtering options. The dropdowns added in this way can be removed by clicking on the adjacent X.
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- Language (since version 12.22): The language of the call (which has been detected by the IVR or special numbers)
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- Transaction Code: The transaction code of the call which the agent set after the call has been finished.
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- Location: The location has been set by the IVR.
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- Not accepted by agent (since version 12.21): Any agent: All calls for which there is any agent who has not accepted.
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- Forwarded by agent (since version 12.21): Any agent: All calls for which there is any agent that has forwarded.
Detail view
Selecting a call from the list opens a detailed view with further information about this call.
General tab
This tab contains basic information about the call, such as the associated contact, the phone numbers used, the call ID, category, client and location, as well as the time and duration of the call.
Course tab
This tab lists which stations a call has passed through in the system and when. The course messages have the following meanings:
| Course message | Explanation |
| Received (in IVR) | The incoming call was answered by the IVR (automatic voice response system). |
| Enqueued | The incoming call has been queued to the IVR (automatic voice response system). |
| Tags changed | One or more routing tag(s) on a call have been changed – i.e. removed from and/or added to the call. |
| Recategorized | The call was recategorized. |
| Dequeued (in IVR) | The call has been removed from the queue in the IVR (automatic voice response system). This may be the result of an automated process in iAGENT or may have been initiated by a supervisor or agent. |
| Ringing | The agent phone rang. |
| Connected to agent | The participants were connected with each other. |
| Forwarded externally | The call was forwarded to a destination outside iAGENT. This may have been the result of an automated process in iAGENT or initiated by a supervisor or agent. |
| Agent disconnected (in IVR) | The connection was terminated by the agent and the call was routed back to the IVR (automatic voice response system). |
| Finished | The connection was terminated. |
Contact tab
Here you can find information about the contact of the caller, i.e. the corresponding ID, name, client as well as additional phone numbers of this contact.
Journey tab
Here you can find the journey of this contact.
Search for claims
Searching for claims is not possible via Advanced search in iAGENT Desk. A claim agent can search for claims via the Claim dialog (top right on the title bar).
By default, search searches the content of open claims. The drop-down menu on the search screen (
) further offers the option to extend a search to additional sections:
- Claim Names:
The names of claims will also be included in search - Note:
Search in notes - Agents:
Enables support of agent names as query terms - Assigned Ticket IDs:
If you know the ticket ID assigned to the required claim, you can use it as query term - Claim IDs:
Allows to search for claim IDs - Claim categories:
Applies the search query to the claim category names - Closed claims:
Also searches the contents of closed claims - Only closed claims:
Exclusively limits the search to the contents of closed claims - Contacts:
Searches for hits in the list of contacts. - Claim reasons:
Extends the search also to the claim reasons - Generic fields:
Incorporates the contents of the generic fields with the type “String” into search. The search does technically not include dynamic data fields of any other type (list, long, input). - Compensation-ID:
The connected compensation ID
The column selection (
) allows you to specify the columns – and thus the information –
you want displayed. In case your search returns a large amount of search results, you can use filters (
) to access specific claims more effectively. Depending on the content of the respective column, search boxes with free text entry, drop-down selection lists or selection buttons will be available.
Some of the search fields (e.g. notes) do not appear as a column in the results – in order to see the contents of these fields, the claim must be opened.
Enter a date using the calendar icon
The search and a number of novomind iAGENT functions (e.g. forward and resubmission functions) either require a date or daterange to be entered. There are two options for easily defining the start and end time for any given period:
- The calendar option:
This enables a fixed start and end time to be entered using the standard monthly calendar view that enables weeks and days to be selected and displayed. First enter the time and then select the day that you wish to be displayed.
- The interval option:
This enables the required interval of time to be selected and automatically defines the start and end date. A dynamic interval can be entered via suggestions or the slider. These intervals always refer to the current date.
The system parameters search.date.range.min and search.date.range.max can be used to set the maximum time period that can be defined using the sliders.
If a dynamic time interval is defined over the interval option, an icon ( 
) will appear next to the time specification to indicate the dynamic nature.
Restoring a closed mail
If a mail has been closed accidentally, it can be restored, either by a supervisor or the agent. To do this, an element from the relevant mail – which can both be identified and searched for – must be known (e.g. the process number or part of the subject line). This element enables the agent or administrator to search for the mail and display its contents by clicking on the relevant “mail” or “Template” column entries in the list of mails found. To restore the mail, the agent or administrator clicks on the arrow located to the left of the displayed mail (see Figure 162). The novomind iAGENT server will now restore the mail to the agent inbox. If an agent restores the mail, the novomind iAGENT server will automatically reroute it to that agent’s personal inbox folder.
Depending on configuration, the system creates a reactivated mail as a clone of the original mail with a new ticket ID and the same process ID of the original process.
Alternatively, the system can also restore the mail with the original ticket ID – as long as it has not been answered before!
Re-opening processes with existing agent responses
As soon as the first response to a customer is sent, this mail is marked as answered and closed. However, if the agent has to send the customer additional information at a later point in time, the existing process can be re-opened.
To find the mail, the agent searches for an identifiable element from that mail (e.g. the process number or the sender). The agent now selects the required mail from the list and opens it by clicking on the Mail tab .The mail is reactivated by clicking on the round arrow (
) located on the top left corner. A duplicate of the original message will be created and presented to the agent for processing. Processes of all response channels (text, HTML and PDF) can be reactivated.
On reactivation of replied processes, file attachments or HTML inline attachments are also re-activated and can be sent again.
Retrieving open mails
If the number of hits includes mails that have not yet been processed, i.e. their status is “Waiting in the queue”, then these can be directly called from the hits list by an agent provided that the agent is entitled to manual routing.
One or more mails can be retrieved via the context menu option “Manual retrieval”. Alternatively, individual mails can be retrieved via the “Retrieve” button in the Info area.
To retrieve: Open the mail concerned by clicking on the sender in the “mail Customer” column. The window that will then be opened contains the call button. Press the call button to “transfer” the mail into the agent’s personal inbox from where it can be directly answered.
Contact Search
On the tab “Contacts” all existing contacts may be found.
The search field searches for the following entities by default:
- ID
- External ID
- Name
- Email-address
- Phone number
Through clicking on the filter icon, specific entities can be considered in the search if you want to search only for the values of the external ID. As soon as such entry is activated, the icon becomes red.
The contacts may also be filtered by their tenants.
Tenants will be saved on the contacts themselves only from iAGENT version 11.16. Before using the iAGENT version 11.16, the search by tenants will not deliver any results.
After clicking a found contact entry, the details dialogue will appear.