Search features in Risk Management

Risk Management automatically saves the last 10 searches you perform. Search history displays in descending order. After completing a search, refine your retrieved search results even further based on the data in the search results.

Search privileges and organizational visibility

When searching by person (employee, customer, target), search results depend on the search privileges assigned to you in User Management. You can search for interactions with employees assigned to an organization/group over which you have scope (in your visibility). You can also search for your own items. If you have the role privilege, you can search for any item in the organization outside your visibility.

Search results limited by Conditional Custom Data (CCD) values

If the enterprise uses CCD visibility logic to control interaction access, the interactions to which you do not have access are not represented in any Risk Management search result.

Full-text search

Users with permission for full-text searches can enter specific words or phrases to locate in text interactions or text transcribed from voice interactions. To narrow the focus of a search even further, select search operators to create a full-text search expression. Examples of operators include AND, NOT, and LIKE. Any other search criteria that you define are also included as search criteria.

Start a full-text search from the Search panel, from the Advanced Search window, or from the Search Results workspace.

Manage saved searches

Save criteria you use frequently for basic, advanced, or full text searches. Saved searches enable you to repeat searches without having to define the criteria for each search. Save searches can be private or public.