Refine results shown for a case or recycle bin

To display a smaller set of interactions, you can refine the interactions shown for a case or a recycle bin. Refining what displays enables you to isolate specific interactions of interest.

The refinement fields are displayed along with the case or recycle bin contents. Only applicable values from the interactions are available as refining options.

The following fields cannot be used to refine your search results: ANI, Channel, Interaction ID, Switch Call ID, and Participant.

Example: Refine search based on person

If you see 10 interactions for John Doe, 20 interactions for Jane Smith, and no interactions for Henry Johnson, the refining options based on person are: John Doe (20) and Jane Smith (10). Henry Johnson is not displayed at all.

Before you begin

Access a case or recycle bin that contains at least one interaction.

Procedure

From the Refine Results panel, define the relevant values you want to include for search results refinement.
- Counts display next to each value, which identifies the number of interactions associated with the value. For example, interaction Direction.
- If more than five values exist for a field, a More option is displayed for that field. To display all the relevant values in alphabetical order, click the More option.
- To remove an applied refining field, clear the check box next to the refining field you want to remove, or click Reset.
- To remove or select all refining fields for filters that have more than five values, click More. Then click Clear All or Select All at the bottom of the list.
  
  The result set is immediately updated according to your refine selection. The refine fields and values are updated to reflect the new results.
  
  The number of refined items are reflected in the header. For example, the number of interactions originally retrieved in a search is 53. After refining your search, the number of interactions displayed is 26. The header displays the following:
  Displaying 26 out of 53 Interactions.