The Directory
The directory is a list of contacts. Various categories of contacts including Customers, Agents, External contacts and Channels may be displayed.
The categories that display depend on the task you are handling.
The Directory displays when you need to lookup a contact. This happens in many contexts such as choosing who to call, add to a call or who to transfer to.
The directory may be filtered or searched. You may choose to filter Agents, to see those who are in idle state, as these will be available to assist. You can also search by typing a few characters of a name or email address.
Filter the Directory
Filter Agents
All Agents are displayed. You may filter them by idle, break, or busy state, or use the Search agent box, to search for an Agent by name.
The filter buttons toggle on and off as you select them.
You can use the filter buttons in any combination. Two examples are illustrated.
Idle Filter
Selecting the Idle filter is useful as you will only see Agents who are available.
Use the Idle filter to see Agents available to take the transfer.
Deselect the Busy and Break filter buttons, to make the Idle filter available.
Idle and Break Filters
Use the Idle and Break filters to see Agents who are not actively engaged on a Task.
Deselect the Busy filter, and enable the Idle and Break filters
Search Contacts
Type a few characters of the details of your contact in the search box, then click the search button on the right of the search box.
The contact list shows only those contacts that match your search.
Search scope
Below the search box, select to enable or disable the options:
Has phone
Has email
Has name
Enabling or disabling these options changes the scope of the search. For example with all the options selected, the search will match the characters entered on phone, email, or name.
With just "Has name" selected. The search is limited to name only.
Type the first few characters of the name, email address or phone number that you want to search for into the Search Agent box.
Note that you text you type can be anywhere in the customer's phone number or name, so first-name or area code can help to find the intended customer. Key enter or the search icon to complete your search.
Click the search button at the right of the search box to search.
Search through a Channel
Select the Channel icon.
Use the Search Channel box to filter the list of channels, to the one you need.
Search External Contacts
Select the Contacts icon.
Use the Search Channel box to filter the list of contacts, to the one you need.
Reference List of Supported searches
- Agents
- First Name
- Last Name
- Full Name
- Email Address
- Channels
- Full channel name
- Partial channel name
- External contacts
- Partial email address
- Full email address
- First Name
- Last Name
- Full Name
- Partial Name
- Full job title
- Partial job title. This must start with the first letters or words from a job title