Searching through all history in Workspace

[vma]

Hi,
Anyone knows if it's possible to search through the entire contact center email history? I mean at the moment you have to select the contact first and then you are able to search in his history but you cannot do the before selecting the contact.
I have created a BA where I put a unique ticket ID for each new inbound email and I would like to search all contact center for that ID and find the contact not the other way around.

Regards,
Mihai

[cavagnaro]

Contact identification is your answer. Check it and see how to modify the UCS behavior via Business Attributes.
Already discussed here and we'll documented on documentation.

[vma]

I'm sorry cav but that's very vague..
I just mentioned I don't want to identify the contact. I'm not sure we are on the same frequency
I want to have the possibility to search in Workspace for all emails from all contacts. For example if I search for a specific word I want Workspace to display all emails containing that word in the subject no matter to which contact they are related.
It's like searching through history without selecting a contact first.

Mihai

[Kubig]

Within "out-of-box" IWS there is no choice for this.  You can achieve it within WDE (IWS 8.5) where the "Interaction Search" part is available by default.

[cavagnaro]

Oh I see, my bad
You want to search on Interactions and not Contacts.

http://docs.genesys.com/Documentation/IW/8.5.1/Help/Interaction_Search

http://docs.genesys.com/Documentation/IW/8.5.1/User/InteractionSearch

And you can add that ID as a custom field, which you have to save and store on DB too. That is shown on adding custom fields on Interactions.
Hope that helps

[vma]

Exactly what I needed.. Thanks alot!