Searching customer history

Last Updated : Jul 11, 2023 |

About this task

You can search customer history to find information about previous interactions with the customer.

Procedure

  1. Do one of the following:
    1. Click the Customer Information icon (Customer Information).

      Avaya Workspaces for Avaya Oceana® displays the Customer Details and the Customer History widgets.

    2. Click the Customer History Search icon.

      Avaya Workspaces displays the Customer Search and the Customer History Search widgets.

  2. Expand the Search by drop-down list and select one of the following options:

    • Date

    • Customer Email

    • Subject

    • To address

    Depending on your selection, the Customer History Search pane displays a calendar where you can select a date or a field to enter the customer email, subject, or to address.

  3. Specify the search criteria and click Search.

    The Customer History Search pane displays the details of the customer interaction that match the search criteria that you provided.

    You can view the transcripts of conversations by expanding the results where available.

    Supervisors or agents can view the images that are inserted in emails of active email contacts.
    Note:

    • For a long list of search results, use Page and Rows per page drop-downs and the scrolling arrows to scroll through the results. You can also see number of records in the Records area, at the bottom of Customer History Search page.

    • If the search criteria displays no Customer History, the application displays No Results Found.

  4. Optional To add multiple search parameters, click Add more search parameters and repeat steps 2 and 3.

    You cannot search more than 4 parameters. When you reach the limit, the Customer History Search pane displays the following message: You’ve reached the limit of search parameters.

  5. Optional To delete unwanted search parameters, leave the respective input fields empty and click Search.

    The empty search fields get removed from the Customer History Search pane.