The criteria of a search can be saved as a query, so that the search can be easily run again using the same criteria whenever it is required. You can access saved searches in the Explore > Saved Searches tab.
To open the Saved Searches tab:
The following columns appear in the Saved Searches table:
| Column | Description |
|---|---|
| | Select the checkbox to include the search in a Delete action (see below). Note: If you did not create the search, this option is not available. |
| Run | Click the |
| Edit | Click the |
| Delete | Click the Note: If you did not create the search, this option is not available. |
| Name | The name of the search. |
| Creator | The name of the user who created the search |
| Status | The status of the Saved Search. The following statuses may appear:
|
| Sharing | The names of the groups and users with whom the search is shared appear in the table beside the icon.
Click the Share icon to open a dialog box in which you can select the groups and individual users with whom you want to share the search. The members of the selected groups and the selected users will see the search listed in their Saved Searches tab, and will be able to run them. Note: You can only modify or delete searches that you created. If you want to modify the search criteria of other searches, you must save them under a new name. |
| Created on | The date on which the search was created |
| Coaching | Click Add to add the search to a Coaching session. |
| Permalink | Click Copy to create a Permalink to the search. You can copy the link to your clipboard and then paste it elsewhere as necessary. Later, you can use a browser to navigate to the Permalink address. When you do, the search will open in the browser. For additional information, see Permalinks. |
| This feature is not available in Recording UI mode. |
You can compare two custom data sets to see how they differ with regard to specific search criteria. For example, you could compare two teams of customer-service agents to see which team has more Dissatisfaction in the calls it handles. You can also compare the results of Explore processes between two data sets to see whether there are any noticeable differences between them with regard to the most common terms that appear in their call flows.
Setting up comparisons of this sort is a two-stage process. In the first stage, you define the data sets you want to compare in the New Search page, and save each of them as Saved Searches. In the second stage, you select the two data sets in the Saved Searched page and then initiate the comparison process. The results of the comparison are included in a report that is sent to you via e-mail when it is ready. In addition, you can open the report in the Saved Reports tab of the Reports page.
| Only calls can be included in the custom data sets that are compared. |
To compare two custom data sets:
You can choose to sort the tables by any column that contains a call parameter.
To sort a table by a column:
| Click the title a second time to reverse the sort order. |
If there are a lot of items in the Saved Searches table, you can find the items you are interested in by filtering the display. You can filter by item name and/or by the name of the user who created the item.
To filter the items in a table by name:
To filter the items in a table by their creators:
| For additional information about using the Multi-Select box, see Defining Search Criteria. |
If you do not want to display the table, you can collapse it. This may be convenient, for example, when an Interaction Grid is displayed at the bottom of the screen.
To collapse / expand a table:
You can delete multiple saved searches in one action.
To delete multiple saved searches: