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Status Under review
Created by Guest
Created on Jun 28, 2021

Add ability to search email transcript by keyword in Contact Center

Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to click each contact history individually just to get to the transcript. So digging through the list for 1 PO# or invoice # would take forever. You can't see the transcript easily and you can't search through it either.