Skip to main content

Uniphore Customer Portal

Refine Your Search
Using Search Bar Filters

Simple filters to start with:

Filter search results using filters on the search bar:

  1. To use a quick search filter, just click a filter drop down next to the Search bar and tick the results that you want to be included in the results, you can search for specific results to save scrolling and you can add as many as you want – once selected the results will be filtered automatically.

    When using multiple filters, remember these simple guidelines:

    1. For multiple filters of the same type, any recording that matches any of the defined filters is regarded as a match.

    2. For multiple filters of different types, any recording that matches all of the defined filters is regarded as a match.

    3. If you have anything typed in the Search box, any recording that matches the Search box and all of the defined filters is regarded as a match.

    For example, a search using filters Agent Extension > 6068 , Agent Extension > 6069 , and Other Party Name > DS , would match any recording between Ext 6068 or 6069 and DS.

    Tip

    Once you apply a filter, the filter type is highlighted so you can easily see what filters have been applied.

  2. To remove filters, open the highlighted filter drop-downs and untick the selected results.

UCaptureNGFilters.png

Note

If authorised, you can select the filter types for your Search bar – click Configure > System > Search Filters in the side menu, and set the status of the filter (Enable or Disable), or rearrange their order.

Using Advanced Search Filters

You can create your own detailed advanced search to get the specific results you need. Here you can add multiple filters (using any metadata field), multiple conditions, and group and structure your filters. If you’d like a reminder of general search logic, see Search Rules.

Use advanced Search Filters:

  1. Click the filter icon to the left of the search bar to open advanced search filters, from here you can create a new advanced search.

  2. Click + to add a new filter or filter group. You can add as many as you need.

    • Filters and Groups can be rearranged by clicking and dragging the dots to the left of the filters/groups.

    • Click the remove Icon to the right of the filter or filter group to remove as needed.

  3. Filters ­– Select a metadata field to search on, select a condition, and finally select or enter what to search for.

  4. Filter Groups – Select whether you want to apply filters on an AND basis (must match all) or an OR basis (only needs to match one).

  5. When you’re ready, click Apply to perform the advanced search. If you have anything selected in the search bar, this will be ignored – only the Advanced Search will be applied.

    For example, in my advanced search below, this would return all calls to/from any agent that has 384713 or 606939 as part of their Agent Id but will also return all Outgoing calls from agents who are part of the Sales team.

  6. When your done, click Clear All to clear the search.

NGAdvancedFilter.jpg
Search Rules

Search logic is pretty straightforward, but at the same time allows you to set up very complex searches. Here are the rules/guidelines to help you create your own advanced searches:

Filter: A filter defines what type of data you want to search, what data you want to search for, and what condition the search should be regarded as a match.

Condition: Defines what condition the search should regard as a match. For example, contains the number 384 anywhere in a data field, or exactly match (equals) the number 384 .

Group: AND/OR work as search operators. The simple graphic below illustrates how each of them work. In this example you have three searches – A, B, and C.

NGSearchRules.png

  • When you apply an AND to the searches you’re basically saying the recording must match everything you’re searching for in A AND B AND C (the piece in the middle where all three circles overlap).

  • When you apply an OR to the searches you’re basically saying the recording can match anything you’re searching for in A OR B OR C (anywhere, in any circle).

  • You can apply the AND and OR operators to multiple conditions as well as filters. For example, you could search for recordings to/from the Sales Team AND Pre-Sales Team.

Group (Nest) Filters: A little bit more complex, but still pretty straightforward. Whenever you group a set of filters together using AND/OR, you’re basically saying search for all these things first and provide the result, then combine the result with any other filters you’ve defined. So in the example below, I grouped all calls from two agents using OR, then grouped a call Group filter (Sales) and a Call Direction filter (Outgoing) with AND to give me all Outgoing calls from the Sales team, using OR at the top means my results would provide all calls by either agent (Agent 384713 OR Agent 606939) as well as any outgoing sales calls.

NGAdvancedFilter.jpg
Search Results View

Your search results view can be edited to only show the information important to you at the time, this is managed by controlling which order data is displayed in and which data to omit from the results.

Note

If you remove columns from your search results and then export the metadata of selected calls, the export will not be limited to the columns visible in your search results, and instead the export will contain all the captured metadata for those calls.

Remove or Change the order of columns from your search results:

  1. When viewing search results, click the Column Reorder icon in the top right, changes here will be reflected in the search results view immediately.

  2. Untick any columns that you don’t want to display, and tick any that you do want to display. Use the Select All tick box to display or hide all the columns.

  3. Click and drag the six dots icon next to the column name to move them up and down the list and in turn move the columns left and right in the results panel.

Note

You can go back into the Column Reorder menu to tweak your display further, any unticked columns will remain where you left them so you don't have to go and find them again if you want them back.

Tip

You can change the width of your columns by clicking and dragging the column separator to the left of the column title.

NGColumnReorder.jpg

Save View and Load View

When you're happy with your Search View you may want to save it for later, you can save it for others to use or just for you.

To save a View:

  1. Click the Save View icon in the top right (star).

  2. Enter a friendly name for the View.

  3. Select if you want the View to be available for just you (Private View), or if you'd like the View to be shared with other users (Shared View).

  4. When you're happy, click Save to save the View.

NGSaveView1.jpg

To load a View:

  1. Click the dropdown icon to the right of the Save View (star) icon. This will display a list of Private views and Shared views.

  2. Click one of the options from the list to load the View.

Note

If you want to delete a View, simply click the Delete icon to the right of the saved View, you will be prompted for confirmation before the view is deleted.

NGLoadView.jpg
In this section: