Thanks to everyone who responded!

"Relevance" is a somewhat vague term, if you don't mind me saying...

Say I go to call a number and enter "John", within the list of External Contacts displayed, I'd like them to be shown alphabetically. There is no way the system can know which "John" is more, or less, relevant than another.

I understand that it is intended to be used as a kind of CRM, however many people are simply using it as a phone book. The particular subset I am currently working on are actually numbers that "loop back" to allow our users to easily call / transfer to flows without having to know / memorize the numbers.

As suggested, I will head over to ideas, but I'm leaving this here for anyone who comes after and finds this thread in a search.

I should also point out that the full-text search, together with the way the UI is structured, and the 1000 contacts returned limit, makes maintaining it a nightmare!

Say I have more than 1000 entries - I have to narrow it down with a search. Unfortunately, if I enter "A", I don't get all those contacts whose names start with an "A", I get everyone with an "A" anywhere in their profile (and so on) so there isn't really a way I can "batch" my search!

Furthermore, as I work through the list, making changes, as I exit each contact, I'm returned the top of to Page 1 of the list! This gets very old, very quickly....

Hi Paul,

Agreed that "relevance" can mean different things in different contexts.  From our full-text search API's point-of-view, a more "relevant" result is one that scores numerically higher in the search results.  Example:  a contact named "John John Smith" will score higher than "John Smith" in a search for "john" because "john" appears twice in the first contact.

From reading your response, what I am understanding is that trying to maintain, by hand, a phone book with more than 1,000 contacts is difficult because the Genesys Cloud CX UI does not provide a way to simply list *all* of the contacts.  This is true -- we only provide a search-based interface today.  I definitely suggest submitting that new feature idea to the ideas portal and we can consider it.

It sounds like you would also be able to search on specific fields.

One option you have is to build your own custom UI using the platform APIs.  Is that something you might be equipped to do?

If you could have whatever interface you wanted, what would it look like?

Thank you.

Thanks to everyone who responded!

"Relevance" is a somewhat vague term, if you don't mind me saying...

Say I go to call a number and enter "John", within the list of External Contacts displayed, I'd like them to be shown alphabetically. There is no way the system can know which "John" is more, or less, relevant than another.

I understand that it is intended to be used as a kind of CRM, however many people are simply using it as a phone book. The particular subset I am currently working on are actually numbers that "loop back" to allow our users to easily call / transfer to flows without having to know / memorize the numbers.

As suggested, I will head over to ideas, but I'm leaving this here for anyone who comes after and finds this thread in a search.

I should also point out that the full-text search, together with the way the UI is structured, and the 1000 contacts returned limit, makes maintaining it a nightmare!

Say I have more than 1000 entries - I have to narrow it down with a search. Unfortunately, if I enter "A", I don't get all those contacts whose names start with an "A", I get everyone with an "A" anywhere in their profile (and so on) so there isn't really a way I can "batch" my search!

Furthermore, as I work through the list, making changes, as I exit each contact, I'm returned the top of to Page 1 of the list! This gets very old, very quickly....