We used to have the ability to search by key words and subject line in Bold360.  In Genesys under filters, we added subject under interactions, but it doesn't allow you to enter in second level drop down to type in what you are looking for.  We get thousands of records and need the ability to filter key words.   Additionally, you can't search emails unless you know the exact email.   We need the ability to search partial if possible.

Does anyone have suggestions or having this same problem?

#Reporting/Analytics

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Amanda Ballard
Workwear Outfitters, LLC
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You can show the column for subject and I have asked for a column for body.  The best is to make sure you are recoding the Emails and have a Topics program that is looking for topics.  That will give you the ability to search the transcript for up to 30 days and find emails based on topics spotted. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 04-11-2024 18:12
From: Amanda Ballard
Subject: Additional Filter Needs

We used to have the ability to search by key words and subject line in Bold360.  In Genesys under filters, we added subject under interactions, but it doesn't allow you to enter in second level drop down to type in what you are looking for.  We get thousands of records and need the ability to filter key words.   Additionally, you can't search emails unless you know the exact email.   We need the ability to search partial if possible.

Does anyone have suggestions or having this same problem?

#Reporting/Analytics

------------------------------
Amanda Ballard
Workwear Outfitters, LLC
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