Detailed - E-mail List

Accessing the Report

In the Workspace screen, expand [Shared Items] node, click on the [Report Center] folder and open the report [Detailed - Email list] by double clicking on it.

Zoom

The "Finder Tool" dialog will appear on the screen as shown in the image above. Each setting is explained below, scroll down to learn more.

Search for E-mails in Specified Folders

1. If you would like to search for e-mails from a particular ticketbox or personal inboxes which you have access to, click on the [...] button, to select the folder to search in.


2. Tick the checkbox if you wish to include searching in the subfolders of the selected ticketbox.


3. Click on the [X] button to clear selection.


4. Click on the Folder icon to select the current folder of the workspace that the agent is in.

Search for E-mails Sent from/to the Selected Address(es)

Clicking on the [...] button of the "From address" and "To address" fields will generate the "Contact" dialog. You may search for contacts that are saved in the system in these 2 search fields.

Search for E-mails Containing Certain Words/Phrases in the Subject/Body

Click on the [...] button to search using phrases or words in the subject or body of an e-mail. A "Full Text Search" dialog will appear, specify your search criteria here. The next step further explains how the text search dialog works.

Full Text Search - Simple Tab

Agents just need to type a keyword or words to look for. For example, as shown in image above, "test" is the keyword used to search for an e-mail with this subject, using the simple text search tool. Click ok, to confirm the search criteria.

Full Text Search - Advanced Tab

If you wish to narrow down the search criteria, to get more specific results. You may search using advanced search.

With all of the words - Searches and display results of e-mails that contain all the words typed here.
With exact phrase - Searches and display results of e-mails that contain the exact phrase typed here.
With at least one of the words - Multiple words can be typed, e-mails that contain any one of these words will be displayed in the results.
Without the words - Search and display the body of e-mails that do not contain this word.

Date & Time Option: Several Hours Back

To filter e-mails for the current date, you may use the [Several hours back] filtering option. Specify the number of hours you want to go back on the current date, in the highlighted field.

Date & Time Option : Date & Time

Specify the date range of the e-mails you wish to view. The dropdown calendar is used for selecting the dates in each field.

In the [From date:] and [To date:] fields you may specific date and time ranges, number of hours back from the current time or the number of days/weeks/months ago from the current date.

Date & Time Option: Yesterday, Last Week Etc.

You may also specify by number of days, weeks or months ago.

Tick the [Show custom fields as columns] box to generate data for web chats having customized form fields, other than the default form fields.

Advanced Options

Zoom

1. Select whether you wish to find e-mails that are open/closed or on hold.


2. Search for e-mails that are assigned to a particular agent by selecting the agent's name from this dropdown list. Click on [unassigned] to search for tickets that do not belong to any agents.


3. Look for e-mails that contain notes with the keywords specified in this field. Click on [...] to specify keywords.


4. Click on [...] to specify system accounts to search for the e-mails.


5. Check on the type of e-mails you wish to look for to narrow the search parameters.

Generated Report Information

Zoom

Click on [Preview] to generate the report in the same screen. You can click [Excel] or [Raw] to save a copy of the report into a spreedsheet. The generated report provides detailed information on each e-mail that satisfies the search criteria specified in the steps above.