The Search tab
enables users to search for specific contacts on SocialMiner.
You can perform a
default search or a field-specific search.
A default search is
a freeform search. To perform a default search, enter the text that you want to
search for in the Search field and then click
Search. A default search searches the following
sc.description, and chat.transcript field searches are not case-sensitive. To
search in all other fields, the search term you enter must be an exact
standalone chat or Unified CCX single-session chat, the chat.agentName is
always saved in the database in lower case text, no matter how an agent signs
in. For example, if an agent signs in as JSmith, you must search for jsmith to
find the contact.
search allows you to choose the field in which you want to search. Place your
cursor in the Search field and press the spacebar to view a drop-down list of
searchable fields. Select the specific field you want to search and enter a
term (or more than one term enclosed in quotes) beside the field name.
Wildcard-based searches using "?" (for a single character) and "*" (for
multiple characters) are allowed.
When you start to
type, the drop-down list of searchable fields is filtered based on what you
type. For example, if you type chat, only the fields that contain chat appear.
characters are special and cannot be included in the default search unless they
are escaped—meaning either enclosing them in quotes or proceeding them with a
backslash. For example, if you want to include the character + in your search,
you need to enter \+ or "+". The same is true for the colon (:). To include it
in your search, you must enter \: or ":" to have it recognized. (For a full
list of all special characters, see the
You can perform a
field-specific search on the following fields:
sc.author: The person who
created the social contact (chat request, email message, Tweet, Facebook post).
link to the social contact.
sc.publishedDate: The date the social contact was published.
sc.createdDate: The date the social contact was created.
sc.socialContactStatus: The status of the social contact
(unread, reserved, handled, discarded, draft, or queued).
sc.socialContactStatusDate: The date that the status of the
social contact last changed.
tags applied to the social contact. Tags can be applied automatically by the
system when the contact enters a feed or manually by a user.
The feed type to which the social contact belongs.
chat.agentNickname: Nickname for the agent in the chat room.
chat.agentName: Login username for the agent in the chat room.
social contact ID. This ID is upper-case. The field is case-sensitive.
allows for a combination of default and field-specific searches using AND and
For example, to
search for a contact that contains the phrase "This is a test contact" and is
authored by John Smith, you can search using any of the following criteria:
- sc.author:John* (wildcard
in field-based search)
- sc.author:"John Smith" AND
test contact (a mix of field-based search and default search)
- test contact (just the
are displayed similarly to campaign results.
insert a chat invitation link in Twitter or Facebook replies opened from the
search results list.
The title of any chat
social contact is an active link if a transcript has been saved. Select the
link to open a window displaying the chat transcript. The chat transcript only
becomes available once a chat session is closed. If one party in the chat does
not close their window, then the system cannot generate the transcript until
the inactivity timeout expires.
Email contacts appear in
search results but the email messages cannot be viewed in SocialMiner. If you
want to view an email message, you must locate the message in the appropriate
folder on the Exchange server and view it from there.