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This is Brenda Peterson growth and engagement design manager at Calabria in this video well review using the expanded search feature within Calabria quality management to find calls efficiently how often are you asked to track down a given call and realize that a basic search returns way too many results fortunately Calabria QM has advanced search functions to help us find the customer contacts we need even when we don't know all the details here's a scenario that happens all the time we receive a customer complaint and need to locate a call to find out what really happened that process could start with an email like this from the customer that's what I have to go on my mission is to find the call in question Ill start by switching from a basic search to an expanded search from here I'm going to use details from the customer email to help me find this call I can get rid of the fields that I'm not going to use and customize those that I am Ill start with organization selecting SC central then the Minneapolis office I could search by date range to find calls from the past week month or year but in this case I'm going to use specific date here I can set one date or a range of dates with beginning and end dates that I choose in this case Ill search from December 8th through December 14th this aligns with the dates the customer mentioned the customer also said that the call happened in the morning I'll also search by time and include calls between 7 am and noon now I'll click search so far I'm down to 23 calls that's better, but that's still a lot of calls to listen to I'm going to refine my search further to narrow down my results the customer also mentioned the name of the agent I wonder if instead of Alec it's actually Alex I'm going to search for name and to search for both I'm going to enter an L e and then a question mark the question mark is a wildcard operator that takes the place of any one unknown character this search will find me calls by any agent whose first name starts with an L II and has anyone character after that I'm also going to search for the called number used for billing inquiries I'm going to enter an asterisk and then five five five six the asterisk is a wildcard operator that takes the place of any number of unknown characters this search will find me any call that came in to a number ending in five five five six now Ill search again that's more like it now I have five calls I'll start by listening to the call from 1030 3 am since that is the most morning of the call from here I can download the call mark the call for quality or even save my search for future reference regardless of why were searching for a call Calabria OEM has flexible search features that help us define what were looking for so that we can gain important customer insights
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