Search
The search within the Focus portal is designed to be as user friendly as possible. Everything can be navigated via the mouse or keyboard shortcuts allowing for super fast filter access.
To open the search simply click into the search bar (1) or press Ctrl + K on windows or Cmd ⌘ + K on a Mac (2).
Keyboard shortcuts are always shown next to the text within the button used for mouse navigation. Keyboard shortcuts a 100% optional however should speed up navigation around the application.
Once the search is open, the first section within the search dropdown is a list of categories. The options shown will depend on your users policy but a common example is shown below.
- Hovering over a categories will show you the action that would be performed upon a click of the mouse. Note: you can click in any location on the highlighted row to perform this function. The keyboard shortcut is shown next to the button text.
- Other options are shown in the bottom bar of the dropdown. The highlighted action is always the default but all keyboard shortcuts are shown. For example the ESC will close the menu and Ctrl + Return or Cmd ⌘ + Return will perform the current search.
Search options
Inclusive and or Exclude
Whenever possible all search categories will allow for both Inclusive and/or Exclusive use of the selected categories however some items like date range only allow inclusive selection.
As an example, you may want to include calls from Yesterday but exclude any calls before 9am. Each section of the search is built up under the Include (purple) or Exclude (red) sections and show a representative color.
Search categories
All search categories can be selected via the dropdown lists or a contextually aware search built into the dropdown. When you start typing the Focus search will provide any matching answers across any of the below catagories. This super powerful feature allows power users to jump directly to a tag, a member of staff or even a time range.
In the above example, after typing Hannah the context search has found a few people named Hannah and also has suggested a free text search on the word Hannah
AI Analysis
Under this section users can filter for any tags or AI analysis preformed, on any of the communications, that are currently enabled on the account. All tags in this category can be included or excluded and they stored within sub groups.
- Select the main category, in this case Ai Analysis
- Select the sub category
- Select the Tag / Analysis you want to find relevant conversations for
- Select if you wish to Include or Exclude this tag
Groups
Groups are any groups found under the Staff sections of the People administration sections. They let you quickly included or excluded groups of calls made by Staff members.
For example you may wish to exclude the complaints team from your search results.
- Select the main category, in this case Groups followed by the sub categories
- Select our team we wish to Exclude in this example
- Our team is now added to our search filters as an exclude option
Date & Time
Date and time is a very common search criteria. As well as being able to select custom ranges for dates the Focus portal also allows quick access to comment rangers like Today, Yesterday and This week.
- Selecting the dates in this section will let you select a custom data range. e.g. just Tuesday this week, or a few days last week
- Quick date range options
- Selecting the time in this section will let you select a custom time range. e.g. exclude all communications before 9am (00:00 -> 09:00)
If selecting a specific date range (1) you can optionality add a start or end time to the range as well, if not time range is added then midnight is used by default.
- If you wish to add a start/end time (note this is not the same as a time range) toggle the Include time switch
- A second popup will ask you for the start/end time
Time range is independent of date range. If you are looking at communications over more than one day, then the time range will apply to each day in that range. For example: Include time range of 09:00 -> 10:00 with a date range of "Last 7 days" would result in any communications that happened between 9am and 10am in the last 7 days.
Communication Type
Communication type enables the addition of filters for different types of communication. All types can be included or excluded.
Only communication types provisioned on your account will show in this list
Communication direction
Communication direction allows a filter to be added that will show only Inbound or Outbound communications. This is defined from the recorded staff members point.
People
People can be searched for via the main search at the top of the Focus search dropdown. Once a few characters have been entered, any matching people (staff or external) will be returned and can be included or excluded from the search results. It is also possible to include or exclude multiple people in the same filter.
Free text
Free text allows for a vectorized search to be conducted across all text data within the results. The words or phrase added, would the be the search criteria over all transcripts, metadata, people and extracted data.
- Enter the text you wish to search on
- Select the text and it will be added as a custom search filter
It is recommended to do a narrow date range search when doing free text result searching to avoid large wait time
Saved searches
Once a search has run it can be saved and used again at a later date.
- Create your required filter
- Press the save icon within the task bar
Once a set of search filters have been saved, the latest saved search filters show on the bottom of the search drop down for easy access.
- Once any search is saved this section will show the latest saved searches
- Select a saved search to rerun the filters
- Pressing See all will load the full list of any saved searches
If you create saved searches with dynamic items like groups or quick date ranges (e.g. yesterday) then the saved search will also be dynamic and return the correct results at runtime.