Symptom / Need

You need to perform more flexible searches in Data Monitor to find call records, interactions, or surveys that contain certain data patterns, using wildcards to improve accuracy.

Context / Scenarios

Data Monitor allows you to perform detailed searches using advanced filters. The "%" wildcard is a useful tool for finding values that begin, end, or contain a sequence of characters or numbers.

Answer (Solution/Recommendation)

1. Access wolkvox Manager and enter the 'Data Monitor' section ( using the left side menu ) .
2. Select the corresponding tab depending on the type of search you want to perform: 'Monitor' , 'Interactions' , 'IS Survey Mailbox' or 'Chats' .
3. Set a date range using the ' Start Date' and ' End Date' fields (both are required).
4. In the 'Search by' field , choose the appropriate search criteria (e.g. Agent ID, Phone, Customer ID).
5. Use the 'Value' field to enter the value you want to search for, using wildcards for flexibility:
   • Find values that end with a sequence : Type "%" followed by the desired characters. For example, "%123" finds records that end in "123".
   • Find values that start with a sequence : Enter the characters followed by "%". For example, "456%" finds records that start with "456".
   • Find values that contain a sequence anywhere : Enter "%" at the beginning and end. For example, "%789%" finds records that have "789" anywhere in the value.
6. Click the 'Search' button to run the search.

Using wildcards allows for broader and more precise searches when the exact value is not known or when you want to find specific patterns in the data. Combine them to improve the efficiency of your queries and get the relevant records faster.