Entering Categories on a Case
An Emplifi Agent category may have a large number of codes and you may have difficulty finding the exact code you need. To help you find the correct code, you can use either a partial code text search or a category code text search.
Partial Code Text Search
To perform a partial code text search, before tabbing out of a category field, enter one of the following:
all or part of the code (including wild cards)
all or part of the code’s description (including wild cards)
a keyword associated with the code
Entering partial codes
You can enter just the first few characters of a code into a field. When you tab out of the field, the system does one of the following:
If the characters you entered are sufficient to uniquely identify a single code, the full code displays in the field.
If the characters you entered match more than one code, a special browse window displays with all the matching values. You can select a value from the list by clicking on it, and it displays in the field. This is also referred to as a "partial code browse."
If the characters you entered did not match any codes, an error message displays.
If you have selected the Enable Type Down check box, a code browse displays while you are still typing in the field. If the user types less than the prefix search length, no code browse displays. If the length of text is greater than or equal to the prefix search length and there are no codes that match the text, a code browse does not display.
Some fields have a minimum number of characters that you must enter before a partial code browse is performed. For example, if a field has thousands of values, entering only one or two characters would be an inefficient way to narrow your search.
If you are using Firefox, typedown will behave differently. When typing in the field, the typedown popup opens and then closes with the focus returning to the field. You can continue typing, but if the typedown popup that opens contains a single value, the value is selected and placed in the field.
Using Wild cards
If you need the system to broaden or narrow your search, you can use wild cards. When using wild cards as part of a search, use the percent sign (%) to replace any number of characters or the underscore ( _ ) to replace exactly one character.
When you type a word into the field and tab from the field, the system searches first for an exact match. Then it looks for all values that begin with what you typed first in the code, then in the code's description.
%word - searches for any value that ends with what you type
%word% - searches for any value that contains what you type
word_word - searches for a word that begins and ends with what you type with a single character between
For example, if you are searching for a complaint code called "caused nose bleed," you could type any of the following:
%bleed
%nose%
When using the underscore, if you were to type "bl_ _d," the results could include the following:blood
bleed
blond
bland
Category Code Text Search
The Category Code Text Search feature allows you to find categories based on a code's searchable word list. With the cursor in a case field that has category code text search set up, enter one or more words that have been added to the code’s searchable word list and tab from the field.
If one or more of the words are found, a list of related category codes is displayed in a drop-down list beneath the field, as they are when a partial code match is made. The user may select one of the codes by left clicking it or may see the list of searchable words for the code by right clicking one of the codes. If the user chooses to display the word list, words typed into the case field that match words in the searchable list are indicated by a bold type face.
In common with standard code validation, when category code text search finds only one match, the code immediately populates the field, and the user will not have the option to select from a list of codes. If you want to see the searchable word list for the code, press [Ctrl] and right-click the code, and the list is displayed. If the Confirm Unique Match check box is selected in the category’s definition, the searchable words automatically display when the match is made.
Example
An agent wants to enter a product in the Product Code field, but doesn't know the name of the product. The agent does know that the product is a floor lamp with a blue shade. The agent already tried to find the code by browsing the category hierarchy, by entering part of the code description, and by entering a keyword. The agent could enter “floor lamp blue shade” into the issue’s Product field and tab from the field. A browse list would be displayed with all the products that match. When the agent clicks the correct item, the category code would populate the Product Code field.