Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Top 20 Operators by Average Interaction Time in Last 90 Days
Description
The Top 20 Operators by Average Interaction Time in Last 90 Days report provides an overview of the average interaction handle time by top 20 operators in the past three months. This report contains a graphical representation of the breakdown of the top 20 operators with the longest average interaction handle time using a bar graph. This report also provides a detailed list so that the users can quickly view the average handle time by two different display formats.
Customer Value
This report shows the amount of conversation time and call wrap-up time for Service Desk Agents. It is useful in calculating and judging the average time to close an Interaction for a given Service Desk Agent. This information can be used by service management process managers and the IT management team to identify areas in which the Service Desk can be improved to speed up the average interaction handle time.
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