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.
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". |
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. |
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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Category Snapshot form
Click the View History button on the Category Tuning form to drill down to the Category Snapshot form.
On this form, you can find all of the tuning rounds for the current category that are recorded in the system. You can choose the best round and click the Rollback button to change the category training state to that tuning round.
Note The rollback action affects the current selected category only, and you can only roll back the modifications made by the system administrator. If an agent uses the Add to Tuning Records option to add a record to the training sample and the system administrator has applied this change, this modification cannot be rolled back.