All 8x8 Contact Center cases are accessed from the Cases tab. By default, all cases assigned to you are listed. You can also access case records that are:
assigned to you
assigned to your group
created by you
all your drafts
Note:
The ability to view, create, edit, and delete case records is available to you if your administrator grants the necessary privileges.
You can search and retrieve case records by performing a basic or advanced search.
Basic Search: Allows you to search for cases:
by case number
by case subject
created by specific agents or customers
assigned to specific agents or groups
Advanced Search: Allows you to search for cases by any field defined in a case record. You can create nested queries by using the AND logical operator.
Additionally, you can search for multiple values for a field. For example, to access all cases that are unassigned and in the open status, you can search for multiple values by selecting the open and unassigned statuses.
Use the advanced search feature to search for a larger set of default and custom fields than are available in basic search. To perform an advanced search, click Advanced from the simple search window.
Perform a basic search for cases
Go to the Cases tab.
In the Display Panel, click Search.
8x8 Agent Workspace displays the basic search interface.Click Search to retrieve all cases.
OR
Perform any or all of the following, and click Search:Enter a case number.
Enter a case subject.
Select the agent(s) or customer who created a case.
Select an agent, or group to retrieve cases assigned to them.
A list of case records matching the search criteria displays.
Perform an advanced search for cases
Go to the Cases tab.
In the Display Panel, click Search.
8x8 Agent Workspace displays the basic search interface.Click Advanced.
Select a search criteria such as account, company, case number, etc, and enter a value.
Click
to add additional search criteria and further refine your search.Click Search to retrieve the cases.
A list of case records matching the search criteria displays.