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    Pavol Procka
    Keywords in an abandoned chat.Answered
    Topic posted March 5, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat 
    88 Views, 8 Comments
    Title:
    Keywords in an abandoned chat.
    Content:

    Hi,

     

    I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread.

    I have a report to show all abandoned chats, how can I search the chats.question column for specific keywords?

    Here is what I am thinking: We have a set of rules that assigns a specific Email Type to emails with specific keywords and I am thinking to add the condition Incident Source = chat,email to that rule? That way I could simply filter the abandoned chats on that specific email type?

    Many Thanks

    Pavol

    Best Comment

    Carl Elliott

    I would add it as a filter, make the operator a complex expression and then use *SearchforWord* as your value.  Or you can use % as the wildcard too. 

    Comment

     

    • Carl Elliott

      Do you only want to report on chats that have been established with an agent and then abandoned?  Because you will have abandoned chats that never made it to an agent. For those you would need to report from the chats table only and you can use the chats.termination_event to select the abandoned chats and then you could search on the chats.question as a complex expression and use wildcards with your search terms. 

      If you want to report on chats that were established with an agent and then abandoned you should have an incident record associated with them and you can use the search functionality in the threads table. You could still use the chats termination_event to determine which ones were abandoned.  The termination_events list has a lot of options so you would have to work through that list to determine which ones you wanted in your report.  

    • Pavol Procka

      Hi Carl,

      I have the chat report based on the Termination events already. I am also filtering only on those that did not reach an agent (chats.first_engaged = no value). They all create an incident. Would you be able to help me with the expression I need to search the chats.question column?

    • Carl Elliott

      I would add it as a filter, make the operator a complex expression and then use *SearchforWord* as your value.  Or you can use % as the wildcard too. 

    • Pavol Procka

      That works swell! No wonder you are a community allstar :)

    • Pavol Procka

      One more question, how do I add multiple keywords in the expression? I tried "AND", "&" and "|" but it doesn't work.

    • Carl Elliott

      see this article: https://cx.rightnow.com/app/answers/detail/a_id/897

       

    • Pavol Procka

      I have seen that, but unfortunately seem too stupid to understand what to do. I have the SC_AND_SEARCH disabled.

      When I run the report without the filter, I get 2 incidents (one contains the word "gern" and one "sedimentation" in the question. When I enter *gern* (or *sedimentation*) in the value, then it returns the respective incident. I tried entering +gern,+sedimentation, *gern* | *sedimentation*, *gern*,*sedimentation* and all kind of AND, & combinations but do not get any results :(

    • Pavol Procka

      OK, I think I got it now. Is this (attached) correct or is there a way to stuff the words in one expression? It works, just wondering if there is a more "elegant" solution.