Search (new)

The Search page in Elevate has undergone a significant redesign. While the core functionality remains the same—helping you locate and review tickets—the new design introduces a cleaner interface and richer contextual information, particularly in the card view of the page. The Search page has two views: 

• List view - This is the default view that loads with the page and presents all the search queries in a list. This is the bare minimum view is best used for quick scanning, comparing cases at scale, or performing bulk actions
• Card View - This is the detailed view that is best for detailed case reviews or understanding case sentiment and signals without needing to open the full case details page. 

Key Changes

• General Design - Key design components have been changed, all in-line with the current unification efforts within SupportLogic

• Enhanced card view - Barring the key elements, most of the changes have come within the Card view of the Search page - with more relevant information being shown for each case within each card
  

List View 

The list view continues to provide a straightforward way to browse tickets.

Columns include:

• Ticket ID
  
• Agent name(s)
  
• Opening date
  
• Auto QA score
  
• Manual QA score
  
• CES
  

This view is best when scanning a large number of tickets quickly or when detailed context is not required.

Card View

The card view has been expanded to provide context at a glance for each ticket. To enter card view, a user must - automatically gets applied to search when you either -
(a) navigate directly from the Dashboard via the discovery workflows (ie - click on the 'View Tickets' button while in the Assessment tab in the Dashboard) or;
(b) if while on the Search page you select and apply a Skill or Behaviour filter (plus a Scorecard). 

Each card now includes:

• Ticket ID
  
• Customer name
  
• Agent name(s)
  
• Auditor name and audit date
  
• Opening date
  
• Case scores (Auto QA, Manual QA, CES, Attention, Sentiment and AHS)
  
• Detected signals (e.g., Frustration, Urgency, Fast Response)
• Comments and case description excerpts - linked to the selected Skill/Behaviour filter
• Case status and channel
  
  

From within the card view, you have two options if you'd like to continue to deep dive into a case:

• Click on the 'Show XX more" button - this allows you to see all the comments within the case linked to the selected Skill/Behaviour. Soon, you will be able to quickly quote those comments from the case and send feedback to the agent or anyone else in the org. 
• Click into the card - navigate to the case for a detailed view on the case. 

For reference, you can view the legacy Search page here.