Like and Exact Word Search in Agent Client
THIS ARTICLE APPLIES TO:
ISSUE DESCRIPTION:
When a Chat transcript search using a phrase or multiple words is performed, the results should return both exact and like matches of the phrase. However when a single word search is used, the chat transcripts returned are for the exact match of the word only when the word is found on a line by itself.
Example: If a search is done using only the word iPhone, the chat transcript search return transcripts which have the exact word when used by itself. Any lines in the chat transcript which includes the word iPhone with other words before and/or after the word iPhone would not be returned.
ROOT CAUSE:
By default the function to allow like search for a single word is disabled. If the like search is enabled and a search is done using a single word that is commonly used, such as 'I', the search for and return of all instances of 'I' would require a heavy use of the CPU and Memory resources in Channels. Depending on the activity already occurring in Channels at the time of the search, performing a like search for a single common word could cause hangs and possibly even an outage due to the resource strain on the server.
SOLUTION OR WORK AROUND:
Please contact Moxie Support if you would like the instructions to enable "Allow_like_search" in the NASETTINGS table for a singular search word.
AFFECTED SYSTEMS & USERS:
All users with Chat Transcript search permissions.
ADDITIONAL INFORMATION:
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at Support@gomoxie.com.