Building The Search Functionality

[upk_singhm]

Hi Kubig,
Were you able to run this in your environment?

Let me know please.

[upk_singhm]

Hi Kubig/Cavagnaro,
Any help is much appreciated in this regard.

[Kubig]

Hi, sorry for delay. I did made a quick test and you are right and it does not work as expected. Unfortunately, I have not got time for deep investigation (read directly the Lucene and look at the available "columns") - so, try to test it yourself and let us know, what is the result.

[upk_singhm]

Hi Kubig,
Thanks for the response, can you tell me at least if you tried it in iWS or with your custom PSDK app?

[Kubig]

Tried within custom app. In IWS should be this available, so the test in IWS can lead to the find out the root-cause or format in what the query should be.

[upk_singhm]

Hi Guys,
I recently received a response from Genesys stating in iWS search functionality was only made available in 8.5 version of iWS. So if any of you have recently upgraded to this version and tested it please let me know. I am in the process of upgrading mine. I will post my results if at all iWS is doing what I am looking for.

Thanks in advance.

[RobertH]

With Workspace desktop 8.5 latest, you can search ucs for any interaction and search attributes are configurable.
It is not limited anymore to my interactions or interactions assigned with contact.
It is possible to search for instance, any interaction assigned to agent xy or any interaction sent from address yz.

The attribute doesnt need to be searchable. But when it is not indexed, performance of such search can be low and results are coming slowly. This depends from number of records in ucs and current load.

Be careful when you will try to get real time result from attributes which are not searchable. Searchable attribute should be indexed by ucs. Nad results based on these atributes should come back faster.

[upk_singhm]

Hi Robik,
Thanks for your response, but let me enlighten you here that even with iWS it doesn't search using the StrAttribute columns instead searches for within the AllAttributes column and that is not a healthy way of doing it in a production environment since that column isn't indexed.

So I am now on the mercy of Genesys to let us know if at all customer attribute indexing works with Apache.Lucene or not.

Appreciate your response, I will keep you guys posted, I have a call with the Genesys team next week.

Regards,
Upkar