Nextiva NEXT - Global Search

Accessing the Global Search bar

Global Search allows Agents and Supervisors to quickly search for and retrieve information from all integrated modules such as tickets, contacts, historical interactions, and knowledge base articles. It consolidates all search capabilities into one unified interface for users.

1. Log in to NEXT via app.nextiva.io/.
   
   
   • Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.
     
     
2. Along the top of the NEXT screen, you will see the search bar.
   
   
   
   
   • It is available across all screens within NEXT, always at the top of the application.
     
     

Using Global Search

1. Select the search bar to type in your question, or to see your recent searches, search filters, and recent activity.
   
   
   • If you are interested in viewing one of these Recent Searches or Recent Activities, you can select it directly from the preview screen, and it will load that query.
     
     
     
     
2. Type in your search query into the search bar.
   
   
   • Type in relevant keywords, phrases, or identifiers (customer name, account number, ticket ID, etc).
     
     
3. Select Enter/Return on your keyboard to view the search results, or wait for it to pre-populate on your screen.
   
   
   • Search results are ranked based on relevance and user context.
     
     
     
     
4. Look through the results. Selecting within the different Filter tabs at the top of the search will help narrow your search. See Search Filters for more filter information.
   
   
   • The search will pull data from all relevant areas of the NEXT platform.
     
     
   • The global search will find archived tickets and data.
     
     
   • Agent, Supervisor, and Administrator users are not currently automatically added as part of the directory.
     
     
5. Select any result you are interested in viewing further. It will bring you into that contact card, ticket, account, note, conversation, etc.
   
   
   1. To go back to your search results list, use the tab(s) at the top, directly under the search bar to view those searches. If you no longer need those searches, close out of those tabs.
      
      
      
      

Search Filters

Filter by interaction type (contacts, tickets, engagements, accounts, notes, transcripts, collaborations).

1. Select the search bar, then type in your query. Before hitting Enter/Return, use the filters to narrow down your search results.
   
   
   
   Or, tap your Return/Enter key and use the filters along the top of the search results.
   
   
   
   
2. Select the different filters to help narrow your search results.
   
   
3. Select whichever query you want to look at further. Go back to the full list of search results by selecting the tab at the top, under the Global Search bar. You can then switch to a different filter from there.
   
   

Filter Definitions