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Enhance the contact search control to display an additional family name component (infix)
Answer ID 12848 |
Last Review Date 06/01/2024
Can the contact search control be enhanced to display an additional family name component?
Environment
Oracle B2C Service
Primarily sites with Dutch and German interfaces
Resolution
Looking to improve agent efficiency? While researching a customer driven enhancement (CDE) the BUI Dev Team determined displaying an additional family name component (infix) is achievable today through configuration. The standard contact search control recent items displays first name and last name. For example Arend Hout. The contact search control recent items will display Arend van Hout after implementing the following steps.
- Create and deploy a contact plain text custom attribute. I created contacts.CO$infix for this example. Please see attachment.
- Edit your agent's BUI incident workspace.
- Identify which contact search report is being used. **Is it the default contact search report? Then you need to copy the default contact search report and then edit the copy.
- Open the Analytics Explorer and then edit the custom contact search report.
- Edit the first column field.
- Update the expression to concatenate the infix field value. For example, if the expression is ‘contacts.last_name’, change it to be concat(concat(nvl(contacts.CO$infix,''),' '),contacts.last_name) Please see attachment.
- Save.
- Login to BUI as an agent.
- Verify the BUI search behavior by searching for contacts with non-null infix data. Please see attachment.
Additional CDEs are filed to display the additional family name in the contact search control and on the contact workspace tab. Please reach out if your business would like to add weight to those potential future enhancements.
File Attachment
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File Type png
Final Result.png
(15.65 KB)
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File Type png
Custom Attribute.png
(65.53 KB)
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File Type png
Report Expression.png
(25.32 KB)
