Hi,
Anyone knows if it’s possible to search through the entire contact center email history? I mean at the moment you have to select the contact first and then you are able to search in his history but you cannot do the before selecting the contact.
I have created a BA where I put a unique ticket ID for each new inbound email and I would like to search all contact center for that ID and find the contact not the other way around.
Regards,
Mihai
Contact identification is your answer. Check it and see how to modify the UCS behavior via Business Attributes.
Already discussed here and we’ll documented on documentation.
I’m sorry cav but that’s very vague..
I just mentioned I don’t want to identify the contact. I’m not sure we are on the same frequency 
I want to have the possibility to search in Workspace for all emails from all contacts. For example if I search for a specific word I want Workspace to display all emails containing that word in the subject no matter to which contact they are related.
It’s like searching through history without selecting a contact first.
Mihai
Within “out-of-box” IWS there is no choice for this. You can achieve it within WDE (IWS 8.5) where the “Interaction Search” part is available by default.
Oh I see, my bad 
You want to search on Interactions and not Contacts.
http://docs.genesys.com/Documentation/IW/8.5.1/Help/Interaction_Search
http://docs.genesys.com/Documentation/IW/8.5.1/User/InteractionSearch
And you can add that ID as a custom field, which you have to save and store on DB too. That is shown on adding custom fields on Interactions.
Hope that helps
Exactly what I needed.. Thanks alot!