Stat 6.3 - User Guide

If you want to search for CSRs with an open-type status, select Open CSRs. Then, if you want to search for CSRs that were opened during a specific time range, specify the time range you want in the CSR Open Date field.

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If you want to search for CSRs with a closed-type status, select Closed CSR. Then, if you want to search for CSRs that were closed during a specific time range, specify the time range you want in the CSR Closed Date field.

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If you want to search for CSRs regardless of closed or open status, select Both. Then, if you want to search for CSRs that were opened or closed during specific time ranges, specify the time ranges you want in the CSR Open Date and CSR Closed Date fields.

If searching by application, select Application Is. Then select an application.

If searching by CSR type, select CSR Type Is. Then select a CSR type.

Select where in the CSR you want to search for matching keywords.

Options include various tabs and fields, as well as the various comments windows. Click Select All or Select None to select or deselect all the options.

In the Search For field, enter the keywords you want to search for. Then in the Advanced field, select one on the following:

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Select Exact Phrase Match if you want to search for text that matches the keywords exactly as entered in the Search For field

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Select Matches on all words (AND) if you want to search for text that matches each keyword you entered

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Select Matches on all words (OR) if you want to search for text that matches any one of the keywords you entered


	NOTE: You can enter partial words. For example, if you search for the word “print,” the wizard retrieves CSRs that contain the words “print,” “printed,” “printing,” and “printer.”

The CSR Search Wizard searches against all CSRs in the selected domain. If you selected Application Is and specified a value, the wizard searches in the selected domain for only CSRs which contain the selected application. Similarly, if you also selected CSR Type and specified a value, the wizard only returns CSRs from that service domain with a matching application and a matching type.

Click Next.

The CSR Search Wizard displays a list of all the CSRs matching the keyword criteria you specified. Scroll to the right to view where on the CSR the words were located, as indicated by checkmarks. You can open a CSR by double-clicking on it.

The Customer Search Engine

The Customer Search Engine assists you in locating customers in your Stat database when you are not sure of the customer’s name. Triggered by search criteria, the Customer Search Engine can search for customers by a number of values, including last name, first name, and department. From here, you can also locate customers in your PeopleSoft databases by opening the Search PeopleSoft Customer Engine, which is discussed in the next section.

The Search Customer Engine is activated via the Customer field on a CSR. You can open it in a number of ways:

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Enter a partial name in the Customer field and press the <Tab> or <Enter> keys

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Click the Browse button (...) next to the Customer field

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In the Customer field and press the <F4> key

To use the Search Customer Engine:

Select a Search By option. Options include:

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Last Name – You can search for customers by a complete or partial last name. For example, if you search for the letter “S,” the search engine returns a list of all customers whose last name begins with S.

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First – You can search for customers by a complete or partial first name. For example, a search for “T,” returns customers whose first name begins with T.

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Full Name – You can search on partial or complete full names. Any combination of partial or full last and first names returns a list of records, as long as a comma appears between the two names. You can enter a partial last name followed by a comma and a partial first name. For example, all of the following would return the name Osborn, Harris: “o,h,” “osborn, h,” “os, ha.”

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Department – You can use the drop down list to locate a department. You can also enter the first letter of a department. The cursor highlights that section of the list. To find additional entries that begin with that letter, use the arrow button on the drop down list or scroll down using the <‚> key.


	NOTE: If you select Department as the Search By option but the department you want to use is not displayed in the drop down list, it may be included in the PeopleSoft database but not the Stat database. In this case, click Country/Department Search and use the Search PeopleSoft Country/Department engine to find the department in the PeopleSoft environment and add it to Stat, as described later in this chapter.

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Phone – You can search with a partial or whole phone number. Enter numeric values only with no spaces. All records containing phone numbers that begin with the entered value are returned.

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Ext – You can search with a partial or whole phone extension. Enter numeric values only with no spaces. All records containing extensions that begin with the entered value are returned.

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Email - You can search by a partial or complete email address.

In the Search field, enter a proper value.

(Optional) Deselect Active Only if you want Stat to search for inactive customers as well. Then press the <Enter> key.

Stat searches for matching customers and displays them in the lower window.

Select the customer whose CSR you want to open and click OK.

If you cannot find a customer in the Stat database, you can search a PeopleSoft database and transfer the customer’s information into Stat by using the Search PeopleSoft Customer Engine. This feature is explained further in the next section.

If you still cannot find the customer, you can click New Customer..., which opens the Customer Maintenance table. For more information, see Customer Field .

The Search PeopleSoft Customer Engine

If you open a new CSR and cannot find the customer in the Stat database, you can search a PeopleSoft database using the Customer Search Engine. This feature allows you to retrieve customers from a PeopleSoft database and add them to the Stat database automatically.

It also automatically checks if the customer’s department or country are defined in Stat. If the department or country are not defined, it adds the new information to the database before adding the customer. If the department is already defined, it updates the information (it does not update country information). The transfer of information between the PeopleSoft and Stat databases occurs instantly.

You open the Search PeopleSoft Customer Engine by clicking the PS Employee... button in the Search Customer Engine window.

To use the Search PeopleSoft Customer Engine:

Select a Search By option. Options include:

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Employee ID – You can search by a partial or complete number. Any record containing ID numbers beginning with the entered value is returned.

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Name – You can search on a last name only. You can search on a partial or whole name. Entering a partial name returns a list of all last names that begin with that string.

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Department – You can search on a partial or whole department name. The field is case sensitive, so you must enter capitals if applicable. Entering a partial value returns a list of all departments beginning with that string.

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Social Security – You can search with a partial or whole Social Security number. You can enter the value with spaces or dashes between numbers or with no spacing at all.

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Social Insurance – You can search by a partial or whole Social Insurance number. Do not use spaces or dashes between numbers.


	NOTE: The Search By options are deactivated if the PeopleSoft Search Configuration maintenance table does not contain any data. For more information, see the Stat System Administration Guide, Chapter 4, “General Maintenance Tables.”

In the PeopleSoft Database field, select the database to search.

In the Search field, enter a proper value. Then press the <Enter> key.

Matching customers are displayed in the lower half of the window.

If you want to add one or more customers to your Stat database, hold down the <Ctrl> or <Shift> key and select each customer you want. Then click Add/Update.

This updates or transfers information to the Stat database and returns you to the previous window.

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Recommended Solutions for Your Problem

Stat 6.3 - User Guide

The CSR Search Wizard

The Customer Search Engine

The Search PeopleSoft Customer Engine

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