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The Accounts Config window enables you to define the account types, account classifications, service-level agreements (SLAs) for ticketing, and the display of an account record (screen display). You can access this window by clicking Accounts > Accounts Configon the Config tab.

The following sections describe the tabs that appear in the Accounts Config window.

Settings

The Settings tab enables you to configure the behavior of the loading process of accounts and their fields. It contains the following subtabs:

  • General: Enables you to specify the bulk ticket loading process. By default, if an account that is being loaded into LiveVox already exists in LiveVox, the existing account is overwritten. If you do not want the account to be overwritten, clear the Warning checkbox.
  • Account Types: Enables you to specify the types for an account through the New button. You can select the required type when creating or modifying an account.
  • Classifications: Enables you to specify the classification of an account (for example, Platinum, Gold, and Silver) through the New button. A classification can be used as a filter criterion when filtering accounts.

SLAs

The SLAs tab enables you to can create customizable SLAs for tickets based on the classification of an account or the priority of a ticket. To define an SLA:

  1. On the SLAs tab, click Create.
    The New Service Level Agreement window appears.

  2. Specify values in the Account Classification, Ticket Priority, and Time Duration (hours) fields.

    • The value in the Time Duration (hours) field is dependent on the SLA Hours value specified for the priority on the Settings tab of the Ticketing Config window.
    • You can use the Include Saturday and Include Sunday checkboxes to define if Saturday and Sunday are to be included when determining the SLA due date.
  3. Click Save.

Screen

The Screen tab enables you to define the fields to be displayed in the highlight and detail sections of an account record for agents and other users. The tab contains the following sections:

  • Account Highlight: This tab enables you to configure the fields to be displayed in the highlight section of an account record. You can select the fields that you want to be displayed in the main section of the record and move them to the Selected section by using the right arrow icon. You can remove the fields from the selected list by selecting the fields and moving them to the Available section by using the left arrow icon. You can revert the change by using the reset icon.
  • Account Detail: This tab enables you to add the custom fields for an account record and define if these fields can be modified. You can select the fields you want to be displayed in the record when adding or modifying the record and move them to the Selected column by using the right arrow icon. You can remove the fields from the selected list by selecting the fields and moving them to the Available section by using the left arrow icon. You can revert the change by using the reset icon.
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