Spring24 Admin Guide

Page tree

Creating a View

To create an account view, contact view, or ticket view:

  1. On the Configure tab of the LiveVox Portal (LVP):
    • For account view: Click Account > Accounts Config.
    • For contact view: Click Contacts > Contact Views.

    • For ticket view: Click Ticketing > Tickets Config.

  2. On the Views tab, on the Views subtab, click New.
    The New Search View window appears.

  3. In the Name field, enter a name to identify the view throughout the LiveVox Portal and the Agent Desktop.

  4. Optional: In the Description field, enter a description of the view.

  5. Click Save.
    The view is created and is available on the Views subtab. The Design subtab appears to enable you to design the view.

Accessing a View

To access an account view, contact view, or ticket view:

  1. On the Configure tab of LVP:
    • For account view: Click Account > Accounts Config.
    • For contact view: Click Contacts > Contact Views.
    • For ticket view: Click Ticketing > Tickets Config.

  2. On the Views tab, on the Views subtab, double-click the row displaying the view.
    The Design subtab appears.

Designing a View

To design an account view, contact view, or ticket view:

  1. Access the view.

  2. On the Filter Criteria subtab, in the fields, specify those values based on which you want the records to be filtered. 

    To design a contact view or a ticket view based on advanced filter criteria (conditional logic), use the Advanced Criteria Mode option. For more information, see Advanced Filter Criteria.

    Examples

    • Account: If you select the Unassigned checkbox, when the current account view is selected, only the Accounts that are not assigned to an agent or agent team appear in the Account table.
    • Contact: If you enter New York in the City field, when the current contact view is selected, only the customers that are located in New York appear in the Contact table.
    • Ticket: If you enter High in the Priority field, when the current ticket view is selected, only the Tickets whose priority is high appear in the Ticket table.

    For a contact view:

    • Both system fields and custom fields appear on the Filter Criteria subtab.
    • When specifying the filter criterion for a custom field, ensure that you also specify the filter criterion for at least one system field.
    • You cannot specify the filter criteria for more than two custom fields.

  3. Fill the Fields to Display, Restrict Editors, and Restrict Visibility subtabs.

    • For information about the subtabs, see Subtabs Used When Designing a View.
    • The Summary section on the Design subtab displays the changes that you make on each of its subtabs, in real time.
  4. Click Save.
    A message stating that the view is updated appears.

Previewing a View

To preview an account view, contact view, or ticket view: Access the view, and then click the Preview tab.

Modifying, Copying, or Deleting a View

To modify, copy or delete an account view, contact view, or ticket view:

  1. On the Configure tab of LVP:
    • For account view: Click Account > Accounts Config.
    • For contact view: Click Contacts > Contact Views. 
    • For ticket view: Click Ticketing > Tickets Config.

  2. On the Views tab, on the Views subtab, click the row displaying the view, and then click Edit, Copy, or Delete.

To modify the design of the view, on the Views subtab, double-click the row displaying the view.

Viewing the Changes Made to a View

To view a summary of all the changes made to an account view contact view, or ticket view: Access the view, and then click the Change History tab.
A summary of all the changes made to the view appears.

The time in the Created Date column represents your time zone.

Searching for a View

To search for an account view, contact view, or ticket view:

  1. On the Configure tab of LVP:
    • For account view: Click Account > Accounts Config.
    • For contact view: Click Contacts > Contact Views.
    • For ticket view: click Ticketing > Tickets Config.

  2. On the Views tab, on the Views subtab, in the Filter box, enter the name or description of the view (at least three characters).
    The views that meet the search criterion appear in the table.

Working with a View Through Ticketing

You can also create, design, modify, and delete a view through Ticketing.

  • To create and design a view, on the respective tab (Accounts, Contacts, or Tickets), in the search box, click the plus icon.
  • To modify a view, on the respective tab, in the search box, select the view that you want to modify, and then click the Edit Search View icon.
  • To delete a view, on the respective tab, in the search box, select the view that you want to delete, click the Edit Search View icon, and then, in the Edit Search View window, click Delete.
  • No labels