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titleViews


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titleIntroduction

An account view is a filter for displaying the accounts that meet predefined criteria in a customized table. Account views are intended to help you and your agents to easily segment, find, track, prioritize, or manage accounts, without the need to manually search for a specific set of accounts.

You can define an account view based on the properties of an account. In addition, you can define who can view or modify an account view.

Info
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Account views appear as options in the Select a predefined view field in:

  • The Accounts window that appears when you click Account > Accounts on the Configure tab. 
  • On the Accounts tab (when viewing the account list) in the window that appears when you click Ticketing > Tickets on the Configure tab.

For agents and agent teams, the account views appear as options in the Select a predefined view field in the Accounts List section on the agent desktop.



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titleCreating an Account View

To create an account view:

  1. In the Accounts Config window, on the Views tab, click the Views subtab, and then click New.
    The New Search View window appears.
  2. In the Name field, enter a name that identifies the account view throughout the LiveVox Portal and the agent desktop.

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

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

Note
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titleNext Step

Design the account view.



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titleDesigning an Account View


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An account table is a table that contains account records.

To design an account view:

  1. In the Accounts Config window, on the Views tab, click the Views subtab, and then double-click the row displaying the account view.
    The Design subtab appears.
  2. Specify values on the subtabs as described in the following table.

     Subtab

    Description

    Filter Criteria

    This subtab enables you to define the criteria for filtering the accounts when the account view is selected.

    Specify those values in the fields based on which you want the accounts to be filtered. For example, if you select the Unassigned checkbox, when the current account view is selected, only unassigned accounts appear in the account table.

    Fields to Display

    This subtab enables you to define which columns appear in the account table when the account view is selected.

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    • The items in the Selected section represent the columns that appear in the account table.
    • The order in which the items appear in the Selected section represents the order in which they appear as columns in the account table.
    • To display additional columns in the account table, in the Available section, select the names of those columns, and then click the right arrow icon right-arrow icon.
    • To hide certain columns from the account table, in the Selected section, select the names of those columns, and then click the left arrow icon left-arrow icon.
    • To modify the position of a column in the account table, in the Selected section, drag the name of that column to the position you want within the Selected section.
    Tip
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    You can revert all your changes by clicking the reset icon reset icon.


    Restrict Editors

    This subtab enables you to define who can modify the account view.

    By default, the account view can be modified by anyone. If you want the account view to be modifiable to only certain users, in the Available section, select their names, and then click the right arrow icon right-arrow iconIf you do not want the account view to be modifiable to the selected users, in the Selected section, select their names, and then click the left arrow icon left-arrow icon.

    Tip
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    You can revert all your changes by clicking the reset icon reset icon.


    Restrict Visibility 

    This subtab enables you to define who can view the account view.

    By default, the account view is visible to everyone. If you want the account view to be visible to only certain users, agent teams, and agents, select the Users, Teams, or Agents option, select their names in the Available section, and then click the right arrow icon right-arrow icon.

    Info
    • Users: This option indicates that the account view is visible to only the selected users. Users include those who can access the LiveVox Portal (for example, a manager).
    • Teams: This option indicates that the account view is visible to only the selected agent teams.
    • Agents: This option indicates that the account view is visible to only the selected agents.

    If you do not want the account view to be visible to the selected users, teams, or agents, in the Selected section, select their names, and then click the left arrow icon left-arrow icon.

    Tip
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    • You can restrict visibility across users, teams, and agents. That is, when defining the visibility of the account view, you can use one or all of the options (Users, Teams, and Agents), one after another. For example, you can make the account view visible to a user, to an agent team, and to an agent.
    • You can revert all your changes by clicking the reset icon reset icon.



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    The Summary section on the Design subtab displays the changes that you make on each of its subtabs, in real time.


  3. Click Save.
    The account view is designed.

    tip


In the Accounts Config window,

on the Views tab

, on the Views subtab, you can:Preview an account view by double-clicking

), click the row displaying the account view, and then click the Preview tab.

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titlePreviewing an Account View

To preview an account view, in the Accounts Config window, on the Views subtab (

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titleModifying, Copying, or Deleting an Account View
  • To modify, copy or delete an account view, in the Accounts Config window, on the Views subtab (on the Views tab), click the row displaying the account view, and then
clicking the Preview tab
  • click Edit, Copy, or Delete.
Modify
  • To modify the design of an account view
by
  • in the Accounts Config window, on the Views subtab (on the Views tab), double-
clicking
  • click the row displaying the account view.


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titleViewing the Changes Made to an Account View

To view a summary of all the changes made to an account view

by

in the Accounts Config window, on the Views subtab (on the Views tab), double-

clicking

click the row displaying the account viewand then

clicking

click the Change History tab.

Filter the account views by entering in the Filter box the text (name or description) based on which you want to filter the views


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



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titleModifying, Copying, or Deleting Searching for an Account View

To modify, copy or delete search for an account view, in the Accounts Config window, on the Views subtab (on the Views tab), in the Filter box, click the row displaying enter the name or description (at least three characters) of the account view, and then click Edit, Copy, or Delete.



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titleSettings

The Settings tab of the Accounts Config window enables you to define the behavior of the uploading process of accounts and define the types and classifications of an account.

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titleDefining the Bulk Account Upload Process

If you want an account that already exists in LiveVox to be overwritten when the same account is uploaded to LiveVox, in the General section, select the Bulk Account Upload checkbox. Otherwise, clear the checkbox.


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titleCreating an Account Type

You can define the options that appear in the Type field of an account by creating account types. Each of the account types that you create is displayed as an option in the Type field of an account.

To create an account type:

  1. On the Settings tab, in the Types section, click New.
    The New window appears.
  2. In the Please enter type name field, enter a name for the type, and then click Save.
    The type is created, and it appears in the Types section. This type appears as an option in the Type field of an account.
Tip
  • The order in which the types appear in the Types section represents the order in which they appear as options in the Type field of an account. You can modify the position of a type by dragging the name of the type in the Types section to the position you want.
  • In the Types section, you can:
    • Modify the name of a type by clicking the Name cell in the row displaying the type and then entering the name you want.
    • Search for a type by entering in the Filter box the partial or complete name of the type.
    • Delete a type by hovering over the row displaying the type and then using the delete icon.



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titleCreating an Account Classification

You can define the options that appear in the Classification field of an account by creating account classifications (for example, Gold, Platinum, or Silver). Each of the account classifications that you create is displayed as an option in the Classification field of an account.

To create an account classification:

  1. On the Settings tab, in the Classifications section, click New.
    The New window appears.
  2. In the Please enter classification name field, enter a name for the classification, and then click Save.
    The classification is created, and it appears in the Classifications section. This classification appears as an option in the Classification field of an account.
Tip
  • The order in which the types appear in the Classifications section represents the order in which they appear as options in the Classification field of an account. You can modify the position of a type by dragging the name of the classification in the Classifications section to the position you want.
  • In the Classifications section, you can:
    • Modify the name of a classification by clicking the Name cell in the row displaying the type and then entering the name you want.
    • Search for a classification by entering in the Filter box the partial or complete name of the classification.
    • Delete a classification by hovering over the row displaying the classification and then using the delete icon.



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