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| title | Designing an Account View |
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| An account table is a table that contains account records. |
To design an account view: - 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. Specify values on the subtabs as described in the following table.
Subtab | Description |
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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. | Info |
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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 (that is, in the user interface).
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- 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
 . - 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
 . - 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.
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| revert all - filter the values in the Available and Selected sections by using the Filter by name box.
- You can revert your changes by clicking the reset icon
 Image Modified.
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| | 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 . If 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 . | Tip |
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| revert all - filter the values in the Available and Selected sections by using the Filter by name box.
- You can revert your changes by clicking the reset icon Image Modified.
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| | 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 . | Info |
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- 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.
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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 . | 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 filter the values in the Available and Selected sections by using the Filter by name box.
- You can revert revert all your changes by clicking the 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. |
Click Save.
The account view is designed.
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| title | Creating an Account Type |
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The type of an account is determined by the Type field in of an account record. You can create the options (account types) for the Type field. To create an account type: - In the Accounts Config window, on the Settings tab, in the Types section, click New.
The New Type window appears. In the Please enter Type name field, enter a name for the account type (for example, Change Log, Prospect, or Support).
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The value that you enter in this field appears as an option in the Type field of an account. |
- Click Save.
The account type is created, and it appears in the table in the Types section.
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| title | Modifying Creating an Account Classification or Type |
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The classification of an account is determined by the Classification field of an account. You can create the options (account classifications) for the Classification field. To create an account classification: - In the Accounts
To modify the name of an account classification or type: In the Accounts - Config window, on
the - the Settings tab, in the Classifications section, click New.
The New Classification window appears. In the Please enter Classification name field, enter a name for the account classification (for example, Gold, Platinum, or Silver).
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The value that you enter in this field appears as an option in the Classification field of an account. |
- Click Save.
The account classification is created, and it appears in the Classifications section.
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| title | Modifying an Account Classification or Type |
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- To modify the name of an account classification or type: In the Accounts
or Types section, in the row displaying the account classification or type, click the Name cell, and then enter the name you want.To define the position of an account classification or type in the Classification or Type field of an account: In the Accounts - Config window, on the Settings tab, in the Classifications or Types section,
drag - click the cell containing the name, and then enter the name you want.
To define the position of an account classification or type in the Classification or Type field of an account: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, drag the row displaying the account classification or type row displaying the account classification or type to the position you want.
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The order in which the account classifications and types appear in the Classifications and Types sections represents the order in which they appear as options in the Classification and Type fields of an account. You can also identify the order by the values in the Order column in the sections (for example, the value 1 in the Order column indicates that the corresponding account classification or type appears in the first position in the Classification or Type field of an account). |
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| title | Deleting an Account Classification or Type |
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To delete an account classification or type: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, hover over the row displaying the account classification or type, and then click the delete icon . |
SLAs
The SLAs tab of the Accounts Config window enables you to define the service-level agreement (SLAs) for tickets that are associated with accounts. The SLA of a ticket is defined by the SLA of the account with which the ticket is associated and is based on account classification and ticket priority.
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If a ticket whose priority is High is associated with an account whose classification is Platinum, the SLA of the ticket is defined by the account SLA for the respective ticket priority and account classification (as opposed to the ticket SLA for the respective ticket priority). |
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SLAs for tickets that are not associated with accounts are defined on the Settings tab of the Tickets Config window (in the Priorities section). |
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| title | Creating an Account SLA |
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To create an account SLA: |
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| title | Creating an Account Classification |
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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:
In the - In the
- Accounts Config window, on the SLAs
Settings tab, in the Classifications section, click New.
The New window appears.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.| Expand |
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- tab, click New.
The Editor window appears. Specify values in the fields as described in the following table. | Field | Description |
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| Account Classification | Select the account classification for which you want the SLA to be applicable. | | Ticket Priority | Select the ticket priority for which you want the SLA to be applicable. | | Time Duration (Hours) | Enter the SLA duration (in hours). | Info |
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By default, this field displays the SLA duration (in hours) that is defined for the selected ticket priority. The SLA duration for ticket priorties is defined on the Settings tab of the Tickets Config window (in the Priorities section). |
| | Include Saturday | If you want Saturdays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. | Info |
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By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority. This status for ticket priorities |
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The SLAs tab of the Accounts Config window enables you to define the service-level agreement (SLAs) for tickets that are associated with accounts based on the account classification and ticket priority. | Info |
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If a ticket whose priority is high is associated with an account whose classification is Platinum, the SLA of the ticket is defined by the account SLA for the respective priority and classification (as opposed to the ticket SLA for the respective priority, which is defined on the Settings tab of the |
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Ticketing
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| Include Sunday | If you want Sundays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. | Info |
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By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority. This status for ticket priorities is defined |
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To create an account SLA:
- In the Accounts Config window, on the SLAs tab, click New.
The New Service Level Agreement window appears. Specify values in the following fields as required.
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| Field | Description |
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| Account Classification | Account classification for which you want the SLA to be applicable. |
| Ticket Priority | Ticket priority for which you want the SLA to be applicable. |
Time Duration (Hours) | Value (in hours) for the SLA. By default, this field displays the SLA value that is defined for the selected ticket priority. You can, however, modify the value.
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The SLA value is defined for a ticket priority through the SLA Hours cell in the Priorities section on the Settings tab of the |
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Tickets Config window (in the Priorities section). |
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Include Saturday | Indicates if Saturdays are included in the SLA. By default, this checkbox displays the status that is defined for the selected ticket priority. You can, however, modify the status.
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The status is defined for a ticket priority through the Include Saturday cell in the Priorities section on the Settings tab of the Ticketing Config window. |
Include Sunday | Indicates if Sundays are included in the SLA. By default, this checkbox displays the status that is defined for the selected ticket priority. You can, however, modify the status.
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The status is defined for a ticket priority through the Include Sunday cell in the Priorities section on the Settings tab of the Ticketing Config window. |
Click Save.
The SLA is created, and it appears on the SLAs tab.
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Click Save.
The SLA is created, and it appears on the SLAs tab.
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| title | Modifying an Account SLA |
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To modify an account SLA: In the Accounts Config window, on the SLAs tab, click the cell containing the value you want to modify, and then specify the value you want. |
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| title | Searching for an Account SLA |
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To search for an account SLA: In the Accounts Config window, on the SLAs tab, in the Filter box, enter the account classification, ticket priority, or SLA hours of the account SLA (at least two characters).
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| title | Deleting an Account SLA |
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To delete an account SLA: In the Accounts Config window, on the SLAs tab, hover over the row displaying the account SLA, and then click the delete iconImage Added. | title |
Screen
The Screen tab of the Accounts Config window enables you to configure the display of the main area
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and the
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Detail
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tab of an account.
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| title | Configuring the Account Display (Main Area) |
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| To configure the display of an account record: |
To configure the display of the main area of an account: In the Accounts Config window, on the Screen tab, on the Account Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of an account, and then click the right arrow icon  Image Modified.
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| You can filter the values in the Available section by using the Filter box. |
The selected fields appear in the Selected section.
In the Selected section, select the
fields field that you do not want to be displayed in the main area of an account, and then click the left arrow icon  Image Modified.
The selected
fields appear field appears in the Available section. | Tip |
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| You can revert your changes by clicking |
the reset icon  Image Removed or
If you want to modify
To define the position of a field in an account, in the Selected section, drag the field to the position you want.
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| The order in which the fields appear in the Selected section represents the order in which they appear in an account |
record
If you want to modify the values in these columns
To modify the properties of the selected fields, in the Selected section, click the cell
displaying the valuescontaining the property you want to modify, and then specify the
value property you want.
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| - The Name, Type, and Column columns in the Selected section represent the label of the field, the
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characteristic - data type of the field, and the columnar position of the field (in
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the area- an account), respectively.
- The Required column in the Selected section indicates if a field must contain a value (mandatory field) to create or update an account.
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| - You can revert your changes by clicking
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the reset icon Image Removed or- Reset.
- You can preview your changes by expanding the Preview
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section.
Click Save. The display of the main area of an account is configured.
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| title | Configuring the Account Display (Detail Tab) |
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To configure the display of the area on the Detail tab of an account: On the Screen tab, perform step 1 on the Account Detail subtab. If you want to modify the value in this column, in the Selected section, click the cell displaying the value, and then specify the section you want In the Accounts Config window, on the Screen tab, on the Account Detail subtab, perform all the steps of the Configuring the Account Display (Main Area) section.
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| The Group column in the Selected section represents |
the section (for example, General or Other) that section on the Detail tab in which the field |
is displayed. Click Save.
The display configuration of an account record is savedappears (for example, General, Address, or Shipping). |
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