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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. Info icon false 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). 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 Image RemovedImage Added. 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 Image RemovedImage Added. 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. Tip icon false You can 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 RemovedImage Added.
   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 Image RemovedImage Added. 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 Image RemovedImage Added. Tip icon false You can 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 RemovedImage Added.
   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 Image RemovedImage Added. Info icon false 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 Image RemovedImage Added. Tip icon false 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 your changes by clicking the reset icon Image RemovedImage Added.

   
   

   Info
   icon false
   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.

The type of an account is determined by the Type field of an account. You can create the options (account types) for the Type field. 

To create an account type:

1. In the Accounts Config window, on the Settings tab, in the Types section, click New.
   The New Type window appears.

2. In the Please enter Type name field, enter a name for the account type (for example, Change Log, Prospect, or Support).
   

   Info
   icon false
   The value that you enter in this field appears as an option in the Type field of an account.

   
   

3. Click Save.
   The account type is created, and it appears in the Types section.

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:

1. In the Accounts Config window, on the Settings tab, in the Classifications section, click New.
   The New Classification window appears.

2. In the Please enter Classification name field, enter a name for the account classification (for example, Gold, Platinum, or Silver).
   

   Info
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   The value that you enter in this field appears as an option in the Classification field of an account.

   
   

3. Click Save.
   The account classification is created, and it appears in the Classifications section.

• To modify the name of an account classification or type: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, 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 to the position you want.
  

  Info
  icon false
  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).

  
  

To create an account SLA:

1. In the Accounts Config window, on the SLAs tab, click New.
   The Editor window appears.

2. Specify values in the fields as described in the following table.

   Field	Description
   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 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 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 on the Settings tab of the Tickets Config window (in the Priorities section).
   Include Sunday	If you want Sundays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. Info 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 on the Settings tab of the Tickets Config window (in the Priorities section).

   
   

3. Click Save.
   The SLA is created, and it appears on the SLAs tab.