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| A Contact View is a filter for displaying the Contacts that meet predefined criteria in a customized table. Views are intended |
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to help you and your agents to easily segment, find, track, prioritize, or manage |
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the records, without the need to manually search for a |
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specific set of records.
You can define a |
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Contact. In addition, you can define who can view or modify a |
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View appears as an option in the Select a predefined view field in the |
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Contacts section that appears when you click Ticketing |
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> Tickets on the Configure tab. For agents and agent teams, |
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a Contact View appears as an option in the |
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| title | Creating a Contact View |
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| To create |
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on the Views subtab, click New.
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The New Search View window appears.
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In the Name field, enter a name to identify the View throughout the LiveVox Portal and the Agent Desktop. Optional: In the Description field, enter a description of the View. Click Save.
The View
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is created and is available on the
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subtab appears to enable you to design the
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The Summary section on the Design tab displays the changes that you make on each subtab of the Design tab, in real time.
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Click Save.
If you want to design the contact view based on basic filter criteria, on the Filter Criteria subtab, specify the filter criteria.
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- Both system fields and custom fields appear on the tab.
- 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.
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| title | Designing a Contact View |
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| To design a Contact View: - Access the View.
On the Filter Criteria subtab, in the fields, specify those values based on which you want the records to be filtered. | Note |
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To design a Contact View based on advanced filter criteria (conditional logic), |
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use the Advanced Criteria Mode |
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Fill the Fields to Display, Restrict Editors, and Restrict Visibility subtabs.
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- For information about the subtabs, see the Subtabs Used When Designing a View topic in the Product Documentation.
- The Summary section on the Design subtab displays the changes that you make on each of its subtabs, in real time.
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- Click Save.
A message stating that the View is updated appears.
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| The user interface of Contact records contains the main area and the Detail tab (in addition to other tabs). The fields on the Detail tab are displayed within groups. You can configure the display of the main area and the Detail tab of Contact records that appear within the Ticketing component. |
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| title | Configuring the Display |
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| Main AreaTo configure the display of the main area of Contact records: On the Screen tab, on the Contact Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of Contact records, and then click the right arrow icon  Image Added.
The selected fields appear in the Selected section.
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Add group: Enables you to add a condition through a new group.
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You can identify a group by the And and Or logical operators. The rules within a group are linked by the logical operator selected for the group. For example, if the option Or is selected within a group, all the rules within that group are linked by the Or logical operator. |
Specify conditions for the contact view by using the Add rule and/or Add group buttons where required.
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- A textual representation of the specified filter criteria appears in the Summary section in real time.
- To delete a rule or group, hover over the rule or group, and then use the close icon
 Image Removed. - To design the contact view based on basic filter criteria, in the Advanced Criteria Mode option, select the On option.
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Suppose that you want to specify the following filter criteria for the contact view:
The name of the agent team assigned to contacts is Support; the names of the agents on that agent team are either Jane Doe or John Doe; and the call attempts for the current day is greater than two.
Then, in the Query Builder section, perform the following steps:
Click Add rule, and then specify the following condition.
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Click Add group, and then specify the following condition.
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Hover over the second group, click Add rule, and then specify the following condition.
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Within the first group, click Add rule, and then specify the following condition.
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Specify values in the fields of the following subtabs.
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The items that appear in the Selected section represent the columns in the table of contacts that appears when you select the contact view.
If you want to display additional columns in the contact table, in the Available section, select the names of such columns, and then click the right arrow icon Image Removed.
If you want to hide certain columns from the contact table, in the Selected section, select the names of such columns fields, and then click the left arrow icon 
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By default, the contact view can be modified by anyone.
filter the fields in the Available section by using the Filter box. |
In the Selected section, select the field that you do not want to be displayed in the main area of the records
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If you do not want the selected users to be able to modify the contact view, in the Selected section, select their names, and then click the left arrow icon Image Removed.
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You can revert all your changes by clicking the reset icon  Image Removed. |
left arrow icon Image Added.
The selected field is removed from the Selected section, and it appears in the Available section. To define the position of a field in the records, in the Selected section, drag the field to the required position. | Info |
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| The order in which the fields appear in the Selected section represents the order in which they appear in the records. |
To modify the properties of the selected fields, in the Selected section, click the cell containing the property you want to modify, and then specify the property. Click Save. The display of the main area of Contact records is configured.
To configure the display of the area on the Detail tab of Contact records, perform the previous steps on the Contact Detail subtab. | Info |
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| The Group column in the Selected section represents that section on the Detail tab in which the field appears (for example, General, Address, or Other). You can modify the value in this column by clicking the cell displaying the value and then selecting the required section |
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By default, the contact view is visible to everyone.
If you want the contact view to be visible to only certain users, teams, or agents, select one of the following options, and then, in the Available section, select their names, and then click the right arrow icon Image Removed:
- Users: Indicates that the contact view is visible to only the selected users.
- Teams: Indicates that the contact view is visible to only the selected agent teams.
- Agents: Indicates that the contact view is visible to only the selected agents.
If you do not want the contact 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 Removed.
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You can revert all your changes by clicking the reset icon Image Removed. |
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Click Save.
The design of the contact view is saved.
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In the Contact Views window, on the VIEWS tab, you can: Preview a contact view by double-clicking the row displaying the view and then clicking the Preview tab.Modify, copy, or delete a contact view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.Modify the design of a contact view by double-clicking the row displaying the view.Filter the contact views by entering in the Filter box the text (name, type, or description) based on which you want to filter the views
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