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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.
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Account views appear as options An account view appears as an option 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 an account views appear as options view appears as an option in the Select a predefined view field in the Accounts List section on the agent desktopAgent Desktop. |
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title | Creating an Account View |
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To create an account view: - In the Accounts Config window, on the Views tab, click the Views subtab, and then click New.
The New Search View window appears. In the Name field, enter a name that identifies the for identifying the account view throughout the LiveVox Portal and the agent desktopAgent Desktop. Optional: In the Description field, enter a description of the account view. 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.
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| Design the account view. |
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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 following subtabs as described in the following table.
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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 | | Restrict Editors | | 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 |
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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 Image RemovedImage Added. 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 Image RemovedImage Added.
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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. A message stating that the account view is updated appears. The account view is designed.
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title | Previewing an Account View |
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To preview 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 click the Preview tab. |
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title | Defining the Bulk Account Upload Process |
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If you want an account that already exists on the LiveVox Portal (LVP) to be overwritten when the same account is imported to the portalLVP, in the Accounts Config window, on the Settings tab, in the General section, select the Bulk Account Upload checkbox. Otherwise, clear the checkbox. |
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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 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
To modify the name of an account classification or type: In - the Accounts Config window, on
the - the Settings tab, in the Classifications
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 the 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 | Searching for an Account Classification or Type |
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To search for an account type or classification: In the Accounts Config window, on the Settings tab, in the Classifications or Types section, in the Filter box, enter the name of the account classification or type (at least two characters).
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- 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 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.
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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 search for an account type or classification or type: In the Accounts Config window, on the Settings tab, in the the Classifications or or Types section, hover over the row displaying in the Filter box, enter the name of the account classification or type, and then click the delete iconImage Removedtype (at least two characters).
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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 Accounts Config window, on the 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.
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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 iconImage Added. |
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 |
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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 ticket priority and account classification (as opposed to the ticket SLA for the respective
priority, which is ticket priority).
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SLAs for tickets that are not associated with accounts are defined on the Settings tab of the Ticketing 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: - In the Accounts Config window, on the SLAs tab, click New.
The New Service Level Agreement Editor window appears. Specify values in the following fields as required. Expand |
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title | Field DescriptionsField | Description |
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Account Classification |
Account Select the account classification for which you want the SLA to be applicable. | Ticket Priority |
Ticket Select the ticket priority for which you want the SLA to be applicable. | Time Duration (Hours) |
Value Enter the SLA duration (in hours) |
for the SLA. . Info |
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| By default, this field displays the SLA |
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value duration (in hours) that is defined for the selected ticket priority |
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. You can, however, modify the value Info | value is defined for a ticket priority through the SLA Hours cell in the Priorities section duration for ticket priorities is defined on the Settings tab of the |
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Ticketing .(in the Priorities section). |
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Indicates if Saturdays are If you want Saturdays to be included in the SLA |
. By default, this checkbox displays the status that , 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. |
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You can, however, modify the status. Info | The status is defined for a ticket priority through the Include Saturday cell in the Priorities section on the This status for ticket priorities is defined on the Settings tab of the |
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Ticketing Tickets Config window (in the Priorities section). |
| Include Sunday |
Indicates if Sundays are If you want Sundays to be included in the SLA |
. By default displays the status that is defined for the selected ticket priority. You can, however, modify the status. Info | 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. 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 on the Settings tab of the Tickets Config window (in the Priorities section). |
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Click Save. The SLA is created, and it appears on the SLAs tab.
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title | Screen | 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 Screen tab of the Accounts Config window enables you to configure the display of the main area of an account and the Detail tab of an account. 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 Removed.
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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.
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. |
Screen
The Screen tab of the Accounts Config window enables you to configure the display of the main area and the Detail tab of an account.
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title | Configuring the Account Display (Main Area) |
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To configure the display of the main area of an account: In the Accounts Config window, click the Screen tab. The Account Highlight and Account Detail subtabs appear. Info |
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The Selected section displays the following columns: - Name: Name of the field.
- Data Index: Internal name of the field.
- Type: Characteristic of the field.
- Required: Indicates if the field must contain a value (mandatory field) to create or update an account.
- Column: CoIumnar position of the field in an account.
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On the Account Highlight subtab, in the Available section In the Selected section, select the fields that you do not want to be displayed in the main area of an account, and then click the left right arrow icon Image RemovediconImage Added. The selected fields appear in the Available sectionIf you want to modify the values in these columns, in the Selected section, click the cell displaying the values, and then specify the value you want.Selected section.
revert your changes by clicking the reset icon Image Removed or Reset.If you want to modify 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. |
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 an account, and then click the left arrow iconImage Added. The selected field is removed from the Selected section, and it appears in the Available section.
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| You can revert your changes by clicking Reset. |
To define the position of a field in an account, in the Selected section, drag the field to the position you want.
Name, Type, and Column columns order in which the fields appear in the Selected section |
represent the label of the field, the characteristic of the field, and the columnar position of the field in the area, respectively. represents the order in which they appear in an account. |
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 you want 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 section.
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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 wantaccount: 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, Billing, Description, or General). You can modify the value in this column by clicking the cell displaying the value and then selecting the section you want. |
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