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The Accounts Config window enables you to define the filtering, settings, Service Level Agreements (SLAs), and screen display for accounts.

...

Views

...

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
iconfalse
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 desktop

Agent Desktop.


Configuring
Expand
title
Creating an Account View

To

configure

create an account view:

On
  1. In the Accounts Config window, on the Views tab,
on
  1. click the Views subtab, and then click New.
    The New Search View window appears.

Specify values in the following fields, and then click Save.

  1. In the Name field, enter a name for identifying the account view throughout the LiveVox Portal and the Agent Desktop.

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

  3. Click Save

  • Name: Name to identify the view.
    • Description: Description for the view. This field is optional

    1. .
      The account view is created and is available on the Views subtab. The Design tab appears to enable you to design the view.

    Note
    iconfalse
    titleNext Step

    Design the account view.



    1. Views subtab, and then double-click the row displaying the account view.
  • View a summary of all changes made to an account view by double-clicking the row displaying the view and then clicking 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.
    1. The Design subtab appears.

    2. Specify values on the following subtabs.

    Expand
    titleDesigning an Account View


    On the Design tab, specify values in the fields of the subtabs.

    Click Save.
    The design of the account view is saved.

    In the Accounts 
    Info
    iconfalse
    • The Summary section of the Design tab displays the changes that you make on each subtab of the Design tab, in real time.
    • For information about the fields, see the Design Subtabs section.
    Tip
    iconfalse

    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,
    on
    1. click the
    Views subtab, you can:
  • Preview an account view by double-clicking the row displaying the view and then clicking the Preview tab.
  • Modify, copy, or delete an account view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
    • Modify the design of an account view by double-clicking
    Expand
    titleDesign Subtabs

    1.  Subtab

      Description

      Filter Criteria

    Specify the

    1. 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

    . 

    1. . 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
      iconfalse
      • 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
    represent the
      • represents the order in which they appear as columns in the account table
    of accounts that appears when you select the account view.If you want to
      • (that is, in the user interface).
      • To display additional columns in the account table, in the Available section, select the names of
    such
      • those columns, and then click the right arrow icon 
    right-arrow iconImage Removed
      • Image Added.
    If you want to
      • To hide certain columns from the account table, in the Selected section, select the names of
    such
      • those columns
    fields
      • , and then click the left arrow icon 
    left-arrow iconImage Removed
      • Image Added.
    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 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
      iconfalse
      • You can filter the values in the Available and Selected sections by using the Filter by name box.
      • You can revert
    all
      • your changes by clicking the reset icon 
    reset iconImage Removed
      • Image 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.

    1.  If you want the account view to be modifiable to only certain users

    to be able to modify the account view

    1. , in the Available section, select their names, and then click the right arrow icon 

    right-arrow iconImage Removed

    1. Image Added.

    1.  If you do not want the

    selected users

    1. account view to be

    able

    1. modifiable to

    modify

    1. the

    account view

    1. selected users, in the Selected section, select their names, and then click the left arrow icon 

    left-arrow iconImage Removed

    1. Image Added.

      Tip
      iconfalse
      • You can filter the values in the Available and Selected sections by using the Filter by name box.
      • You can revert
    all
      • your changes by clicking the reset icon 
    reset iconImage Removed
      • Image Added.


      Restrict Visibility 

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

      By default, the account view is visible to everyone.

    1.  If you want the account view to be visible to only certain users, agent teams, and agents, select

    one of the following options, and then,

    1. the Users, Teams, or Agents option, select their names in the Available section

    , select their names

    1. , and then click the right arrow icon 

    right-arrow iconImage Removed:

    1. Image Added.

      Info
      iconfalse
      • Users:
     Indicates
      • 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:
     Indicates
      • This option indicates that the account view is visible to only the selected agent teams.
      • Agents: 
    Indicates
      • 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 iconImage Removed

    1. Image Added.

      Tip
      iconfalse
      • 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
      • 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 
    reset iconImage Removed. Expand
      • Image Added.



      Info
      iconfalse

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


    2. Click Save.
      A message stating that the account view is updated appears. The account view is designed.


    Expand
    titlePreviewing an Account View

    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.


    Expand
    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 click Edit, Copy, or Delete.
    • To modify the design of an account view, in the Accounts Config window, on the Views subtab (on the Views tab), double-click the row displaying the account view.


    Expand
    titleViewing the Changes Made to an Account View

    To view a summary of all the changes made to an account view, in the Accounts Config window, on the Views subtab (on the Views tab), double-click the row displaying the account view, and then click the Change History tab.

    Info
    iconfalse

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



    title
    Expand
    titleSearching for an Account View

    To search for an account view, in the Accounts Config window, on the Views subtab (on the Views tab), in the Filter box, enter the name or description of the account view (at least two characters).

    Settings

    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.

    Expand
    titleDefining the Bulk Account Upload Process

    If you want an account that already exists

    in LiveVox

    on the LiveVox Portal (LVP) to be overwritten when the same account is

    uploaded to LiveVox

    imported to LVP, in the Accounts Config window, on the Settings tab, in the General section, select the Bulk Account Upload checkbox. Otherwise, clear the checkbox.


    Expand
    titleCreating an Account Type
    You can define the options that appear in the Type 

    The type of an account is determined by 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.

    . You can create the options (account types) for the Type field. 

    To create an account type:

    On
    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 

    1. Type name field, enter a name for the account type

    , and then click Save.
    The type is created, and it appears in the Types section. This type

    1. (for example, Change Log, Prospect, or Support).

      Info
      iconfalse

      The value that you enter in this field appears as an option in the

     

    1. Type

     

    1. 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 iconImage Removed.


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


    Expand
    titleCreating an Account Classification

    The classification of an account is determined by the Classification field of an account. You can

    define

    create 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.

    (account classifications) for the Classification field. 

    To create an account classification:

    On
    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 

    1. enter Classification name field, enter a name for the account classification

    , and then cl

    1. (for example, Gold, Platinum, or Silver).

      Info
      iconfalse

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


    2. Click Save.
      The
    classification
    1. account classification is created, and it appears in the 
    Classifications section. This classification appears as an option in the Classification field of an account.
    1. Classifications section.


    Expand
    titleModifying an Account Classification or Type
    • 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
      iconfalse
    tip

    • The order in which the account classifications and types appear in the

     

    • Classifications and Types 

    section

    • sections represents the order in which they appear as options in the

     Classification field

    • Classification and Type fields 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.

    • 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).



    Expand
    titleSearching for an Account Classification or Type

    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).


    Expand
    titleDeleting an Account Classification or Type

    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

    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 iconImage Modified.

    Expand
    title

    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.

    Info
    iconfalse
    titleExample

    If a ticket whose priority is

    high

    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). 


    Info

    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).


    Expand
    titleCreating an Account SLA

    To create an account SLA:

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

    2. Specify values in the following fields as required.

    Expand
    titleField Descriptions
    FieldDescription
    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
    iconfalse

    By default, this field displays the SLA

    value

    duration (in hours) that is defined for the selected ticket priority.

    You can, however, modify the value. Info

    The SLA 

    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 

    Ticketing

    Tickets Config window (in the Priorities section).


    Include Saturday
    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
    iconfalse

    By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority.

    You can, however, modify the status. InfoThe status is defined for a ticket priority through the Include Saturday cell in the Priorities section

    This status for ticket priorities is defined on the Settings tab of the 

    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

    , select this checkbox

    displays the status that is defined for the selected ticket priority. You can, however, modify the status. InfoThe status is defined for a ticket priority through the Include Sunday cell in the Priorities section

    . Otherwise, clear the checkbox.

    Info
    iconfalse

    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 

    Ticketing

    Tickets Config window (in the Priorities section).



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


    • Expand
    titleModifying an Account SLA

    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.


    Expand
    titleSearching for an Account SLA

    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).


    Expand
    titleDeleting an Account SLA

    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.

    To configure the display of an account record:
  • The Name, Type, and Column columns 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. 
    • The Required column in the Selected section indicates if a field must contain a value (mandatory field) to create or update an account

    1. property you want.

    Expand
    titleConfiguring the Account Display (Main Area)

    To configure the display of the main area of an account:

    On

    1. In the Accounts Config window, click the Screen tab

    , on the

    1. .
      The Account Highlight and Account Detail subtabs appear.

      Info

      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.


    2. 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

    1. Image Added.
      The selected fields appear in the Selected section.

      Tip
      iconfalse

      You can filter the

    values

    1. fields in the Available section by using the Filter box

    .The selected fields appear in the Selected section

    1. .


    2. In the Selected section, select the

    fields

    1. field that you do not want to be displayed in the main area of an account, and then click the left arrow

    icon 

    1. iconImage Modified.
      The selected

    fields appear in the 

    1. field is removed from the Selected section, and it appears in the Available section.

      Tip
      iconfalse

      You can revert your changes by clicking

    the reset icon Image Removed or

    1.  Reset.

    If you want to modify


    2. To define the position of a field in an account, in the Selected section, drag the field to the position you want. 

      Info
      iconfalse

      The order in which the fields appear in the Selected section represents the order in which they appear in an account

    record

    1. . 

    If you want to


    2. To modify the

    values in these columns

    1. properties of the selected fields, in the Selected section, click the cell

    displaying the values

    1. containing the property you want to modify, and then specify the

    value you want.
    Info
    iconfalse
    Tip
    iconfalse
    • You can revert your changes by clicking
    the reset icon Image Removed or
      •  Reset.
      • You can preview your changes by expanding the Preview section.


    2. Click Save.

      The display of the main area of an account is configured.


    Expand
    titleConfiguring the Account Display (Detail Tab)

    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.

    Info
    iconfalse

    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 saved

    appears (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.