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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

...

...

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.


Expand
titleCreating an Account View

To create an account view:

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

  2. In the Name field, enter a name

that identifies the

  1. for identifying the account view throughout the LiveVox Portal and the

agent desktop

  1. Agent Desktop.

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

  3. 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.

Note
iconfalse
titleNext Step

Design the account view.



Expand
titleDesigning an Account View


Info
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, click the Views subtab, and then double-click the row displaying the account view.
    The Design subtab appears.

  2. Specify values on the following subtabs

as described in the following table

  1. .

     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
    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 represents the order in which they appear as columns in the account table
.
    • (that is, in the user interface).
    • To
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 
right-arrow iconImage Removed
    • Image 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 
left-arrow iconImage Removed
    • Image 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
within the Selected section
    • .
    Tip
    iconfalse
    • 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
    • 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. 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 

right-arrow iconImage Removed

  1. Image 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 

left-arrow iconImage Removed

  1. Image Added.

    Tip
    iconfalse
    • You can
revert all your changes by clicking the reset icon reset iconImage Removed
    • 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 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 

right-arrow iconImage Removed

  1. Image Added.

    Info
    iconfalse
    • 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 

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 your changes by clicking the reset icon reset iconImage Removed
    • 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 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.



expand
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

three

two characters)

of the account view

.

title

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

imported to

LiveVox

LVP, in the

 General

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 appears as an option in the Type field

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

    Info
    iconfalse

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

tip


  2. Click Save.
    The
order in which the types appear in the
  1. account type is created, and it appears 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.
    1. .


    Expand
    titleCreating an Account Classification

    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
      iconfalse

      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.


    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:

    1. On the Settings tab, in the Classifications section, click New.
      The New window appears.
    2. 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.
    The order in which the types appear 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.

    Expand
    titleModifying an Account Classification or Type
    Expand
    titleCreating an Account Classification
    Tip
    Info
    iconfalse

    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 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.
  • 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 Removed.

    • 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 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.

    Info
    iconfalse
    titleExample

    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). 


    Info

    SLAs for tickets that are not associated with accounts are defined on the Settings tab of the Tickets Config window (in the Priorities section).


    Expand
    titleCreating an Account SLA

    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 following fields.

      FieldDescription
      Account ClassificationSelect 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)

    Expand
    titleSLAs
    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

    1. .

      Info
      iconfalse

    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 Ticketing Config window).

    By default, this field displays the SLA duration (in hours) that is defined for the selected ticket priority. The SLA duration for ticket priorities 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
    iconfalse

    By default, the checkbox displays the status (enabled or disabled)

    To create an account SLA:

    1. On the SLAs tab, click New.
      The New Service Level Agreement window appears.

    2. Specify values in the following fields as required.

      Expand
      titleField Descriptions
      FieldDescriptionAccount ClassificationAccount 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. InfoThe SLA value is defined for a ticket priority through the SLA Hours 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
      Saturday
      Sunday

      If you want Sundays to be

      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.
      Info

      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.

      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.

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

    Expand

    1. , 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. This status for ticket priorities is defined on the Settings tab of the Tickets Config window (in the Priorities section).



    2. 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).


    title
    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.

    Expand
    titleConfiguring the Account Display (Main Area)

    To configure

    to configure 

    the display of the main area of an account

    and

    :

    1. In the Accounts Config window, click the 

    Detail

    1. Screen tab

    of an account.

    To configure the display of an account record:

    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

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

  • 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.

    Tip
    iconfalse

    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

    1. , select the fields that you

    do not

    1. want to be displayed in the main area of an account, and then click the

    left

    1. right arrow

    icon Image Removed

    1. iconImage 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.

    1. Selected section.

      Tip
      iconfalse

      You can

    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. 

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


    2. 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.

      Tip
      iconfalse

      You can revert your changes by clicking Reset.


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


    1. Info
      iconfalse

      The

     Name, Type, and Column columns

    1. 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. 

    1. represents the order in which they appear in an account. 


    2. 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

    1. .

      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

    account: 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.