A contact view is a filter for displaying the contacts that meet predefined criteria in a customized table. Contact views are intended to help you and your agents to easily segment, find, track, prioritize, or manage contacts, without the need to manually search for a specific set of contacts.
You can define a contact view based on the properties (both system and custom) of a contact and also based on conditional logic (advanced filter criteria). In addition, you can define who can view or modify a contact view.
Contact views appear as options in the Select a predefined view field in the Contacts section that appears when you click Ticketing> Tickets on the Configure tab. For agents and agent teams, contact views appear as options in the Select a predefined view field in the Contact List section on the agent desktop.
To create and design a contact view:
On theVIEWS tab, clickNew. TheNew Contact Viewwindow appears.
Specify values in the following fields:
Name:Name to identify the view.
Description:Description of the view. This field is optional. The contact view is created and is available on theVIEWS tab. TheDesigntab appears to enable you to design the view.
TheSummarysection on theDesigntab displays the changes that you make on each subtab of theDesigntab, in real time.
Click Save.
If you want to design the contact view based on basic filter criteria, on theFilter Criteria subtab, specify the filter criteria.
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.
If you want to design the contact view based on advanced filter criteria (conditional logic), on theFilter Criteria subtab:
Hover over the section displaying theAndandOroptions. The following buttons appear:
Add rule:Enables you to add a condition within a group.
Add group:Enables you to add a condition through a new group.
You can identify a group by theAndandOrlogical operators. The rules within a group are linked by the logical operator selected for the group. For example, if the optionOris selected within a group, all the rules within that group are linked by theOr logical operator.
Specify conditions for the contact view by using theAdd ruleand/orAdd groupbuttons where required.
A textual representation of the specified filter criteria appears in theSummarysection in real time.
To delete a rule or group, hover over the rule or group, and then use the close icon.
To design the contact view based on basic filter criteria, in theAdvanced Criteria Modeoption, select theOn option.
Suppose that you want to specify the following filter criteria for the contact view:
The name of the agent team assigned to contacts isSupport; the names of the agents on that agent team are either Jane DoeorJohn Doe; and the call attempts for the current day is greater than two.
Then, in theQuery Buildersection, perform the following steps:
ClickAdd rule, and then specify the following condition.
Field
Operator
Value
Agent Team
Equal To
Support
ClickAdd group, and then specify the following condition.
Field
Operator
Value
Agent
Equal To
Jane Doe
Hover over the second group, clickAdd rule, and then specify the following condition.
Field
Operator
Value
Agent
Equal To
John Doe
Within the second group, select theOroption.
Within the first group, clickAdd rule, and then specify the following condition.
Field
Operator
Value
Call Attempts Today
Greater Than
2
Specify values in the fields of the following subtabs.
Subtab
Description
Fields to Display
The items that appear in theSelectedsection 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 theAvailablesection, select the names of such columns, and then click the right arrow icon.
If you want to hide certain columns from the contact table, in theSelected section, select the names of such columns fields, and then click the left arrow icon.
The order in which the items appear in theSelectedsection corresponds to the order in which they appear as columns in the contact table. To modify the position of a column, in theSelectedsection, drag the name of that column to the position you want.
You can revert all your changes by clicking the reset icon .
Restrict Editors
By default, the contact view can be modified by anyone.
If you want only certain users to be able to modify the contact view, in theAvailablesection, select their names, and then click the right arrow icon.
If you do not want the selected users to be able to modify the contact view, in theSelectedsection, select their names, and then click the left arrow icon.
You can revert all your changes by clicking the reset icon .
Restrict Visibility
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 theAvailablesection, select their names, and then click the right arrow icon:
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 theSelectedsection, select their names, and then click the left arrow icon.
You can revert all your changes by clicking the reset icon .
Click Save. The design of the contact view is saved.
In theContact Views window, on theVIEWS tab, you can:
Preview a contact view by double-clicking the row displaying the view and then clicking thePreview tab.
Modify, copy, or delete a contact view by selecting the row displaying the view and then usingEdit,Copy, orDelete, respectively.
Modify the design of a contact view by double-clicking the row displaying the view.
Filter the contact views by entering in theFilterbox the text (name, type, or description) based on which you want to filter the views.