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Views

The Views tab enables you to create predefined filters for tickets for yourself, agents, or agent teams. Views help you easily find, monitor, and work on tickets without the need for a manual search.

The Views tab contains the following subtabs:

  • VIEWS: To create a filtered view for tickets
  • Design: To design the view
  • Preview: To preview the view
  • Change History: To view the history of the view

Creating and Designing a View

To create and design a view:

  1. On the Configure tab of the LiveVox Portal, click Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Views tab, and then the VIEWS subtab.
  3. Click New.
    The New Ticket Search View window appears.

  4. Enter values in the following fields.

    Field

    Description

    NameEnter a name for the view.
    TypeSelect the view type. The available values are List and Dashboard.
    DescriptionEnter a description of the view.
  5. Click Save.
    The view is created, and the Design subtab opens.

  6. Enter values in the fields in the following sections for a List type view:

     Section

    Description

    Specify Filter Criteria

    Enter the filter criteria in the following fields:

    • Ticket Number
    • Subject
    • Status
    • Priority
    • Type
    • Label
    • Component
    • Agent
    • Agent Team
    • Phone 1
    • Phone 2
    • Email
    • Reported By
    • Created By
    • Channel
    • Due Date
    • Closed Date
    • Created Date
    • Time to Resolve (Hours)
    Restrict Editors

    To allow or restrict modification of a ticket view, select one of the following options as required:

    • Everyone: Indicates that all users can modify the ticket view

    • Users: Indicates that only the selected users can modify the ticket view

      • If you select this option, in the Available Users subsection that appears, select the users for whom you want to allow the modification of the ticket view, and then click the right-arrow icon.

        • To revert the change, click .
        • If you do not want a user to be able to modify a ticket view, in the Selected Users subsection, select the user, and then click  .
    Select Fields to Display

    In the Available Columns subsection, select the columns that you want to appear in the table in the Tickets section, and then click .

    • To revert the change, click .
    • If you do not want a column to appear in the Tickets section, in the Selected Columns subsection, select the column, and then click .

    To modify the order of a field, in the Selected Columns subsection, drag the field to the required position.

    Restrict Visibility 

    To allow or restrict visibility of a ticket view, select one of the following options as required:

    • Everyone: Indicates that all users can view the ticket view
    • Users: Indicates that only the selected users can view the ticket view
    • Agents Teams: Indicates that only the selected agent teams can view the ticket view

    • Agents: Indicates that only the selected agents can view the ticket view

      • If you select the Users, Agent Teams, or Agents option, move the users from the Available Users subsection to the Selected Users subsection. 
      • If you do not want the selected users to be able to view the ticket view, move them from the Selected Users subsection to the Available Users subsection.
      • To revert the change, click .

  7. Enter values in the fields in the following sections for a Dashboard type view:

     Section

    Description

    Specify Filter Criteria

    Enter the filter criteria in the following fields:

    • Agent
    • Agent Team
    • Priority
    • Type
    • Label
    • Date Range
    Restrict Editors

    To allow or restrict modification of a ticket view, select one of the following options as required:

    • Everyone: Indicates that all users can modify the ticket view

    • Users: Indicates that only the selected users can modify the ticket view

      • If you select this option, in the Available Users subsection that appears, select the users for whom you want to allow the modification of the ticket view, and then click the right-arrow icon.

        • To revert the change, click .
        • If you do not want a user to be able to modify a ticket view, in the Selected Users subsection, select the user, and then click  .
    Restrict Visibility 

    To allow or restrict visibility of a ticket view, select one of the following options as required:

    • Everyone: Indicates that all users can view the ticket view
    • Users: Indicates that only the selected users can view the ticket view
    • Agents Teams: Indicates that only the selected agent teams can view the ticket view

    • Agents: Indicates that only the selected agents can view the ticket view

      • If you select the Users, Agent Teams, or Agents option, move the users from the Available Users subsection to the Selected Users subsection. 
      • If you do not want the selected users to be able to view the ticket view, move them from the Selected Users subsection to the Available Users subsection.
      • To revert the change, click .

  8. Click Save.
    The view design is saved.

  • The List type views appear in the Select a predefined search drop-down list box on the Tickets tab of the Ticketing window and on the Agent Desktop.
  • The Dashboard type views appear in the Select a predefined search drop-down list box on the Tickets Dashboard window and on the Agent Desktop.
  • To preview the view, click the Preview tab.
  • To filter the views, on the VIEWS tab, in the Filter box, enter the text based on which you want to filter the views.


To modify the view:

  1. On the VIEWS tab, select the checkbox next to the view that you want to modify.
  2. Click Edit.
    The Edit window appears.
  3. Modify the values in the fields as required, and then click Save.

To copy the view:

  1. On the VIEWS tab, select the checkbox next to the view that you want to copy.
  2. Click COPY.
    The Copy window appears.
  3. Modify the value in the Name field, and then click Save.

To delete the view:

  1. On the VIEWS tab, select the checkbox next to the view that you want to delete.
  2. Click DELETE.
    The Confirm window appears.
  3. Click Yes.

Viewing the View History

To view the history of a view:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Views tab, and then the VIEWS subtab.
  3. Double-click the view for which you want to view the history.
    The Design subtab opens.
  4. Click the Change History tab.
    A table appears, displaying the following columns:
    • Changed By
    • Changed on
    • Short Description
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