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

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.

Account views appear as options 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 account views appear as options in the Select a predefined view field in the Accounts List section on the agent desktop.

To configure an account view:

  1. On the Views tab, on the Views subtab, click New.
    The New Search View window appears.

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

    • Name: Name to identify the view.

    • Description: Description for the view. This field is optional.
      The account view is created and is available on the Views subtab. The Design tab appears to enable you to design the view.

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

    • 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.

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

    In the Accounts Config window, on the Views tab, on 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 the row displaying the 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.

 Subtab

Description

Filter Criteria

Specify the values in the fields based on which you want the accounts to be filtered. 
Fields to Display

The items that appear in the Selected section represent the columns in the table of accounts that appears when you select the account view.

If you want to display additional columns in the account table, in the Available section, select the names of such columns, and then click the right arrow icon right-arrow icon.

If you want to hide certain columns from the account table, in the Selected section, select the names of such columns fields, and then click the left arrow icon left-arrow icon.

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 Selected section, drag the name of that column to the position you want.

You can revert all your changes by clicking the reset icon reset icon.

Restrict Editors

By default, the account view can be modified by anyone.

If you want only certain users to be able to modify the account view, in the Available section, select their names, and then click the right arrow icon right-arrow icon.

If you do not want the selected users to be able to modify the account view, in the Selected section, select their names, and then click the left arrow icon left-arrow icon.

You can revert all your changes by clicking the reset icon reset icon.

Restrict Visibility 

By default, the account view is visible to everyone.

If you want the account view to be visible to only certain users, teams, and agents, select one of the following options, and then, in the Available section, select their names, and then click the right arrow icon right-arrow icon:

  • Users: Indicates that the account view is visible to only the selected users.
  • Teams: Indicates that the account view is visible to only the selected agent teams.
  • Agents: 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 icon.

  • You can restrict visibility across users, teams, and agents.
  • You can revert all your changes by clicking the reset icon reset icon.

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.

If you want an account that already exists in LiveVox to be overwritten when the same account is uploaded to LiveVox, in the General section, select the Bulk Account Upload checkbox. Otherwise, clear the checkbox.

You can define the options that appear in 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.

To create an account type:

  1. On the Settings tab, in the Types section, click New.
    The New window appears.
  2. In the Please enter type name field, enter a name for the 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 of an account.
  • 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 icon.

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 represents the order in which they appear as options in the Classification field 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 icon.

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.

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).

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.

    FieldDescription
    Account 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.

    The SLA value is defined for a ticket priority through the SLA Hours cell in the Priorities section on the Settings tab of the Ticketing Config window.

    Include Saturday

    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.

    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.

    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.

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:

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

    1. 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 .

      You can filter the values in the Available section by using the Filter box.

      The selected fields appear in the Selected section.

    2. 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 arrow icon .
      The selected fields appear in the Available section.

      You can revert your changes by clicking the reset icon  or Reset.

    3. 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. 

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

    4. If 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.

      • 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.
      • You can revert your changes by clicking the reset icon  or Reset.
      • You can preview your changes by expanding the Preview section.

  2. To configure the display of the Detail tab of an account:

    1. On the Screen tab, perform step 1 on the Account Detail subtab.

    2. 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.

      The Group column in the Selected section represents the section (for example, General or Other) on the Detail tab in which the field is displayed.


  3. Click Save.
    The display configuration of an account record is saved.
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