Contact Views Help

A Contact View is a filter for displaying the Contacts that meet predefined criteria in a customized table. Views are intended to help you and your agents to easily segment, find, track, prioritize, or manage the records, without the need to manually search for a specific set of records.

You can define a Contact View based on the properties of a Contact. In addition, you can define who can view or modify a Contact View.

A Contact View appears as an option 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, a Contact View appears as an option in the Select a predefined view field in the Contact List section on the Agent Desktop.

To create a Contact View:

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

2. In the Name field, enter a name to identify the View throughout the Work platform and the Agent Desktop.

3. Optional: In the Description field, enter a description of the View.

4. Click Save.
   The View is created and is available on the Views subtab. The Design subtab appears to enable you to design the View.

To design a Contact View:

1. Access the View.

2. On the Filter Criteria subtab, in the fields, specify those values based on which you want the records to be filtered. 

   To design a Contact View based on advanced filter criteria (conditional logic), use the Advanced Criteria Mode option.

3. Fill the Fields to Display, Restrict Editors, and Restrict Visibility subtabs.
   

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

4. Click Save.
   A message stating that the View is updated appears.

The user interface of Contact records contains the main area and the Detail tab (in addition to other tabs). The fields on the Detail tab are displayed within groups. You can configure the display of the main area and the Detail tab of Contact records that appear within the Ticketing component.

Main Area

To configure the display of the main area of Contact records:

1. On the Screen tab, on the Contact Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of Contact records, and then click the right arrow icon .
   The selected fields appear in the Selected section.

   You can 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 the records, and then click the left arrow icon .
   The selected field is removed from the Selected section, and it appears in the Available section.

3. To define the position of a field in the records, in the Selected section, drag the field to the required position. 

   The order in which the fields appear in the Selected section represents the order in which they appear in the records. 

4. 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.

5. Click Save.

   The display of the main area of Contact records is configured.

Detail Tab

To configure the display of the area on the Detail tab of Contact records, perform the previous steps on the Contact Detail subtab.