Overview: Home list custom views in Queue (App)

This article explains the concept of and the process for creating custom home list views. This is a feature of Home in Queue in App.

In this article

Overview

While the search bar is helpful for those “one-time” Home list sorting needs, a Home list view is where you quickly see different perspectives of the queue by toggling on and off different views. 

A view is how you narrow down queue activity to just see the interactions you want to see, like all interactions in the Billing 1 Queue with the ‘VIP Customer’ tag. There are standard views and custom views. 

A custom view is a home list view that was created by you or someone else on your account. It’s not a standard view that comes with the account. 

You can make a custom view private (available for just you to see and modify) or public (available for everyone on the account to see and modify).

Home list views are fast and easy to set up, and there isn’t a limit to the number of views that you can create on your account.

Custom views

Outside of the standard views available on your account, you and any queue user on your account can create your own home list view, or what we refer to as a ‘custom view’. 

You can create simple or complex, custom views that bundle several settings together.

For example, if you wanted to just see all completed web chat interactions in the Support 1 Q for your teammate, Isaac. You could build a custom view for this.

Custom view use cases

Create a custom view to quickly see and toggle between the queue activity that you want to see. Here are some views that you might want to create.

• Specific Queue Activity view: Create a custom view that shows all the interactions for a specific queue, like all interactions hosted in the Support 1 or Billing Tier 2 queue. This is useful if you work across multiple queues and you want to quickly isolate that activity to focus on one queue at a time.

• Interaction Status view: Create a custom view that shows all the interactions in a specific status, like all interactions in Open status, Hold status, etc. This is useful when you manage large volume queues and you only want to focus on a certain type of interaction.

• Subject Line view: Create a custom view that shows all the interactions with a specific subject, like all interactions titled ‘Needs Coaching’, ‘Top Priority’, or ‘Help Requested’. This is useful for managers and trainers that are spot checking the queue for quality and coaching new hires.

• Communication Type view: Create a view that shows interactions with a specific communication type, like all email interactions or all web chat interactions. This is useful when working in a queue that manages several communication channels and you specialize in a specific one.

• Result/Type view: Create a custom view that narrows down your completed interactions to a specific result or type, like interactions with a result type of ‘Unresolved’. This is useful when aiming to see what interactions still need your assistance.

• User-specific view: Create a view that shows interactions managed by a specific person on your team. This is useful when you manage or coach a team of people because you can quickly toggle between their activity to spot check their activity throughout the week.

• Tag-specific view: Create a view that shows interactions with a specific tag to surface up important interactions, like ‘Gold Customer’, ‘Canceled Service’, ‘After-Hours’, and more. This is useful when you work multiple queues but they share similar skills and you prefer to see generally how these types of interactions are going.

Creating custom home list views

When creating a custom view, you’ll first define some basic settings for it, like the views: name, view type, and access level.

Then, you’ll configure the view’s settings. Configuring the view is where you define what the view shows you. This includes: which queues, whether the interactions are displayed for you in ascending or descending order in the Home list, which statuses for interactions in those queues you want to see, and more.

Two view types

There are two types of views that you can create. There are live views and completed views. The view type determines which interactions you can see when the view is being used, like whether you’ll be able to see active or completed interactions.

• Live views: Live views display active interactions. These are interactions that aren’t completed.

• Completed views: Completed views display completed interactions.

The view type determines which interactions you'll see when the view is enabled. This means that you won’t be able to see completed interactions once you’ve enabled a live view.

Two access levels for views

There are two different access levels for views. There are public views and there are private views. 

• Public Custom Views - Everyone on your account will have access to seeing and using ‘Public’ custom views. The creator of the public view is the only user that can modify these types of custom views. These views are displayed alongside a # icon.

• Private Custom Views - The creator of a ‘private; custom view is the only person that has access to using these types of custom views. This means that this custom view only populates in the custom view menu of the person that created it. These views are displayed alongside a lock icon.

When you create a custom view, you will define the access level for that custom view. You can only change the access level for custom views that you created. This is the case for both public and private views. So, as long as you created the custom view, then you can modify it’s access level.

Filters available for home list views

There are several filters available to you when creating a custom view. Add one or several filters to narrow down which interactions you want to see when using this view. There’s no limit to the number of filters that you can add to a custom view. So, add as little or as many as you need. 

These are the filters currently available.

• Source/Customer: The Source/Customer filters relate to information associated with the customer, like the customer’s email address or name. Or, these filters relate to the interaction’s source details when it was created in the queue, like the interaction’s original phone number, email address, or Call ID.

  • • Phone Number: This filter tells the system to show interactions that have this phone number as the customer’s or interaction’s source phone number.

    • Email: This filter tells the system to show interactions in this view with this customer or source email address.

    • Name: This filter tells the system to show interactions with this listed as the customer’s name.

    • Call Id: This filter tells the system to show interactions with this Call ID.

• Routing: The Routing filters relate to information associated with the phone number that the customer called or the email address the customer emailed to reach the queue.

  • • Phone Number: This filter tells the system to show interactions that have this phone number under the Route column of home list.

    • Phone Number Name: This filter tells the system to show interactions that have this phone number name under the Route column of home list.

    • Email: This filter tells the system to show interactions that have this email address under the Route column of home list.

• Details: The Details filters relate to information associated with the interactions details.

  • • CommType: This filter tells the system to show interactions that have a specific communication type. See the home list article for this list.

    • subCommType: This filter tells the system to show interactions that have this sub-communication type. See the home list article for this list.

    • Interaction Type: This filter tells the system to show interactions that have this value in the Interaction Type menu of the interaction.

    • Interaction Result: This filter tells the system to show interactions that have this value in the Result menu of the interaction.

    • Notes: This filter tells the system to show interactions that have this value in the Notes field of the interaction.

    • Subject: This filter tells the system to show interactions that have this value in the Subject field of the interaction.

    • Tag: This filter tells the system to show interactions that have these tags assigned to the interaction.

    • Created After UTC: This filter tells the system to show interactions that were created in queue after a specific moment. This time is in UTC. For example, you can input a value here of ‘LAST_30_DAYS’ (or any number of days) or a specific date.

    • Created Before UTC: This filter tells the system to show interactions that were created in queue before a specific moment. This time is in UTC. For example, you can input a value here of ‘LAST_30_DAYS’ (or any number of days) or a specific date.

• User: The User filters relate to information associated with the queue user assigned to the interaction.

  • • User Id: This filter tells the system to show interactions that have a user assigned to the interaction with this User ID. Or, you can input this value: ‘CURRENT_USER’ to make the view dynamic, which means it will show interactions for the user using the view.

    • User Email: This filter tells the system to include interactions that have a user assigned to the interaction with this email address.

• Ids: The IDs filter group is where you can define that the custom view displays interactions based on specific unique identifiers “Ids” for the interaction. This filter group is useful if you want to create a custom view for a specific interaction. Also, an Interaction ID is the unique identifier for the interaction once it’s created in a queue. Every interaction has this unique identifier. Interaction Ids start with “004”. Also, it’s important to understand that once an interaction is transferred to a different queue, that creates a new interaction (so a new interaction ID) in that different queue. 

  • • Interaction ID: This filter tells the system to show interactions that match this interaction ID.

    • Imported Interaction Id. This filter tells the system to show interactions that match this interaction ID, which is an interaction that was transferred from one queue to another queue. So, the imported interaction ID is the original interaction ID for the interaction from when it was first created in the first queue. More specifically, this is the ID of the interaction before it was transferred to the other queue.

• Salesforce: If your account is integrated with a Salesforce account, then this filter group is where you can create a custom view for showing specific interactions based on specific Salesforce data, like Account Id, Account Name, Contact Id, Contact Name, Case Id, Lead ID, Case Subject, etc.

• Other: This filter includes additional system searchable filters not specific to the customer, routing details, interaction information, queue user, or identification numbers.

  • AID: This filter tells the system to show interactions that were delivered to the queue users by the AID process (i.e. automatic interaction distribution) as opposed to the interaction being manually assigned to them. 

Visual breakdown

New View Create form

The New View Create form is where you build a custom view. Once you’ve completed filling out the form and saved it, the custom view is available in the views menu.

• Exit form (A): The exit form button (indicated by an X) is located in the top right corner of the view is how you leave the form. If you have unsaved changes to the form, then those changes are lost once clicking this button. Click the Save button before leaving the form.

• Name (B): The Name field is where you enter a name for your view. This name is what is displayed in the view menu. 

• Access (C): The Access menu is where you determine who has access to this view once it’s saved. The menu options are: Private and Public. See above section for the difference between these options.

• Interaction View Type (D): The Interaction View Type menu is where you define the type of view you’re creating. The menu options include: Live and Completed. See above section for the difference between these options.

• Queue Selection Method (E): The Queue Selection Method menu is where you define which queues’ interactions are included in this view. The menu options include: Defined, Access, and Logged in. 

  • • Define - The Defined option tells the system that you prefer to pick and choose the specific queues to include in this view, so this option also populates an additional menu, the Queues menu, which is where you make your selections.

    • Access - The Access option tells the system to display interactions for all the queues that your user has access to managing.

    • Logged in - The Logged in option tells the system to include interactions for all the queues you're logged into when using this view.

• Sort by Age (F): The Sort by Age menu is where you define how the interactions are displayed in the home list. 

  • • Ascending: The ascending option displays the interactions in the home list with the least recent interaction at the top.

    • Descending: The descending option displays the interactions in the home list with the most recent interaction at the top.

• Queues Hide/Show (G): The Queues Hide/Show menu is where you pick which queue(s) are displayed when using this view. This means you’ll see interaction data only from the queues that are selected in this menu. This menu only becomes available after you first select Defined from the Queue Selection Method menu. This menu populates these options: ‘All’ and all queues that you have access to.

  • • All: Select this option if you want all queues included in your view.

• Columns Hide/Show (H): The Columns Hide/Show menu is where you define which columns of Home List to display data when using this view.  When a column is enabled, then that column will display data. The options available in this menu include: ‘Select all’ and all Home List columns, like Subject, Customer, Queue, Route, etc.

  • • All: Select this option if you want all home list columns displaying data when using this view.

• Status Hide/Show (I): The Status Hide/Show menu is where you define which interactions to display based on the interaction’s status. When a status is enabled, then interactions with that status will be included in the view as long as that interaction also meets the other parameters within the view’s settings. The options available in this menu include: ‘Select All’ and all interaction statuses.

• Filter (J): The Filter menu is where you define if you want to return results that match things like: specific customer phone number, specific subject, specific LinkedID and more. See the filters section of this article for a deep dive into each of these filter options.

• +Add (K): The +Add button allows you to add additional filters to suit your needs.

• Save (L): The Save button is where you capture any changes made to the form.

Read more

• Create a custom view for Home list in Queue (App)