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Setting up views

  • Who can create a new view?
    1. A view can be created by all the users, however, the visibility of the view depends on the user’s role.
    2. Administrators and Supervisors can create all public, shared, and private views; while agents can only create private views.
  • What is the scope of View Conversations?
    1. Views allow agents, supervisors, and administrators to view previous historic conversation exchanges between agents and customers.
    2. View conversations address use cases such as grievance redressal and training and feedback.
  • How can I create a view?
    1. To create a view, navigate to the User Profile → View Conversations
    2. Click on the + New icon on the left panel.

    3. Enter information about the view.
      • Name: A friendly name to identify the view.
      • Visibility: You can make views visible to different groups of users.
        • Private — Only you have access.
        • Shared — You can share it with your peers (users or teams or both).
        • Public — Can be viewed by everyone in the organization.
      • Filters: Filters let you refine the type of data you want to get. The view will list the filtered conversations with the most recent ones appearing first.
      • Conversations can be filtered in 2 different ways, first, by applying filters individually, and second, by using a filter group. Below is an example for each one:
        • Filters - If managers want to review conversations of agents who only handled outbound, they can filter by Direction (Incoming/Outgoing).
        • Filter groups - This can be used to implement more complex filtering combinations of the ‘AND’ and ‘OR’ operators.
          For example, if an admin/supervisor wants to filter all the Chat conversations along with Incoming WhatsApp conversations, they can use a filter group. Configure the filter group as shown below.
        • After the above filters are applied, all the call conversations that were answered by the customers or all the incoming Whatsapp conversations will be displayed.
          Screenshot 2024-04-04 at 3.13.23 PM.png
      • Columns: By default, all columns are selected; however, you can deselect and rearrange them as needed. You can deselect the columns by removing the check on the check box, while for rearranging the columns, click on the 6 dots on the right of the name of the column and drag it to the position you want it to appear in the view.     
        After providing all the details, click Save View.
  • What is the maximum number of views that can be created?

    There is no limit on the number of views that can be created.