Create and manage views

Views help you organize your team's work around common management activities. Instead of repeatedly searching or filtering the case list, you can create reusable views that surface the cases you need most often.

You can create personal views for your own work or shared views that other managers and agents can use.

Before you begin

• You must be assigned as a Case Manager for at least one team.
• Open the agent workspace.
• Search and filter cases

What are views?

A view is a saved set of conditions that displays a specific group of cases.

For example, you might create views that show:

• All open cases for your teams.
• Cases that require manual triage.
• Cases approaching or exceeding service targets.
• High-priority requests.
• Unassigned cases waiting for an owner.

Views update automatically as cases change, helping you monitor your teams without having to recreate the same searches every day.

Create a view

To create a view:

1. Select Create new view from the Select view dropdown.
2. Enter a View name.
3. Add one or more Conditions.
4. Choose the Column Display options.
5. Select the Sort by order.
6. Choose who can access the view from the Who can see this view section.
7. Select Create view.

The new view appears in your list of saved views.

Share a view

When creating a view, choose who can access it.

Shared views help managers and agents work from the same information, reducing the need to recreate common views across multiple teams.

Use my teams

When creating manager views, use the my teams condition wherever possible.

Instead of listing individual teams, my teams automatically displays the teams managed by the person viewing the workspace.

This means the same shared view can be used by multiple managers while still showing only the teams they oversee.

Recommended manager views

The following views are useful for day-to-day queue management.

These views provide a good starting point for monitoring workload and service performance throughout the day.

Edit a view

You can update an existing view as your team's requirements change.

Typical updates include:

• Changing the conditions.
• Adding or removing columns.
• Updating the sort order.
• Changing who the view is shared with.

1. Select Manage views from the views dropdown menu.
2. Hover over the view and select Edit view from the actions menu.
3. Make any changes and select Save changes.

Changes to shared views are immediately available to everyone with access.

Delete a view

Delete views that are no longer needed to keep the workspace organized.

Deleting a shared view removes it for everyone who has access to it.

If you're unsure whether other managers rely on a shared view, consider updating it instead of deleting it.

1. Select Manage views from the views dropdown menu.
2. Hover over the view and select Delete view from the actions menu.
3. Make any changes and select Save changes.

Best practices

To make your views more useful:

• Create views around management tasks rather than individual teams.
• Use My teams instead of listing teams individually.
• Keep view names short and descriptive.
• Display only the columns needed to make decisions quickly.
• Review shared views regularly and remove those that are no longer useful.

Troubleshooting

Related articles

• Monitor service levels