Overview: Home list custom views in Queue (App)

App > Queue > 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.

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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.

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.

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. 

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.

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.

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