Ordering views and sharing them with groups

Which views an agent sees, and in which order, decides what gets worked first. Both are worth setting deliberately.

Which views an agent sees, and in which order, decides what gets worked first. Both are worth setting deliberately.

Set who sees a view

1. Open Admin Center, then Workspaces, then Views.
2. Edit the view.
3. Under availability, choose everyone, one or more groups, or yourself.
4. Save.

A view shared with a group is visible to that group only. Agents in other groups do not know it exists, which is usually what you want and occasionally the reason a colleague cannot find what you are describing.

Set the order

The views list is ordered manually, and agents work top down. Put the queue you want emptied first at the top. Reordering is drag and drop on the same page.

Active and inactive

Views can be deactivated rather than deleted. Deactivating hides a view without losing its conditions, which is the right move for something seasonal or for a queue you are trialling.

Personal views

Agents can create views for themselves. That is healthy up to a point: it lets people organise their own work. It becomes a problem when a personal view is doing a job the team needs, because when that agent is away nobody else can see it.

See also

• Personal views versus shared views
• How many views is too many