Manage views

A view controls the scope of access a user has in WFM and QM. In WFM, a user assigned to a view has access only to the entities (such as contacts, teams, service queues, service queue groups, multiskill groups, skill mappings, work conditions, work shifts, exceptions, and projects) assigned to that view according to the permissions of their role.

A user’s scope is determined on login. If new entities are created after login (for example, users or teams added by syncing with the ACD), the user’s scope will include those entities only after logging out and logging back in.

NOTE Contacts previously recorded and tagged with metadata used for a QM view will be included in the returned results for the view. The first time you access contacts using a QM view, you will experience a delay, as the application performs its initial database search for that view.

NOTE

If your organization uses QM views instead of configuring user scope via the Users page, the Organization filter on the Recordings page works like this for users who have a QM view assigned but no assigned scope:

The Group and Team drop-downs are set to All and cannot be changed.

The Agent drop-down shows all agents’ names.

An entity can be included in multiple views, and a user can be assigned to multiple views.

The WFM system view is called EnterpriseView. This view cannot be renamed or deleted. You can use this as your primary view or create new views to suit your needs. QM does not have a system view.

Field descriptions

Use the Views page to create, edit, and delete WFM or QM views. The fields on the Views page are described below.

Fields for WFM views

Field	Description
View Name	Choose a unique name for the view or select an existing view. EnterpriseView is a system view and cannot be renamed or deleted.
Activate	Select the Activate check box to activate the view. A view cannot be used unless it is activated.
Users	Select the users to assign to the view.
Teams	Select the teams to assign to the view.
Multiskill Groups	Select the multiskill groups to assign to the view.
Service Queues	Select the service queues to assign to the view.
Service Queue Groups	Select the service queue groups to assign to the view.
Skill Mappings	Select the skill mappings to assign to the view.
Work Conditions	Select the work conditions to assign to the view.
Work Shifts	Select the work shifts to assign to the view.
Exceptions	Select the exceptions to assign to the view.
Exception Types	Select the exception types to assign to the view. Exception types are required so agents can submit requests (see Requests).
Projects	Select the projects to assign to the view.
Vacation Types	Select the vacation types to assign to the view. Agents must have all the vacation types in their view that are in their vacation plan. Otherwise they cannot select the missing vacation type when submitting a time off request.
Dynamic Work Rules	Select the dynamic work rules to assign to the view.
Dynamic Scheduling Events	Select the dynamic scheduling events to assign to the view.
Scoping Conditions	Use the fields in this section to create rules for defining the metadata for limiting the scope for this view.
Match Any or Match All	Indicates whether the rule is a logical OR (Match Any) or a logical AND (Match All).
Add Rule	Adds a line of conditions to define the rule.
Metadata Field	Select a metadata field from the drop-down list. You can use this field to specify a scope outside of your team and group.
Condition	Select the operation to apply to the condition from the drop-down list.
Value	Enter the value with which you want to filter the metadata. You cannot use wildcards when entering this view.

Fields for QM views

Field	Description
View Name	Choose a unique name for the view or select an existing view. NOTE EnterpriseView is a system view and cannot be renamed or deleted.
Activate	Select the Activate check box to activate the view. A view cannot be used unless it is activated.
Scoping Conditions	Use the fields in this section to create rules for defining the metadata for limiting the scope for this view. Match Any or Match All drop-down list—Indicates whether the rule is a logical OR (Match Any) or a logical AND (Match All). Add Rule button—Adds a line of conditions to define the rule. You can add multiple rules. Metadata Field—Select a metadata field from the drop-down list. Use this field to specify a scope outside your team and group. Condition—Select the operation to apply to the condition from the drop-down list. Value—Enter the value with which you want to filter the metadata. Note that you cannot use wild cards when entering this value. To delete a rule, click the X next to the desired rule.

Field

Description

View Name

Choose a unique name for the view or select an existing view.

NOTE EnterpriseView is a system view and cannot be renamed or deleted.

Activate

Select the Activate check box to activate the view. A view cannot be used unless it is activated.

Scoping Conditions

Use the fields in this section to create rules for defining the metadata for limiting the scope for this view.

Match Any or Match All drop-down list—Indicates whether the rule is a logical OR (Match Any) or a logical AND (Match All).
Add Rule button—Adds a line of conditions to define the rule. You can add multiple rules.
Metadata Field—Select a metadata field from the drop-down list. Use this field to specify a scope outside your team and group.
Condition—Select the operation to apply to the condition from the drop-down list.
Value—Enter the value with which you want to filter the metadata. Note that you cannot use wild cards when entering this value.

To delete a rule, click the X next to the desired rule.