In Contact Center, you can customize the case overview to suit how you and your team work. By combining views, grouping, and filters, you can quickly see the cases that are most important at the moment, such as new cases, escalated cases, or cases assigned to a specific user.
You can also save a view once you've found a set that works well. This way, you don't have to set the same filters every time and can share your workflow with the rest of your team.
Who can use filtering and views?
- Users with access to Contact Center can filter and customize their views.
- Saved views can be shared with the team if multiple users need to work from the same overview.
Change view
You can choose between column view and list view . The column view provides a clear overview of cases divided into different statuses, while the list view is suitable when you want to see more details and work more table-based.
- Go to Contact Center and open Case Overview .
- Click on the gear wheel .
- Select Column view or List view .
In the list view, you can also choose which columns to display, such as created, last updated, or channel. This allows you to customize the view to the information that is most important to your work.
Group cases
Grouping helps you structure the cases in the view. It's useful if, for example, you want to work by status, see who cases are assigned to, or get a better overview per channel.
You can group by:
- Status
- Allocation
- Contact
- Channel
- No grouping
Choose the grouping that best suits your way of working. For example, if you work with incoming cases, status grouping might be a good choice. If you're following up on your team's work, assignment can provide a clearer overview.
Columns
In the list view, you can choose which columns are visible in the case overview. This allows you to highlight the information that is most relevant to your way of working and hide what you don't need to see right now.
Examples of columns you can display are:
- Status
- Case number
- Title
- Extract
- Created
- Last updated
- Channel
- Assigned
- Watcher
- Contact
To change which columns are displayed:
- Click on the gear wheel .
- Open Columns .
- Check the columns you want to display.
- Uncheck the columns you want to hide.
You can also choose Select All to show all columns or Select None to start from a blank view.
Filter cases
Filters control which cases appear in the view. This makes it easier to focus on the right cases and reduce the noise from things that are not relevant at the moment.
You can filter by, among other things:
- Channel – view all channels or select a specific channel, for example if you only want to work with chat or email.
- Time – view cases updated in the last 24 hours, 7 days, or 30 days.
- Assignment – view assigned, unassigned, or a specific user's cases.
- Status – choose which statuses to display, such as new, escalated, or open cases.
You can combine multiple filters to create a more precise view. For example, showing only open and escalated cases from a specific channel.
Save a view
Once you have set up the view the way you want, you can save it. This is useful if you often work with the same filters or want to create a common view for your team.
- Click Save .
- Enter a name for the view.
- Choose whether to share the view with the team.
- Click Save .
Saved views appear in the list of views. If the view is shared with the team, other users can select it and work with the same filtering and structure.
Clear a view
To return to the default view, click Clear .
This removes the filters and customizations you have made in the current view, allowing you to start over from scratch.
Hide default views
You can hide default views that you don't use. This makes the list cleaner and easier to work with, especially if you have multiple saved views.
- Open the list of views.
- Select the view you want to hide.
- Hide the view.
Hidden views are placed under Hidden presets and can be reactivated if needed.