Setting up agent views

Views are a way to organize your leads by grouping them into lists based on certain criteria. For example, you can create a view for leads in a particular map or track, a view for new leads that need to be triaged, or leads that are assigned to you. Using views can help you determine what leads need attention from you or your team and plan accordingly.

Many practices arrange views as a guide to workflow and agents work through lists in a specific order to ensure priority tasks are attended to according to the lead management structure you have created.

Adding a view

To create a view select views from the left menu panel in the administration area. This will open a list of all views in Influx.

Click the add view link in the top right corner of the main panel.

The following table describes the options for your trigger.

View title Unique name for your view that will display in the view list on the agent views page.

Building view condition statements

Condition statements define the criteria a lead must meet before it will appear in a particular view. The condition options are

Meet all conditions: For the condition to evaluate to true, all of the conditions must be met

Meet any conditions: For the condition to evaluate to true, at least one of the conditions must be met.

Important
Meet all conditions and meet any conditions conform to the rules of query AND, OR statements. It is very easy to create conditional statements of this type that return unexpected results.

Tips:

  • Keep the conditions as simple as possible
  • Avoid using both AND statements and OR statements in the same view.
  • Test the view with known results before relying on it to always return the correct records.

View Conditions and Options

Condition

Description

Lead:status

Current status of lead.

Comparison:

  • Is
  • Is Not

Options:

  • New
  • Open
  • Closed
  • On hold

Lead: hours since created

Hours since the lead record was first created:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since open

Hours since the lead record was first opened:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since closed

Hours since the lead record was closed:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since updated

Hours since the lead record was last updated:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since on hold

Hours since the lead record was placed on hold:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since email

Hours since last email received:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since call

Hours since the last phone call record was added:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: hours since contact

Hours since the last contact of either email r phone was made:

Comparison:

  • Is
  • Greater than
  • Less than

Lead: channel

How the lead was received into Influx.

Comparison:

  • Is
  • Is Not

Options:

  • Web form
  • Phone call

Lead: agent

The agent assigned to lead

Comparison:

  • Is
  • Is Not

Options:

Names of all currently active agents

Map

The map assigned to lead

Comparison:

  • Is
  • Is Not

Options:

List of all active maps

Track

The track assigned to lead (enabled when map selected)

Comparison:

  • Is
  • Is Not

Options:

List of all tracks in the selected map maps

Selecting Columns

By default views always contain the lead map, track, status, and name. At least one additional column is required.

Select columns from the Columns not included in view panel list by dragging to the Columns included in view tab or double clicking the desired field.

You can remove columns by dragging and dropping or double clicking.

The order of the columns in the Columns included in view tab is the same as they will appear in the live view. You can rearrange the order using drag and drop.

Selecting lead order in views.

For the most part, leads are ordered by the date that the lead was received. This order can be changed to make the lead show with the oldest leads first or the most recent leads first.

To Add a View:

  1. Click the admin icon in the left sidebar
  2. Click Views
  3. Select the add view link in the top right of main panel
  4. Insert the view title
  5. Click the add condition button [+]
  6. Select the condition you wish to use and complete all fields defining the condition
  7. Add the Conditions you wish to apply to the view.
  8. Select the Columns you wish to appear in the view
  9. Set the Order By date for the view
  10. Click Save