Adding Call Center Filters in One Inbox

Add call center filters to Views to show or hide tickets by queue, line, status, agent, and more. 
Note:
Adding call filters delays some real-time updates to the ticket lists by 30-60 seconds.

To add call center filters to Views:

  1. Click the One Inbox icon in the side panel on the left.
  2. (Optional) Click the Language icon  and select a language to show its Views and tickets.
  1. Select the View you'd like to edit from the Views panel on the left. 
Note:
In the My Tickets, Taken by Me, and My Snoozed Tickets Views, you can filter the ticket lists by status, but you cannot add other filters. 
  1. Click the Show More icon  next to the View name and select Edit.
  1. Click + Add Filter from the Views panel on the left. 
  2. Scroll down and select the relevant filter under Call filters:
7.  (Optional) Save the View for other team members to use. 
Note:
To save views, you must be an administrator or have a custom role with Create, update, and deleted views enabled in the Ticket List & Saved Replies permissions. 

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