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Views

Views define saved conversation lists. They help agents and teams focus on the right work.

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Prerequisites

You need administrator permissions to manage shared views. Personal views may be available to individual users depending on tenant configuration.

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Built-in views

CXP includes built-in views such as:

• My Conversations
• Available Live Conversations
• Open Conversations
• All Conversations
• Team views for teams a user belongs to

Built-in views appear before configured shared and personal views.

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Shared views

Administrators can create shared views for operational queues such as:

• High-priority open conversations
• Pending customer follow-up
• VIP customer work
• Email conversations waiting on an agent
• Recently escalated conversations

Shared views should be named clearly so agents understand what the queue contains.

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View query generation

When enabled, CXP can help generate a view query from a natural-language description. Review the generated query and preview results before saving. Administrators remain responsible for confirming that a view returns the intended conversations.

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Preview before publishing

Before saving a shared view:

1. Confirm the name is clear.
2. Confirm the description explains the queue.
3. Preview the count and sample rows.
4. Check that filters do not expose irrelevant work.
5. Save only when the view is useful for repeated operations.

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Maintenance

Review shared views periodically. Delete or disable stale views so agents are not choosing from outdated queues.