What Are Saved Filtered Views?
Saved Filtered Views are reusable, permission-aware filter sets you can create in OmniServe Inbox. Instead of applying filters like Assigned Agent, Tags, or SLA manually each time, you can save the configuration once and reopen it instantly whenever you need it.
These views respect user permissions, meaning you’ll only see the conversations you’re allowed to access. Team Leads and Managers can share views with individuals or teams, ensuring alignment and consistency across customer service operations.
Step-by-Step Setup
Creating your first Saved Filtered View takes just a few clicks:
Apply Filters
Open the filter panel and choose one or more filters, such as Assigned Agents, Assigned Teams, Tags, or SLA.
Save the View
Once you’ve applied at least one filter, the “Save As” button becomes available. Click it.
Name Your View
Add a descriptive title (up to 50 characters).
You can include emojis to make views easy to spot.
Set Sharing Level (Team Leads/Managers only)
Only Me: Keep the view private.
Specific Teams: Share with selected teams.
Specific Users: Share with specific people.
Note: Agents cannot share views; this option is available to Team Leads and above.
Click Save
A confirmation message will appear, and your new view will now show in the sidebar.
View Management
Where Views Appear
Saved Views are listed under the “Views” section in the sidebar, directly beneath the main tabs (e.g., My Assigned, All Engagements).
Shared views are labeled with a Shared tag.
Pinning & Unpinning
You can pin up to 10 views at a time.
Pinned views always appear at the top of the list.
Actions Available
Edit: Change filters, rename, or adjust sharing options. Editing a shared view updates it for everyone who has access.
Copy: Create a duplicate with the same filters. Useful when you want a similar setup but with slight differences.
Delete: Permanently remove a view. Deleted views cannot be recovered.
Applying vs. Updating Filters
Apply: Makes a temporary change to your filters. These are reset when you leave the view.
Update View: Saves changes permanently to the existing view.
Save As: Creates a new view with the modified filters, leaving the original intact.
Best Practices & Use Cases
For Agents: Save daily working views.
Example: “Unassigned Urgent” (filters: Unassigned + High Priority).For Team Leads: Share operational views.
Example: “Escalations – Weekday AM” to ensure your morning shift sees high-priority issues.For Managers: Track adoption and performance.
Engagement counters on views show how many New and Active conversations are in each view, helping you monitor workload distribution.
FAQs
Q: What’s the pinning limit?
A: You can pin up to 10 views at a time.
Q: Can agents share views?
A: No. Only Team Leads and Managers can share views.
Q: Are deleted views recoverable?
A: No. Once a view is deleted, it cannot be restored.
Q: Why is my view showing a warning icon?
A: A warning icon appears if a filter used in the view is no longer valid (for example, if a tag or user was deleted) .
Conclusion
Saved Filtered Views in OmniServe Inbox give you a powerful way to personalize your workspace and align your team. Whether you’re an agent focusing on today’s queue, a team lead managing escalations, or a manager overseeing performance, Saved Views keep everyone efficient and on the same page.
Start by creating a simple view today—you’ll quickly see how much time it saves.