##### Administration Tasks > Basic View Administration Tasks

# Object Sets and View Templates

This topic is organized in the following manner:

- Object Sets

- View Templates

## Object Sets

Within the Supervisor Work Area, an Object Set defines a list of contact center objects that users can view. An Object Set contains only one type of contact center object.

For example, a contact center could define one Object Set that includes all the Agent Groups that handle inbound calls, and another that includes all the Agent Groups that handle outbound calls. Similarly, the center could also define one Object Set that contains all the ACD Queues that manage inbound calls, and another that contains all the ACD Queues that manage outbound calls.

Each Object Set can include one of the following contact center object types:

- Tenant

- Agent Group

- Place Group

- ACD Queue

- Virtual Queue

- Routing Queue

- Queue Group

- Routing Point

- Virtual Routing Point

- Routing Point Group

- Interaction Queue

An object can reside in multiple Object Sets. For example, an Agent Group that handles customer support calls could reside in an Inbound Object Set and a Support Object Set.

There are two basic types of Object Sets:

- All Objects—Contains all objects of a given type. For example, a contact center could use this option to create an Object Set that contains all of the Routing Points that are present in the system configuration.

- Selected Objects—Contains a selected subset of the objects of a given type. For example, a contact center could use this option to create an Object Set that contains only the Agent Groups that handle inbound support calls.

The initial configuration includes one Tenant Object Set and one Interaction Queue Object Set. You must create at least one Object Set for the remaining objects that users will monitor. For further information, see Defining Object Sets.

Each Object Set can be associated with one or more View Templates. Each View Template defines a collection of properties and statistics that can be displayed when a user works with an Object Set. The initial configuration includes several View Templates for each type of object. For further information, see View Templates.

The following figures, and the accompanying text, illustrate the relationships between the view configuration settings and the Supervisor Work Area.

### Supervisor Work Area

The figure below illustrates the Supervisor Work Area when working with an Agent Group. Each of the numbered areas in this figure is described in detail below.

1. Drop-down list | Details Pane Views
List Pane Views | 6. Summary tab
2. Alarms view | Other Tabs
3. Agents view | 7. Alarms tab
4. Telephony Daily view | 8. Properties tab
5. Telephony Status and Time Usage view |

### 1. Drop-Down List

Enables the user to select a collection of contact center objects to manage. For example, in the figure below, the user is displaying Sales, which is an Agent Group. Sales resides in an Object Set called Inbound. The administrator has configured the Inbound Object Set to include all the Agent Groups that handle inbound sales calls.

The figure below illustrates the drop-down list in expanded form.

For further information about navigating between Object Sets, see Displaying Object Lists and Objects Overview.

## View Templates

Supervisor Work Area users can display multiple views of a given set of objects.

In the Supervisor Work Area shown above, the user can display four different list pane views: Alarms, Agents, Telephony Daily, and Telephony Status and Time Usage. In addition, the Summary tab of the details pane includes three different views: Agents, Telephony Daily, and Telephony Status and Time Usage.

The list pane, and the Summary tab of the details pane, can include Standard Views and Customer Views. A description of these view types is included below.

Note: Customer views are views of your contact center.

Standard Views

- Always appear before Customer Views.

- Cannot be modified, moved, or removed.

Customer Views

- Always appear after the Standard Views.

- Can be modified, moved, and deleted by using the view configuration screens.

- Examples are included in the initial configuration.

Each Customer View is defined in a View Template. You can use the view configuration screens to modify the example View Templates that are included in the initial configuration. You can also create new View Templates. For further information, see Defining View Templates and Example Customer Views Overview.

## List Pane Views

In the Supervisor Work Area shown above, there are two Standard Views on the list pane (Alarms and Agents), and two Customer Views (Telephony Daily and Time Usage).

### 2. Alarms View

Displays detailed alarm-level information for each Agent. The Alarms view is included when users display a list of objects that they can monitor. For further information about this view, see Viewing Alarms Overview.

### 3. Agents View

Displays the name, alarm level, status, and basic properties of the Agents. A similar view is included when the user displays other types of objects. For example, a Places view is included when the user displays a list of Places. For further information about this view, see Major Areas and Controls.

### 4. Telephony Daily View

Displays Agent performance for inbound calls.

### 5. Telephony Status and Time Usage View

Displays the status of each Agent, and the amount of time spent in each call state.

## Details Pane Views

In many cases, the details pane will include multiple tabs; however, you can modify only those views that are displayed on the Summary tab.

### 6. Summary Tab

Each list pane view displays a selected set of properties and statistics for multiple objects. By contrast, the Summary tab of the details pane displays a full set of properties and statistics for a selected object.

In the Supervisor Work Area shown above, the Summary tab includes one Standard View: Agents. This view contains the same information as the Agents view on the list pane. The Summary tab also includes two Customer Views: Telephony Daily, and Telephony Status and Time Usage. In this example, the administrator has chosen to use the same View Templates to define the Customer Views on the list pane and the details pane; however, you can use different View Templates for each of these areas.

## Other Tabs

The details pane contains two additional tabs: Alarms and Properties. Even though you cannot modify or remove these tabs, a brief description of each tab is included below.

### 7. Alarms Tab

Displays the individual alarms (threshold violations) for the Agent that is displayed on the details pane. This tab is included when the user selects an object that can be monitored. For further information, see Viewing Alarms Overview.

### 8. Properties Tab

Enables administrators and supervisors to modify the basic configuration properties of the Agent. A similar tab is included when the user selects other types of objects that have properties that can be edited. For further information, see Changing Agent Properties Overview.