Agent Vue (Conditional Formatting)

Overview

This article covers how to apply conditional formatting to an Agent Vue. The examples use the Vue built in the Building an Agent Vue article, which includes the following containers: Avatar, Full Name, Today's Interaction Count, Last Call Time, Logged In Q Names, Average Talk Time, and a static text container displaying Not Currently On An Interaction.

Conditional formatting makes it easier to understand at a glance who is actively handling an interaction and what that interaction involves. Three features are covered:

• Color changes across all containers based on interaction status

• Override to swap field content when a condition is met

• Vue Animation to animate a Vue when an agent is ringing

The Conditional Formatting Interface

To open conditional formatting, select one or more containers and click the Conditional Formatting button at the bottom of the Active Containers tab. This opens a panel with three sections:

Changing Container Colors Based on Interaction Status

The goal is to change the background color of all containers when the agent is actively on an interaction, for example, turning the Vue green when the agent is on a chat or call and leaving it light blue otherwise.

Step 1 — Select All Containers

Hold Shift and click each container to select them all. A green dot in the upper-right corner of each container confirms it is Active. With all containers selected, any formatting changes will apply to all of them at once.

Step 2 — Open Conditional Formatting and Add a Condition

Click Conditional Formatting to open the panel.

Click [+] in the Conditions section to add a condition. Setting conditions works the same way as adding filters to a report or chart.

Add the first condition: Interaction Type → equal to → chat.

Ensure the condition's checkbox is checked—formatting will only apply when the checkbox is enabled.

Step 3 — Set the Background Color

In the Formatting panel, click the background color square and select the desired color (for example, green for active). Click the border color square to update the border as well.

Leave font settings unchanged for this step to avoid unintentionally overriding container-specific font configurations.

Step 4 — Add a Second Condition

Repeat the process to add a second condition: Interaction Type → equal to → inboundCall. Apply the same background and border color settings to this condition.

Tip: Use the eye icon in the upper-right corner of the Formatting section to toggle between the original formatting and the conditional formatting preview as you build it out.

Override: Swapping Container Content When a Condition Is Met

The Override section of the Formatting panel allows a container to display different content when a condition is active. This is useful for replacing a default field or static text with interaction-specific data when an agent is on a call or chat.

Override 1 — Last Call Time → Answer Time (Counter)

By default, the upper-right container shows Last Call Time in the Time Ago format. When an agent is on an interaction, this container should instead display Answer Time in the Counter format, showing a live count of how long the current interaction has been running.

1. Click the Last Call Time container to make it the only Active container.

2. Click Conditional Formatting.

3. In the Override section, select Answer Time from the field drop-down and set the format to Counter.

4. Apply the same override to the second condition (Interaction Type = inboundCall).

5. Click Apply.

Override 2 — Static Text → Company Name

The bottom-right container displays the static text Not Currently On An Interaction by default. When an agent is on an interaction, this container should instead show the Company Name associated with that interaction.

1. Click the static text container to make it the only Active container.

2. Click Conditional Formatting.

3. In the Override section, switch from Static Text to Field and select Company Name.

4. Apply the same override to the second condition (Interaction Type = inboundCall).

5. Click Apply.

Vue Animation

Vue Animation adds a visual motion effect that triggers when an agent enters a specific status. A common use case is animating a Vue when an agent's phone is ringing, making it easy to identify which agents have an incoming interaction.

1. Open the Vue Options tab in the side configuration panel.

2. Scroll to the bottom and flip the Animate on switch.

3. Set the Agent Status drop-down to the status that should trigger the animation, for example, Ringing.

4. Set the Animation type drop-down to the desired visual effect, for example, wobble, bounce, or shake.

Once configured, the Vue will animate whenever an agent is in the selected status. When the agent answers, the animation stops, and the Vue transitions to its active interaction styling. If the caller abandons before the agent answers, the animation simply stops.

Adding an Agent Vue to a Dashboard

An Agent Vue can be added to any Dashboard just like a report or chart.

1. Open a Dashboard.

2. Place a container on the grid. A larger container is recommended to give the Agent Vue adequate display space.

3. Select Agent Vue from the available content options and choose the Vue to display.

Final Result Example:

Related Articles

• Agent Vue in Insights

• Building an Agent Vue in Insights

• Filters in Insights Reports

• Insights Overview