Timeline Views: Share the Schedule and Control Who Sees What
A timeline view is the schedule timeline set up for one purpose: one team's agents, the activity rows and quick stats that team cares about, shared with the people who need it. A Tier 1 lead can have a "Tier 1 floor" view, a billing manager a "Billing queue" view, and an outsourcing partner can see their own agents and nothing else in Scheduling.
This article covers how to share a view, what a read-only viewer can and can't do, how to check what they'll see, and how to give a partner access to one view without opening the rest of Scheduling.
Before you start
To create a view you need the Can create timeline views permission. You become its creator, with every permission on it.
Admins and people with Can manage all timeline views can open, edit and share every view.
Go to Scheduling > Timeline views to see every view you can open. The star marks the account's default view, the one the Schedule item opens.
Open or restricted
Every view has an access type, chosen when you create it and changed with Edit View:
Open: everyone who can see schedule data can open it.
Restricted: only the people and user groups it's shared with can open it. Its creator is always one of them.
Either way, opening a view never lets someone change it. That takes the Edit permission on the view.
Share a view and set what each person can do
Open the view and click Manage User Access, or click the person icon beside it on Timeline views.
Click Add Qvasa User To Timeline View and pick a person, or Add Qvasa User Group To Timeline View and pick a group.
To change what someone can do, click the pencil on their row and tick the permissions they should have.
The permissions on a view build on each other:
Open: they can open the view. Someone with only this is a read-only viewer.
Edit: they can change the view's activity rows, metrics, quick stats, name and default filters.
User Access: they can share the view and change what others can do on it.
Delete: they can delete the view.
Below the tables, the page lists everyone who can reach the view another way: account admins, people with account-level timeline view permissions, everyone who can see schedule data (on an open view), and each member of a group that was added. Someone in several groups gets the highest permission any of them gives.
Only some people can be added. The search lists people whose account permissions include Can be added to timeline views (see Share a view with a partner below). The Edit permission also needs Can be made an editor of timeline views.
Only some groups can be added. A user group must be enabled for timeline views first.
Set the filters a read-only viewer gets
A view's page-level filters decide which agents it shows, for example only the agents in the Tier 1 Zendesk group. Read-only viewers get exactly the filters you save on the view, and can't change them.
Open the view and set the page-level Filters to the agents it should show. Set the columns and sort too, if you like.
In the Agent timeline section, open the View menu and click Save as this view's default.
Filters only take effect for viewers once you save them. Until then, filters you set are yours alone, kept in your browser. If your page filters differ from the view's saved ones, the applied-filters icon beside Filters shows an amber dot as a reminder. It clears as soon as you save.
A view with no saved filters shows every agent on the account to its read-only viewers.
Save as my default saves the columns, filters and sort for you only. It doesn't change what anyone else sees.
Check what a read-only viewer will see
Before you share a view, click Preview as read-only in its header. The page reloads exactly as a read-only viewer sees it: no edit controls, and the page-level filters locked to the view's saved ones. A Previewing as read-only label sits beside the view's name. Click Exit preview to go back.
The preview shows the strictest version of the page: the one a partner with only membership access gets (see below). It changes only what the page shows you; your own permissions are unchanged.
What a read-only viewer sees
When someone opens a view they can't edit, a Read-only view label sits beside its name, and:
There's no Filters button and no Clear. The view's saved filters are the page's filters, on every view, including the default.
The applied-filters icon shows how many filters are applied. Click it to see them. If nothing is filtered, it says the page covers every agent on the account.
There are no edit controls for activity rows, quick stats or metrics.
They can still pick the schedule window, sort, show and hide columns, expand agents, search by name or email within the view's agents, use the live data quick filters and save their own default.
Exports and the Coverage chart cover the same agents as the page.
Read-only applies everywhere, not just on the page. Qvasa refuses any change a read-only viewer tries to make to the view, whether it comes from the page, a saved link or the API.
Share a view with a partner (membership only)
Sometimes you want someone to see one view and nothing else in Scheduling: an outsourcing partner who manages a team of your agents, for example. For that, give them only the Timeline View Membership permissions:
Go to User Settings, open the person and scroll to Timeline View Membership Permissions.
Tick Can be added to timeline views. Leave Can see agent schedule data unticked. Tick Can be made an editor of timeline views as well only if they should be able to edit a view.
Save, then add them to the view on its Manage User Access page.
They see Scheduling in the left menu with one entry, Timeline views, listing only the views they've been added to, directly or through a group. They can't open the open views, the default view, the Overview or any setup page.
On a view, a membership-only viewer sees each quick stat's number but can't open the tickets or agents behind it. People who can see schedule data can, and what they see follows the quick stat's saved filters.
Troubleshooting
A read-only viewer sees more agents than they should. The view has no saved filters, or they differ from yours. Set the filters, then click View > Save as this view's default. Use Preview as read-only to check.
I can't find someone when adding them to a view. Their account permissions don't include Can be added to timeline views (or any permission to create or manage timeline views). Admins can always be added.
I can't give someone Edit on a view. They need Can be made an editor of timeline views on their account.
A group doesn't appear when adding one. The group isn't enabled for timeline views yet.
A partner can't find the schedule. That's expected. With membership access only, they open views from Scheduling > Timeline views.