Advanced Team View Filters

Team View Filters allow supervisors to search or filter their agents by name or activity. You can also use custom, programmatically defined filter criteria, like teams or skills. This page describes the main concepts involved in customizing Team View Filters, and includes some sample code you can use to get started with the feature. For more information about using Team View Filters, check out the End User Guide!

Key Concepts

Flex uses the following objects and components to generate Team View Filters:

TeamFiltersPanel

The portion of the Flex UI that shows the Team Filters. It is a child component of the Supervisor UI. By default, Flex allows you to filter by agent Activity, but you can add custom filters to the panel by modifying the defaultProps, like so:

Flex.TeamsView.defaultProps.filters = [
    Flex.TeamsView.activitiesFilter,
    // ... custom filters here
];

FilterDefinition

A FilterDefinition is a structure that tells Flex how to render the new filter label and field, and what to query the field value against. Each field will add a new condition to the Sync query that will render the agents (or workers) list to the UI. A FilterDefinition has the following structure:

interface FilterDefinition {
   id: string;
   title: React.ReactChild;
   fieldName: string;
   type?: FiltersListItemType;
   options?: Array;
   customStructure?: CustomFilterItemStructure;
   condition?: string;
}

FilterDefinitionOption

Describes the available options which can be used as a filter. For example, if you wanted to filter by agent languages, you could create an option for each language spoken in your contact center.

interface FilterDefinitionOption {
   value: string;
   label: string;
   default?: boolean;
}

CustomFilterItemStructure

To add a custom field and label to a filter, you'll need an object with a select field or an input field passed to the CustomFilterItemStructure.

interface CustomFilterItemStructure {
   field: React.ReactElement;
   label: React.ReactElement;
}

field is a React element that should render an input usable by the final customer. It inherits a few custom props from Flex.

label is another React element that serves as the label of the filter. It should indicate the content of the filter when the accordion item is closed. It receives the following properties:

FilterDefinitionFactory

The filters array also accepts FiltersDefinitionFactories. A FilterDefinitionFactory is a simple function which returns a FilterDefinition. You can write a FilterDefinitionFactory that fetches data from the app state and dynamically renders values or options of a field.

Your factory must accept two arguments:

Customizing your Filters

The TeamFiltersPanel includes activitiesFilter by default. To add a new filter to the TeamsFiltersPanel, you can overwrite the defaultProps.filters property with a new array of filter definitions before rendering your Flex instance.

This array can contain both FilterDefinitions and FilterDefinition factories. In this example, we are readding the default activity filter as the first item of the array.

Flex.TeamsView.defaultProps.filters = [
   Flex.TeamsView.activitiesFilter,
   yourFilterDefinitionHere,
   your2ndFilterDefinitionHere,
   your3rdFilterDefinitionHere,
];

Add a custom input field

Initially, the FilterDefinition has one predefined type, which will output checkboxes: MultiValue. With custom input fields, you can add a different type of input, like a custom text input field.

An example of a custom input field, name, where you can type and filter by names based on the condition that you specify

The following file describes the HTML for your custom field, as well as the JavaScript associated with its behavior. In this sample, the filter functionality is extended in the extendFilters function

Add a multivalue field

The following example will filter by agents located in any of the options specified in the value field:

import React from "react";
import { TeamsView } from "@twilio/flex-ui";
import { FiltersListItemType } from "@twilio/flex-ui";

// Define a new filter that uses the custom field

const teamFilter = {
    fieldName: "team_location",
    title: 'Team',
    id: 'data.attributes.squad',
    type: FiltersListItemType.multiValue,
    options: [
        { label: 'Canada', value: 'CAN-1", "CAN-2", "ARC'}
    ],
    condition: 'IN',
};

// Export a function to be invoked in plugin's main entry-point
export const extendFilter = (manager) => {
    manager.updateConfig({
        componentProps: {
            TeamsView: {
                filters: [
                    TeamsView.activitiesFilter,
                    teamFilter,
                ]
            }
        }
    })
};

Use a filter definition factory

You can use a filter definition factory to dynamically render the options of the predefined checkboxes fields. For example, you could render the activities that are currently available on in the Flex Redux store.

Use a custom filter structure with a filter definition factory

You can use custom filter input components and filter definition factories together. The following code sample dynamically renders the options of a select field from the current Redux store.

Enable your new filter

Once you've configured your filter(s), you can enable them in Flex manager from within the base Plugin file. In this example, the extendFilters function is imported and passed to the Flex Manager.

Self-Hosted Flex

The following code samples demonstrate writing and calling the same extendFilters functions, but in the context of self-hosted Flex.

Hidden Filter

You can programmatically apply a filter that is hidden from the user, i.e. the user cannot disable it. You could use this feature to restrict supervisors to seeing only their team members on the page. However, note that this is not a security feature. Supervisors still have access to all agent activity using the underlying APIs.

In the following example, we use live query to set up Team View to only show agents with a specific team_name attribute (you can set user attributes via your SSO provider):

Flex.TeamsView.defaultProps.hiddenFilter = 'data.attributes.team_name CONTAINS "sales"'