Customized Queue Views - Combined Queue Columns

What Is Combined Queue Columns?

Combined Queue Columns lets your organization stack two or more Queue columns into a single column. For example, instead of showing a customer’s first name and last name, or their phone number and email, as separate columns, you can combine them into one column such as “Full Name” or “Contact Info.” Each value appears on its own line within the same cell, in the order you choose.

Combined columns are configured per Queue View, so each team can see the layout that best fits the way they work, without losing any of the information they rely on.

NOTE: A Queue View can display a maximum of 11 columns, and each combined column can hold up to 5 fields. Combining fields frees up column slots, so you can show more information without exceeding the limit.

Why Does It Matter?

As organizations collect more information about their customers through questions and intake forms, the Queue can quickly fill up with columns. Associates end up scrolling sideways or scanning across the screen to piece together who a customer is and how to reach them. Combined Queue Columns brings related details together in one place, keeps the Queue clean and readable, and makes room for the additional information your Associates need, all within the 11-column limit.

Industry Use Cases

• Retail & Banking: Combine first name and last name into a single “Full Name” column, and phone and email into a “Contact Info” column, so Associates can greet and follow up with customers at a glance.
• Government: Stack case or reference numbers with the customer’s name so staff can verify identity quickly without scanning multiple columns.
• Healthcare: Group intake answers, such as reason for visit and contact details, into one column, freeing space for operational columns like wait time and service.

What This Looks Like

Before: First name and last name display in separate columns.

After: First and last name are combined into “Full Name,” and email and phone are combined into “Intake Answers.” Each value appears on its own line.

Queue View Configuration: Combined columns appear in the Selected Values list of the Queue View settings.

If you want to learn how to configure this please check out this article:

• How to Configure Combined Queue Columns

If you still have any questions about this feature, please feel free to get in touch with our Frontlion Support Team or your assigned Customer Success Manager.