How to Configure Combined Queue Columns

Based on your inquiry you are looking to learn how to configure Combined Queue Columns. This feature lets you stack two or more Queue columns, such as first name and last name or phone and email, into a single column. Combined columns are configured per Queue View, and each value appears on its own line within the same cell in the Queue.

Permissions Required

Company Admin with access to Manage → Settings → Queue Views

Step-by-Step

1. Click the Manage button in the top navigation bar.
    
2. In Settings, click the Queue Views tile (or select Queue Views from the left-hand menu).
    
3. Find the Queue View you would like to update, click the ⋯ (more options) button on that row, and select Edit.
    
4. Scroll down to Queue Configuration and locate the Selected Values list under Queue Columns. This list shows every column currently displayed in the Queue, along with a counter showing how many of the 11 available columns are in use.
   
   TIP: If a field you want to combine is not in the list, add it first by ticking or selecting it under Basic or Advanced Values. If adding fields takes you over the 11-column limit, a red warning appears. Combining fields will bring you back within the limit.
    
5. Tick the checkbox next to each field you want to combine (2 to 5 fields). A bar appears below the list showing how many fields are selected and how many column slots will be freed. Click Combine.
   
    
6. In the New combined column panel, enter a Column name. This is the header Associates will see in the Queue. Then click Create column.
   
    
7. Your combined column now appears in the Selected Values list. Click on it to expand it, then:
   • Change the line order: drag the fields up or down. Lines appear in the Queue in this order.
   • Remove a field: click the X next to it.
   • Split the column back apart: click Ungroup.
   • Change its position in the Queue: drag the combined column using the handle on its left.
     
     To rename a combined column, click the pencil icon, update the name in the Rename combined column panel, and click Save name.
      
8. Save your changes by clicking the Publish button.
9. Return to the Queue. Your combined columns now display each value on its own line within a single column.
   

Best Practices / Notes

• Column limit: A Queue View can display a maximum of 11 columns. A combined column counts as one column, no matter how many fields it contains. If you exceed the limit, you will not be able to publish until you combine or remove fields.
• Field limit: Each combined column can hold up to 5 fields. If you select 6 or more, the Combine button is disabled.
  
• Fields that cannot be combined: Wait Time, Messaging, Notes, and Customer Tags do not have a checkbox and always display as their own columns.
• Choose clear names: Use short, descriptive headers such as “Full Name” or “Contact Info” so Associates immediately know what the column contains.
• Group related information: Combine fields Associates typically read together, such as name fields or contact details, and order them the way they would naturally be read.

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.