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6.23. Example: Monitoring a New Staff Member's Activity

Updated: 3 Sep 2026, 10:01 PM EDT

Scenario

A manager onboarding someone wants to watch all of their work — customer replies and internal notes — to give coaching feedback.

Why this works

Stream: Staff Only w/ Private is the one view that includes internal notes. "Stream: Customers and Staff" sounds like it covers more, but it is public-only and would hide exactly the coaching material you want.

Leaving out an Open/Closed condition means completed work stays in view, not just what is still open. Keeping the filter to Only me avoids the trainee seeing that they are being reviewed.

There is deliberately no date condition either, because the point is to see everything they have worked on rather than just today's requests. If the list grows unwieldy, add Relative Date Since Opened → Past 7 Days — bearing in mind that it filters on when the request was opened, not on when the trainee worked on it, so recent work on an older request will drop out of view.

Setup

On the Filter tab. The condition is added with the + icon (Add condition) below the condition box; it does not need a sub-condition group.

• Filter Name: Training — [Staff Name]
• Match all:
  • Assigned to Is [Staff Name]
• Deliberately omit any Open/Closed condition, so closed requests stay visible
• Who else can view this → Only me

On the Options tab:

• Default Filter View → Stream: Staff Only w/ Private

Resulting logic

Assigned to = [Staff Name]

No Open/Closed condition, so closed requests are included too.

Knowledge Tags

examples  /  New User  /