Genesys Cloud – Advanced filtering and column improvements for the Work Automation list view

Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)	Aha! idea
2024-06-10	2024-09-16	Aha! idea

In a future release, Genesys Cloud will introduce new enhancements to the Workitems list view, to drive an improved user experience for agents and supervisors.

Column enhancements: Includes a new default order of columns, along with a new Service Level Status column for improved tracking and management.
New column picker: Customize your views with ease using the new column picker.
Filter enhancements: Benefit from a new View toggles option, and a WorkitemID filter, providing more precise and flexible filtering options.

Column enhancementsClick to expand

Previously, the List view columns were ordered as depicted in the screenshot provided. In a future release, the column order will be reorganized for improved logic and user experience. Also, a new SLA target column, alongside a new Customize button will be added to the user interface. With the Customize button, users can select the columns they want to view, offering a tailored experience.

Note: Changes made to the list view are cached and will persist until the cache is cleared or the Reset View button is selected.

Click the image to enlarge.

Column enhancements

New column pickerClick to expand

New views and filter optionsClick to expand

Currently, you can apply a set of filters to view specific workitems. In the new workitems list view, the following three new toggles are available:

Show My Workitems only
Hide unassigned workitems
Hide terminated workitems

Note: The “Show My Workitems Only” view will be enabled by default, replacing the “Show Terminated Workitems” toggle in the list view. The “Show My Workitems Only” and “Show Unassigned Workitems Only” toggles are mutually exclusive, meaning only one can be active at a time. However, both toggles can be turned off to display all workitems in a workbin.

Updates to the List View now include a new Workitem ID filter. This new filter enables users to find, and focus on a single workitem based on its internal Genesys 36-character ID.

Click the image to enlarge.

New views and filter options

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