Work with List View

To update the priority of the workitem, beside the value, click Edit and specify a numeric value from 0 through 25,000,000.

To update the assignment of the workitem, beside the current assignee, click Edit . Begin to type the name of the person you want to assign the workitem to and select the name from the list of matches.

Notes:

• You can only reassign a workitem to someone in the division in which the workitem resides.
• You cannot reassign a workitem in a connected state. To reassign a workitem, first disconnect it.

• To preview a summary of a workitem in read-only mode, click Preview. Note: The preview shows all custom attributes, including those that are null.
• To return to List View, to the upper left, click Back to Workitem List.
• To copy the workitem ID, click Copy ID.
• To end a workitem: Click Terminate. When you end a workitem, it leaves the List View.
  Note: To see terminated workitems, at the top of the list, click Show terminated Workitems. You can terminate a workitem that is in any state.
• To return workitems in a parked routing status, click Return to Roster to push the workitem back into the active roster of the assigned agent.
• To disconnect a workitem from a user, click Disconnect.
  Note: You cannot disconnect a workitem in a connected routing state.
• To delete a workitem, click Delete. You cannot delete a workitem that is in one of the following states:
  • Alerting
  • Connected
  • Held

To perform bulk operations, like a bulk terminate, follow these steps:

1. Click Bulk operations and history . 
2. Click Bulk Operations.
3. Click Terminate.
4. To the upper right, click Next. Your list of workitems appears.
5. Select the workitems that you want to terminate. Note: You can select up to 200 workitems.
6. Click Next. A summary of the operation appears.
7. To confirm the termination, click Terminate Workitems. A final confirmation appears.
8. To finish the termination, in the box, type CONFIRM, and click Terminate Workitems. To cancel the action, click Cancel.
   Note: This action ends processing of the selected workitems. You cannot undo this action.

To see your bulk operations history, follow these steps:

1. Click Bulk operations and history . 
2. Click Bulk History. Your bulk operations history appears.
3. To see the details of a bulk operation, under Operation ID, click the operation ID. A pop-up summary shows the total number of workitems in the operation, along with the number of successes and failures. 
   Note: If a bulk operation appears as idle, either restart or delete the operation.

To add or remove columns, click Customise. To remove a column, under Selected Columns, disable the columns that you do not want to see. To add a column, under Available Columns, enable the columns that you want.

Other available columns include the following:

• Name:
• Date Created:
• Last Modified:

Core attributes

To filter the workitems in the list, click Filter. The Filters window appears. To see all the filters available, click Expand All. To close all available filters, click Collapse All. To hide terminated workitems, enable Hide Terminated Workitems.

To filter by core attributes, you can use the following filters:

• Worktype: You can filter on up to five worktypes that match the workitems. To remove a worktype, click Remove .
• Status: You can filter on multiple status values. To remove a status from your filter, beside the status, click Remove . Note: To select a status filter, you must first select a worktype filter.
• Workbin; You can filter on up to five workbins. To remove a worktype, click Remove .
•  Queue: You can filter on multiple queue values. To remove a queue from your filter, beside the queue, click Remove .
• Routing State: You can filter on multiple routing state values. To remove a routing state from your filter, beside the queue, click Remove . Note: The Terminated routing state option only appears in the filter if you enabled Show Terminated Workitems.
• Assignee > Assignee
• External Tag: You can filter the workitems that match external tag values. You can filter on up to 10 tags.
• Workitem ID: You can filter by a specific workitem ID.
• Clear All Filters: You can remove all filters.

Custom attributes

You can also filter by custom attributes. The custom attributes available to filter depend on the custom attributes defined for a worktype. To filter by custom attributes, follow these steps:

1. At the top, under Filters select up to five worktypes. The worktypes that you select appear to the right, and selected worktypes with custom attributes appear in the following section under Custom Attributes Filters. To remove a selected worktype, beside the worktype, click Remove .
2. In the Custom Attributes Filters section, Genesys Cloud groups worktypes with the same schema. To add a custom filter, for each group, click Add Custom Filter.
   Notes:
   • Custom attribute searches are case-sensitive.
   • If you select multiple worktypes and define a custom attribute filter for one worktype, you only receive results for the worktype that has a defined custom attribute.
3. From the lists, select a field, an operand, and the value. Repeat as needed.
4. When you are finished, click Apply.
   Note: Within each schema, the relationship can be and or or. Between different schemas, the relationship is or.
5. Optionally, to cancel the filter, click Cancel. 
6. Optionally, to clear all filters, click Clear all Filters.

Note: If you change workbins, you clear all filters.

In addition to the filters, to manage your view, you can use the following View Options:

• To select a date range, click All time, and select the range that you want to display.
• To show all workitems, click All Workitems.
• To show only workitems assigned to you, click My Workitems.
• To show only unassigned workitems, click Unassigned Workitems.
• To reset your view, click Reset View . This option resets column arrangement, sizing, and sorting options, and refreshes to the first page.

By default, List View displays 25 workitems per page. To show more workitems per page, at the bottom of the page, click 25 and select the number of workitems you want to see on each page.