Work with List View

Prerequisites

The following permissions:

Workbins

  • Workitem > Workbin > All
  • Workitem > Workbin > View
  • Workitem > Workbin > Add
  • Workitem > Workbin > Update
  • Workitem > Workbin > Delete

Workitems

  • Workitem > Queue > All
  • Workitem > Queue > View
  • Workitem > Queue > Add
  • Workitem > Queue > Update
  • Workitem > Queue > Delete

Manual Assignment

  • Workitems > Workitem > Pull
  • Workitems > Workitem > Assign
  • Workitems > Workitem > Terminate
  • Workitems > Workitem > Delete
  • Workitems > Workitem > Disconnect
  • Workitems > Workitem > Accept
  • Workitems > Workitem > Edit

Queries

  • Workitems > queryJob > All
  • Workitems > queryJob > Add
  • Workitems > queryJob > View
  • Workitems > queryJobResults > All
  • Workitems > queryJobResults > View

List View provides users with a consolidated view of all workitems across a specific workbin. Available to both supervisors and agents, the list lets you apply various filters, inline edit various attributes of the workitem, control routing attributes (like assignee), and more. Depending on permissions, users can pull work from a workbin to work in real-time, assign work to other users, and even terminate work to indicate that it is complete.

List View shows all workitems in a specified division and workbin. Each row in List View represents a single workitem.

Note: The actions you can perform in List View depend upon your permissions.

To access List View, follow these steps:

  1. From the sidebar, click List View .
  2. Click Workitem List. The Workitems List appears.
  3. Under Division, select the division for the workbin in which you want to see the workitems.
  4. Under Workbin, select the preferred workbin.
    Note: The list of available workbins depends on the divisions assigned to the current user.

Default columns

By default, List View displays the following columns:

Column Details Default Inline update
Priority The priority of the workitem. By default, priority is 0 if not specified during the Workitem creation.

To update the priority of the workitem, beside the value, click Edit and specify a numeric value from 0 through 25,000,000.
Due Date The due date for the workitem. By default, the Date and time is 15 days from the workitem. The person who creates the workitem can specify a different date. To update the due date, click Edit the new date and time. Specify the time in a 24-hour format.
SLA Status The SLA status for the workitem. The default value is either the number of days until the workitem reaches its due date or the number of days past its due date. You cannot update the SLA status inline; however, any changes to the due date affect this column.
Expiration Date The date the workitem expires. Not applicable. You can update the Expiration Date to a date that is later than the Due Date but not before the workitem’s lifespan.
Status The status of the workitem. The default status is Open unless your admin defines another default. You cannot update the status inline.
Routing State The Routing State reflects the current routing state of the workitem. In some cases, to adjust the Routing State, you can use the options in More to the rightmost of each row. For more information about the Routing State, see the Routing tab in Define a worktype. The Routing State reflects the current state of the workitem. You cannot update the routing state inline.
Assigned To The name of the person to whom the workitem is assigned. Not applicable.

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.

Note: You cannot reassign a workitem in a connected state. To reassign a workitem, first disconnect it.
Queue The queue to which the workitem belongs. The initial queue for the workitem You cannot update the queue inline.
Worktype The worktype of the workitem. The initial worktype of the workitem. You cannot update the worktype inline.
External Tag The external tag specified during the creation of the workitem. Not applicable. You cannot update the external tag inline.
More A menu that contains more actions that you can take for each workitem. Not applicable.
  • To preview a summary of a workitem in read-only mode, click Preview.
  • 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

Additional columns

You can also add the following columns to List View:

Column Details Default Inline update
Name The name for the workitem. Not applicable. You cannot manually update this column.
Date Created The date of creation for the workitem. Not applicable. You cannot manually update this column.
Last Modified The date of the last time that someone updated the workitem. Not applicable. You cannot manually update this column.

Manage List View appearance

The following options allow you to customize how you see List View:

Option Details
Arrange column positions To reposition a column, hover over the column heading, and when the cursor changes to a hand, drag the column to the wanted position. To restore column positions, click Reset View.
Customize

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:
Filter

To filter the workitems in the list, click Filter. To see all the filters available, click Expand All. In addition to the filters, to manage your view, you can use the following View Options:

  • Show My Workitems Only: To show only workitems assigned to you, enable this option. Enabled is the default.
  • Show Unassigned Workitems Only: To show only unassigned workitems, enable this option. Disabled is the default.
  • Hide Terminated Workitems: To hide terminated workitems, enable this option. Enabled is the default.

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.
  • Routing > Queue: You can filter on multiple queue values. To remove a queue from your filter, beside the queue, click Remove .
  • Routing > 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: You can filter on the person assigned to the workitem. You can select multiple assignees. The current user always appears first. Note: This option is unavailable if you enable either Show My Workitems or Show Unassigned Workitems.
  • External Tag: You can filter the workitems that match external tag values. You can filter on up to ten tags.
  • Workitem ID: You can filter by a specific workitem ID.
  • Clear All Filters: You can remove all filters.
Refresh  To fetch the latest column information if any has changed, click Refresh.
Reset view To restore column positions, click Reset View.
Scroll To see any columns on the left side or right side of your screen, use the scroll bar beneath the table.
Sort To sort by the Priority or Due Date columns, beside the column name, click Sort or .
Table View To see only your workitems, above the table, beside Table View, enable My Workitems Only. To see all workitems, disable this option. This option is on by default.