Genesys Cloud
Work automation list view with OR operator for flexible searches
| Anunciado el | Fecha efectiva | Idea |
|---|---|---|
| 2025-02-24 | - | - |
In a future release, Genesys Cloud will introduce an OR operator to Work Automation List view queries, giving users more flexibility when filtering workitems. Previously, the filtering logic only supported the AND operator within a single worktype grouping, requiring all conditions in a query to be met simultaneously. With this update, users can choose between AND or OR operators within a group, making it easier to find workitems that meet broad or specific criteria. The OR operator is now used between conditions in a single worktype grouping.
With this new feature users will have:
- More control over searches: Users can now define whether conditions within a worktype grouping should be connected with AND (all conditions must be met) or OR (at least one condition must be met).
- Broader or more targeted results: Supervisors, business admins, and case managers can now efficiently search for workitems based on multiple attributes like tags, skills, or SLA (whether they need exact matches or a wider set of results).
- Faster case management: Support managers can quickly find relevant cases based on different criteria across multiple worktypes without manually adjusting filters or running multiple searches.
