Set up filtered lists to group records that help agents do their work more efficiently. Example groupings are Active Cases, My Cases, and All cases.

1. In your workspace, click your profile image and on the Settings menu, select Configure Workspace.
   
2. On the Workspace Lists tab, click New.
   Note: If you don't see the New button, click the cog icon () and then select Developer > Agent Workspace.
3. On the form, fill in the fields.

   Table 1. List filter form

   Field	Description
   List name	Name for the list filter that appears in the list pane. Choose one or two words that agents can easily understand, for example, Open incidents.
   Category	Category that a list filter appears under in the list pane. The category must already exist.
   Table	Table that you want to retrieve records from. For example, a list filter about open incidents should retrieve records from the incidents table.
   Workspace	Workspace that the list filter appears in.
   Conditions	Restrictions that apply to the list of records that appear with this list filter. For example, Active is true means inactive records do not appear. For more information on creating a filter, see Create a filter.
   Columns	Columns that appear in the filtered list.
   Groups	List of users who can view the list. Add any group to limit the list access to just that group. For example, you might add Customer Service Support. You can add more than one group to the list. If you do not add a group, any user who can access Agent Workspace can access the list.
   Roles	Roles that can view this list filter. Remove clutter from agents' workspaces if they don't need this list filter. If you don't add a role, this list filter appears for all agents.
   Application	Scope that the filter applies to. Global means that you can use this filter for all applications.
   Order	Order in which the list filter appears under the list category in the list pane. Lower numbers appear above list filters with lower numbers. For example, a list filter with an order of 100 appears above a list filter with 200 under a list category.
   Active	Toggle to make the list filter appear or disappear in the list pane.

   For example, the following filtered list, named Open, displays only active incidents.

   

4. Click Submit.
   The list filter appears in the list pane under the category that you specified. Using the example in the previous step, the list filter, Open, appears under the Incidents list category.

   

5. To see your filtered lists:
   1. Under your profile picture, click Configure Workspace.
      
   2. Click the Workspace Lists tab.