We also have this as a user request. In a support team, there are many agents logged on to the same email/record queue, but the agent have proficiencies in different topics. Would be great to be able to hover over the work item and see a summary of the latest activity (e.g. email contents) or open the work item in a smaller pop-up window to view its contents before deciding if to assign it to themselves or not.

(We've currently solved it by the reroute function on the case that re-routes the case back into a re-assignment queue, that all agents are logged onto and can pick items from, but this affects the cases' queueing time when trying to work with the concept of picking them in an ascending date order, plus it's an unnecessary additional step.)

Thanks, Kristine