Issue: Originally "Recent" and "Pinned" in the Omnichannel app were not supported and we were not sure if Microsoft wasn't planning to introduce the feature on their end. We found recently that these are now available. "Pinned" is working well but "Recent" doesn't seem to update as frequently as it works in the Customer Support app.

We wanted to understand if there’s a specific reason as to why the sub-tabs cannot be recorded in the Recent section on the left navigation panel. Although Microsoft supports multiple Anchor tabs, here at Commvault, our CRM configuration is more focused on 1 Anchor tab and sub-tabs that are opened underneath it.

Getting the sessions recorded under the Recent tab for sub-tabs opened is something that we are potentially interested in and that’s why we would like to understand if it is something that might/might not come up in future releases.

Response from the Microsoft Engineer:

"Note: Entity records opened as 'anchor tab' will be included in the list of 'Recent' in the SiteMap. Entity records opened as 'additional tab' in a session will not populate the list of recent."