Currently, the only action users can do on an open work item in the Agent Dashboard (Open work items list) is to Assign To Me. Multiple users have mentioned that they would like to first Open the record to see if they can work on it or not.
It would be good if users can Open the record first to view the details (like what you can do with My work items or Closed work items).
Or even better, if we can customize the actions we can do on the Agent Dashboard.
Cheers,
Sy
Comments
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
Category: Omnichannel Agent Dashboard
Administrator on 2/8/2024 4:17:12 AM
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Regards,
Naman Agrawal
Product Manager,
Microsoft