Comments
Business Impact: Bio-Rad has a global queue for all regions; therefore, alerts of one team/region will be sent to all the supervisors (all regions) working at that same time; which will cause major confusion and dis-satisfaction.Therefore, it's required to allow flexibility in our deployment and many other case scenarios that can arise from this.
Agreed.Problem: In the Copilot Service workspace, case queue views and grids do not update in real time. The current design relies on polling-based and focus-based updates, which means:New cases do not appear instantly in queue viewsStatus changes (Active, Resolved, Escalated) are not automatically visibleAssignments and reassignments are not automatically reflectedAgents must manually refresh the view, navigate away and return, or change browser focus to see updates.Requested functionality: A native setting in Copilot Service workspace that enables true real-time, push-based updates for queues and views. This would allow agents to:Instantly see new cases as they arriveAutomatically see status changes without manual refreshWork more efficiently without constantly having to refresh views