In Dynamics you can read an email without ever having to pick it which leaves a gap in the timeline from an audit perspective. This makes managing queues difficult because there is no clear audit trail which allows Managers to address items not being worked on by partners across regions or on shared mailboxes, with partners choosing which cases to work. We would like there to be an audit trail indicating the time an individual opened a case/email.

A clear indicator through audit so if a case /email was picked by partner even if no change is done to the record