It would be ideal if the application automatically refreshed the views on some interval. For example, in the current state, users assign cases to themselves and work the case, resolve etc. Then when they go back to the view where they pick which cases to work next, they must manually refresh the views to see what cases have been removed from the queue of available cases to work on. This is one example, but ideally all views and dashboards would auto refresh to avoid stale information being in their live view and the most up to date information is always visible.
Comments
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
Category: Customer Service Workspace
When replying to a case with multiple recipients instead of clicking the "X" next to each individual, is there a way to highlight over multiple individuals at once so you can remove them instead of clicking on each person one by one?
Category: Customer Service Workspace