Hi Customer Service workspace team,

This is the idea from: Andreas Wijaya - Bupa ANZ

Scenario

The customer uses Contact as the main anchor tab / supertab in Customer Service workspace.

When an agent is working within Contact A, the customer expects that opening Contact B should launch Contact B under its own separate anchor tab, rather than as a child tab under Contact A. In addition, when the agent opens Dashboard, Activities, Opportunities, or other entity list pages from the left navigation, the customer expects those pages to open as their own separate anchor tab / supertab instead of as subtabs under the currently focused contact session.

Expected behavior

• When an agent navigates from Contact A to Contact B in Customer Service workspace, Contact B should open under its own anchor tab rather than as a child tab under Contact A.
• When an agent opens Dashboard, Activities, Opportunities, or other entity list pages from the left navigation, those pages should open as separate anchor tabs / supertabs instead of as subtabs within the current focused session.

Actual result

Currently, when the agent is already working within an existing focused session such as Contact A:

• Contact B opens as a subtab under Contact A instead of under its own anchor tab.
• Dashboard, Activities, Opportunities, and other sitemap-opened pages load as tabs within the current focused session rather than as separate anchor tabs.

PG confirmed this aligns with the current product design in Customer Service workspace. The documentation also states that pages opened from the site map load in the current focused session, while the anchor tab is defined when the session starts. At this time, there is no supported SDK or configuration to make sitemap-opened pages launch as anchor tabs by default.

Ask

Could the Product Group consider a future enhancement so that:

• Navigating from Contact A to Contact B can optionally open Contact B under its own separate anchor tab, and
• Dashboard, Activities, Opportunities, or other sitemap-opened entity list pages can optionally launch as separate anchor tabs / supertabs instead of subtabs in the current focused session?

This enhancement would help customers maintain clearer separation between workspace contexts, reduce agent confusion, and avoid the need for complex custom workaround logic using Microsoft.Apm APIs.

Thank you for your help.