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It would be nice to replace the Service main panel with a Kanban board (Azure DevOps style). This will give clarity to the Queues Teams about To Do - In Progress - Resolved - Closed states for cases.
STATUS DETAILS
Declined
Administrator on 7/4/2023 3:58:52 PM
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported OOB. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service.
Migrate to Customer Service workspace | Microsoft Learn
For any questions, feel free to reach out to Fast Trach or Customer Success teams.