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Picking Cases from Queue auto opens the case. This action should be configurable
When a Contact Center agent picks multiple cases from the queue, the Cases all auto open in new tabs in the Workspace...
The auto open is OK if they just pick one case, as they would normally want to then open this single case to work on.
When they pick 8 case, which they regularly do at Air New Zealand, it is very annoying that all cases open and floods the workspace with tabs. This results in the agent the having to close 7 of the cases so as not to get confused.
A good idea for Air New Zealand would be to be able to configuration this action to either allow auto open or not under this circumstance.
Thanks
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