Verena Hirschmann

By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be possible to keep the selected filtering options as long as I'm not going to change them again.

By default the conversation header of an entity record (case) shows the WQ, the work stream, the "case subjet", the date when the item was picked and the conversation "status reason". It would be nice to be able to provide more information on the header such as "case number" and "customer".