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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dashboards not correct...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Dashboards not correctly refreshing in workspace app

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Posted on by Ward010 71
Since a few weeks we notice strange behavior in the the standard dashboards when using the customer service multisession app.
 
The dashboard contains an overview of cases available to work on it being present in a queue. When removing the queue item in the dashboard this is correctly updated in the dashboard. But when moving to another tab/record/... and then using the /Home/ button to return to the dashboard all of a sudden the earlier removed queue item is visible again.
 
Only when using the refresh button again it is really gone. 
 
Anyone else also having this issue as Microsoft support is not progressing very well?
I have the same question (0)
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Hi,
     
    I am using Customer service trial version.
    I have not reproduced your issue in my testing.
    After refreshing the entire browser page via the refresh button, remove the queue item and the situation you described will occur again.

    I suspect it's due to caching, so try clearing or disabling cookies.
    I tried it in both Edge browser and Google Chrome browser.
    This has the effect of logging out of the current account and the inability to log in to the page.
     
    Therefore, this may be due to product design.
     
    Best Regards,
    Dengliang Li
     
  • Ward010 Profile Picture
    Ward010 71 on at
    Thanks for you answer!
     
    From what I read in your reply you were able to reproduce the issue? Because in the first sentence you mention you were not able to reproduce it.
     
    I just tried the exact same steps in cognito (so no cookies & caching) but also here I can reproduce the issue every time. So I don't think it is related to this.
     
    For our users this issue is very inconvenient as we cannot request them to refresh the browser every time. As we our using omnichannel voice refreshing the browser would mean that the conversation control & status are re-started and this always takes some time before you can continue. It is also not best practice is the multisession workspace app to refresh the browser. 
     
    Kind regards,
     
    Ward

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