customer service workspace conversation "Open work items" Inbox view

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Posted on by Engy Louis

Hello everyone,

We have implemented the "Pick" workstream for our omnichannel chat channel, and we have two queues to which we route conversations.

Agents are expected to pick conversations that are assigned to their respective queues.

However, we are encountering an issue with the "Open Work Items" inbox view. Currently, this view displays all open work items, allowing any agent to see conversations in queues that are not assigned to them.

When we go to the "Agent Experience Profiles" and attempt to customize this view for the conversation entity, we are unable to add any filters.

Has anyone else faced this issue or have any suggestions on how to resolve it?

Thank you
Engy

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Engy Louis 79 on at

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customer service workspace conversation "Open work items" Inbox view

I resolved this issue by hiding the tabs whose visibility rules couldn't be handled through the Agent Experience Profile.

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