Enhancements in the queue page

Enabled for Public preview Early access General availability
End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

Business value

Agents are constantly navigating between queue grids and record forms and that results in too many click actions and context switching. With the enhancements made to the queue page, agents can now save time with fewer click actions and resolve customer issues more quickly.

Feature details

In this release, the user experience has been enhanced for agents to manage their queues. The agents can now select an item in the queue and view its details on the same page without having to switch contexts. They can also go through the list of items in the queue without the need to navigate away from the page.

See also

Learn the basics of the Customer Service Hub (docs)