When our agents are waiting for phone calls to come in, they’re often working on other areas, thus have multiple windows open. Then when a call comes in and an interaction record is generated, their secondary case window (with unfinished work) gets replaced by the interaction record. Is it possible for them to have multiple UW Connect windows open simultaneously? Is it possible that only one tab/window gets redirected to the Interaction record and the other tab/windows keep their session?
Looking for the best way to handle this. It is a big inconvenience and any help is appreciated.
