Auto open the tab when an interaction is auto routed to agent

Akhila P
Tera Contributor

‎06-20-2025 07:10 AM

Hello all, Iam currently working on one scenario for service operations workspace. So the requirement is to auto route the interaction to the agent who is available. And when it is routed to agent, the interaction should automatically opens in new tab for the agent. I modfied interaction Assignment rule to auto route to agent, its working as expected but can anyone help me on the new tab requirment?

 

Regards, 

Akhila

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SebastianKunzke
Kilo Sage
Kilo Sage

‎06-20-2025 07:21 AM

Hey Akhila,
Did you had a look into advanced work assignment (Advanced Work Assignment)? It will not open a new tab, but it will pop-up a notification. That can be clicked.
If you do not want to use AWA you could try to use provider notification (Provider notifications)
But all solution coming to my mind would include a click from the user. Never saw a solution, that opens tab in the name of the user. 
Kind regards 
Sebastian

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Akhila P
Tera Contributor

‎06-26-2025 06:06 AM

Hello @SebastianKunzke, Good day!

AWA is already configured for this, but how do I configure the pop-up via AWA? 

Regards, 

Akhila

 

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