Customer Service Workspace – Multiple Browsers

Dynamics 365 Customer Service

Agents can now load Microsoft's customer service workspace in multiple browsers without receiving a warning notification.
The ability to use multiple screens in the customer workspace interface is beneficial for contact centers with busy agents handling multiple conversations.
The author tested the feature with three browser windows on three monitors, showcasing the flexibility of the setup.
Notifications for incoming chats appear on all screens, and accepting a chat closes notifications on other screens.
Presence status may take a few seconds to update across all screens, but it does not cause any major issues.
Agents can chat with multiple customers simultaneously by accepting conversations on different monitors.
Agents should be trained to ensure sessions are closed correctly when using multiple monitors to avoid potential challenges.
Although it is possible to accidentally open the same conversation twice on different screens, the feature remains useful and manageable for agents.

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