When a Service Agent has a work item screen open and is simultaneously working on another software or client software, the communications displayed on the work item comms tab remain as they were when the screen was initially loaded. This means that any new communications or updates to the work item are not automatically reflected on the screen.

To view the latest communications, the user manually refreshes the work item. This can be problematic as user might be unaware that new information has been received, which is particularly likely if notifications are turned off. As a result, important updates may be missed, potentially delaying responses or actions on the work item.

To improve this process, the expectation is that when a work item screen is open, Enate should automatically refresh the screen whenever new communication arrives. Additionally, a sound alert should be generated to notify the user of the new communication. This would ensure that users are immediately aware of any updates and can take prompt action without needing to manually refresh the screen.