We had a scoping call with a prospect on Friday. During the call, they described how their agents work with cases and search. These guys have around 800 support agents and the majority of them have multiple monitors. They typically work with one monitor showing the case in Salesforce and they will have a brower window/tab/page that performs searches in another monitor. They do this because they want as much screen real estate as possible dedicated to the case. So, with our insight panel taking space on right side of the screen next to the case, it's not ideal for them.
What they would really like is if their agents can pop out the insight panel and move it to the secondary screen but still keep the contextual link to the case they are viewing on the primary screen. I think this would be a very desirable feature for almost any support agent. I'm not sure how difficult it would be implement but would like to know if this is something that can be done.
|I need it...||Not sure -- just thought it was cool|