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Work Summary Column in Omni-Supervisor doesn't update the changes to the Work item details(fields added in the Compact layout) in Real-time

Julkaisupäivä: Jun 10, 2026
Kuvaus

The Work Summary column in Omni Supervisor contains information on the assigned work items. This information is displayed through the work item compact layout

 

If any of the fields that are included in the compact layout are updated on the record, this update is not reflected realtime in omni supervisor 'work summary'.

 

However, if Status-based capacity model is enabled, and if the work item status is changed to a Paused/Completed value, then the work summary is updated in real-time and the work item doesn't show up in the work summary as the capacity would be released.

Ratkaisu

This is a known limitation of the Omni-Channel (Omni) Supervisor Work Summary column. The compact layout fields are not updated in real time for active work items. To see the latest information, perform a page refresh in Omni-Channel Supervisor.

 

Note: If the Status-Based Capacity Model is enabled and the work item status is updated to a Paused or Completed value, the Work Summary will update in real time because capacity is released. There is no automatic real-time refresh mechanism for standard field changes within compact layout outside of status transitions.

Knowledge-artikkelin numero

002627931

 
Ladataan
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