You can check whether a specific record is active on another agent's desktop within the same portal by using the "Currently Viewed" option.  This enhancement helps to: 

  • Improve collaboration: A convenient way to know if another agent is viewing a record, indicated by an Eye  icon adjacent to the record. This encourages seamless collaboration and diminishes redundant efforts.
  • Enhance efficiency: By instantly knowing which agent is reviewing the record, you can make decisions on whether to proceed with that record or focus on another record, reducing duplicate records and prioritizing tasks effectively, thereby enhancing overall productivity.

This option is available in the Contacts and Accounts list.