||The Conversations section of the omnichannel work queue shows the active messaging sessions of the live agent.
||In the panel selector, the agent can select which panels are displayed on the workspace. These options give further help or insight to the ongoing conversations.
||Notifications, Agent Status, and Menu Controls options.
||The Emails section of the omnichannel work queue shows the active email sessions of the live agent.
||The active work item column shows the activated, ongoing live session.
||The Smart Advisor offers answers to customer questions based on the content of the chat conversation, or by manual search.