See “New” Work and “My Work” in the Omni-Channel Utility
The Omni-Channel utility now has tabs to help your support agents manage their work. They can view incoming work items in the New tab and work items that they’ve accepted in the My Work tab in the Omni-Channel utility.
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
How: This feature is automatically enabled for agents using Lightning Experience.