User Review( votes)
Queue Item details for a Queue Item earlier used to open in a new window.
Thus losing the context
2020 Release Wave 2 provides an immersive experience for the agents, as the queue item details open in the context of the parent window.
Small but nice update for the agents.
Check other blog posts on Release 2020 Wave 2
Refer to below articles to understand more on Queues
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) : Queue Management
Hope it helps..