For orgs that have enabled Enhanced omni-channel a paused status is added to cases. This paused status is mainly for users that have cases assigned to them but need to pick up the case in a later stage. JB Case …
We’ll publish updates in our blog and social channels. If you have feature requests we’ll be happy to include them if it enhances functionality for all customers, just drop us a line via the contact form.
Your existing cases are not affected in any way until you allow your agents to use JB Case Scheduler. Cases that they schedule are temporarily assigned to the Case Scheduler queue until they are reactivated.