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simple widget configured in the VOICE layout.
Working use case
Workspace create new instance of the widget for outbound call.
non Working use case
Workspace create new instance of the widget for inbound call., start consulting the call, workspace create second instance of the widget, but the second widget cannot be displayed.
Thank you for your message. The PDF attached is also helpful.
What is happening here is that the card shares the same work request ID, so the pointer indicating the active card is shared, and always on the initial leg of the call.
However, when you click focus to the call on the right, the data for that interaction is passed to the widget canvas. So the widgets for each interaction is updated with the relevant data, though it may not look like it as the pointer is shared.
It it more obvious when there is a customer details widget in the layout for example.
You would see the details change as the focus is moved between the cards.
So the widget should be loading for both interactions. You can confirm this by:
1. Clicking focus on the first card and selecting one of the tabs. The first tab for example. Then, click on the card on the right to shift focus to that interaction. Select a different tab on that interaction layout. The third tab for example. Now switch focus back and forth between the two cards, and you can see it is a different canvas rendering for each interaction as the tabs selected are maintained across each interaction.
You can also check that the layout is rendering for each card by:
2. inspecting the element of the widget in the browser. If you focus on left interaction and inspect the element of the widget in the browser, you will see an interaction id attr. This is the ID for the interaction on the left, and the canvas will have data based on that ID. If you focus on the right interaction and inpect the element again, you will see a different interaction id. This is the interaction ID for the interaction on the right. This is showing the context of the canvas updating depending on which interaction is in focus.
This is intended behaviour, and it's how Workspaces handles displaying of consult interactions.
Single pointer to indicate a single work request/item of work & Context switching which is fed back to the canvas depending on card that is in focus.
Hope this helps.