Worth knowing: Which buttons, statuses, and features you see depends entirely on your company's deployment and role permissions, so your screen may look very different from the demo.
Summarized from 1 community tutorial · July 2026
Highlights
Unified multi-channel queueView voice, email, chat and other interactions with wait times and agent availability in one queue/directory view.
Live call controlsHold, mute, dial keypad, and warm/cold transfer or conference in a colleague mid-call.
Simultaneous channel handlingWork a live voice call while multiple emails are open, and escalate an email thread into an outbound call tied to the same record.
Automatic customer screen-popContact history, notes and prior interactions surface automatically when a routed interaction connects to an agent.
Mandatory wrap-up dispositionAfter each call or email, agents enter after-contact-work notes and a reason code before the interaction closes.
Summarized from 1 community tutorial · July 2026
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