Automatic call distribution and wrap-up timer

Business problem

Currently, agents must manually navigate to the queue or inbox to pick up a waiting call after finishing their previous one. This manual process disrupts workflow, increases response times, and results in missed calls during high-volume periods when back-to-back handling is required.

Wished result

An automated call distribution system that pushes the next waiting call to available agents via a pop-up notification immediately after a call ends. This should include an organization-level setting for "wrap-up time," providing a configurable buffer window for agents to complete notes before the next call is automatically offered.