Allow Agents to View and Pick Calls Waiting in Queue

We are excited to introduce a new feature that gives agents better visibility and control over calls waiting in the queue.

Previously, agents had no way of knowing other calls were waiting in the queue while they were on an active call. With this update, agents will now see real-time calls waiting in the queue directly on their dialer screen. This screen updates automatically as customers join or leave the queue.

Agents can click on the queue indicator to see a list of waiting callers along with their name and number. From this list, agents can choose to connect to any queued call. When an agent chooses to connect to a queued call while on an active call, the current call will end and the selected queued call will ring on the agent's dialer. This ensures agents can prioritize calls based on urgency rather than waiting for calls to be routed automatically.