We have had some feedback from our staff that work in close proximity of each other. In regard to being able to see other incoming calls while already engaged in another call. This would give them the option to end the current call to grab the incoming call as it might be more important.

The scenario they have now is if we have two workstations next to each other and only one advisor is present at the time. This advisor is already on a call, but on the empty workstation (still logged in) he can see a call coming in from an important customer. He then wants to end the call (in a professional way) to answer the new call. But this new call wont pop on his screen even if he hangs up his current call straight away.

We would love to see an improvement to this where advisors can see other incoming calls and chose to answer them if possible.