Breakthrough for wrap-up improvements

Breakthrough for wrap-up improvements

If breakthrough is configured for Wrap-up and Wrap-up Exceeded statuses, agents can now answer breakthrough calls even if they haven't completed the following:

• Submitted disposition codes and notes. • Manually switched to Available status.

Additionally, agents in Wrap-up status who accept breakthrough calls before submitting disposition codes and notes can now switch between the call and the wrap-up screen.

User experience changes include the following:

• The call adapter contains a switcher button that lets agents switch between an ongoing call and the wrap-up screen for a previous call. • The mini-adapter on the agent desktop expands to let you switch between an ongoing call and the wrap-up screen for a previous call.