If a contact record does not exist, creating a contact record as captured by an agent from customers

If a contact record exists, loading details from the contact found in the incident workspace

Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier

Capturingall incident-associated CO data from customers

Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

Create a custom incident milestones report and add it to a custom incident workspace

Add all the holidays observed by your organization.

Define default response requirements.

Use business rules to automatically calculate dates

FIFO

Round Robin (Logged In)

LIFO

Quick

Round Robin (All)

Standard

Advanced Routing