In contact centers, Agents have to perform various tasks simultaneously for which they have to toggle between various tabs and they may turn their ‘Auto Call’ off to make sure that they do not receive the next call from the system when they wrap their in-hand tasks.
However, there can be instances where the auto call for the agent is off, but there is an important callback scheduled for him. The agent should receive a desktop notification that he has a callback planned for him in such scenarios. With this enhancement, a desktop notification will be sent so that the callback is not missed.
