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Adam Teo
Business problem:
  • As a user, I would like to have real-time visibility on agents' call availability and statuses, so I could properly know who to assign calls to.
Desired outcome:
  • Display real-time agent call statuses (available, on call, offline)
  • Improve call routing decisions
Use Cases:
  • Assigning urgent inbound calls to available agents
  • Managing agent workload during peak hours