We would really like to see a feature where the supervisor and or the agent can have turned on - a history feature where say something went wrong , they can call the customer back. They can see whats missed, history for the day etc. see who’s waiting, we haven't gone live on this install yet so still lots to learn. But my understanding is these small things are not possible. This environment is not as managed as say a call center would be. A small business that needs more flexibility in how it behaves and what it tells them in real time and historical. These users can think on their feet and don’t need to be locked down hard. Give them data and overrides, they have a brain and can use it. Give them a bump feature to re-request a call back text by click. They may know who is calling and why, and just need to buy some time rather than waste time being forced to answer the caller right then and there. A single pane of glass to see who’s waiting and do additional things with callers. Direct Click Route them knowing who they are looking for etc without having to pickup.