Customer Expectation:
Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.

Current Limitation:
RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.

Benefits:
- Continuous Workflow: Agents can stay in one screen without breaking focus.
- Quicker Call Management: Immediate awareness of waiting calls enables faster pickup, transfer, or escalation decisions.
- Optimized Screen Real Estate: Avoids large unused spaces that could instead provide critical call data.
- Improved Agent Experience: Reduces navigation fatigue, particularly for high-volume contact centers.

Use Case:
In a busy support queue, an agent is handling one live call while another call has just entered the queue. With the current setup, the agent would need to switch tabs to check the queue, breaking their workflow. With a unified view, the agent can see both the active call and the queued call in real time, allowing them to anticipate follow-up actions immediately after wrap-up, without losing time to interface navigation.