call controls should be accept, hang-up, transfer, wrap-up. instead of text (on opened interactions), there shuld be a script (for calls) or chat or email thread.
I've completely redesigned the component to handle different interaction types with proper call center controls:
Call Controls (for calls only):
Interaction Types:
Key Features:
The interface now resembles a real call center system with appropriate controls and content for each interaction type!
call controls (all) should be available for all type of interaction types.
Now all interaction types (calls, chats, and emails) have the same call center controls available:
Control States:
The controls now work universally across all interaction types - you can accept a chat, transfer an email, or wrap-up any type of interaction. This makes the interface consistent for agents handling mixed communication channels!
when I click on wrap-up a modal should open