| Expected Wait Time/Place | SMS Standalone | Agent Profiles | Supervisor Custom Dashboard |
| Priority Routing | SMS WxCC Integration | Supervisor profiles | Supervisor Silent Monitor/Intercept |
| Lookahead Routing | Database Integration | Visibility to other teams etc. | Supervisor Agent Record |
| Callback | Workflows | | Supervisor State Control |
| Scheduled Callback | Work In Progress Items | | Supervisor/Agent Chat |
| Abandoned Callback | | | Supervisor to Agent Alerts (list) |
| Routing Algorithm | | | Agent Skill Level Routing |
| Agentless Routing | | | Phone Calling |
| Skills based Routing | | | Screenpop to WxCC Agent |
| Cherry Pick System-Phone/Email | | | Screenpop to CRM/UI |
| VIP Routing | | | Agent Automated Workflows (lighting bolt) |
| Voicemail Queueing | | | Workflow Items Basic ( non-integration) |
| Voicemail Pick System | | | Workflow Custom (integrated) |
| | | Workflow Per Channel |
| | | Agent Chat |
| | | Not Ready Reason Codes |
| | | Work State Timer |
| | | Call disposition/Wrap up Codes |
| | | Post Call Survey |
| | | Call Recording |
| | | Scrolling Marquee |
| | | Work from Home |
