We have enhanced the PowerDialer for Salesforce with tabs for viewing multiple inbound records simultaneously. Records opened by an incoming call now open in a new tab rather than closing the current record.
Previously, the Inbound tab in the PowerDialer could only display a single record at a time. This presented a problem when an agent was wrapping up one inbound call, but was still available to take additional call -- if the agent received a new inbound call while wrapping up, the Inbound tab immediately displayed the new, incoming record, and left the previous one, discarding any unsaved work he or she was finishing. This caused a risk for lost data and discouraged agents from making themselves available to take additional calls while wrapping up, or to take the proper time to wrap up it thoroughly. The new Inbound tabs solves these problems.