My company is recently using a variety of phone lines for various purposes. As a lean team, we don't group agents based on topic so each agent does answer different phone lines and different questions. I know you can label a phone line as "Topic A" or "Business Line B" but wondered if there were a better, clearer opportunity. Color-code the pop-up Talk box perhaps?

What are others thoughts on this? Apologies if this topic has already been discussed!