Call center agents are the only people within an organization that function without an ongoing to-do list. Granted, agents need to complete specific tasks in order to close out a ticket or finish a case, but their primary responsibility is to field calls. Other activities -- reading communications, training, project work -- are scheduled and typically require additional headcount to ensure service levels are met. Providing a to-do list for call center agents seems like a nice-to-have, as their primary responsibility is to field calls. The most challenging part of creating the to-do list is gathering and prioritizing agents' tasks. With the right technology to find and aggregate time, an agent can be more productive that ever before.