Explanation
History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5

Explanation
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5

Explanation
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified References: : Omni-Channel Utility Widget

Explanation
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5

Explanation
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5