Let’s say you’re an operator. Every day you receive hundreds of calls. You have to place them on the right queues and transfer them to your colleagues as fast as possible to avoid congestion. You have a large number of corporate and external contacts, and sometimes, when you least expect it, you receive an urgent call that you wished you’d recorded so as not to lose essential details.
Imagine how simpler your job would be if everything worked most easily and intuitively.
When you receive a call, you see the contact’s name, number, and photo. Plus, the country’s flag immediately tells you where he or she is calling from.
After cheering your customer, you can drag&drop the call to your colleague, or, if he’s busy, put it on hold or queue it on his extension, maybe leaving a note. And when, out of the blue, the important call I mentioned earlier comes in, no sweat: you can trigger Call Recording directly from your Attendant Console, and use the start/stop option to skip sensitive data (avoiding a head-on collision with the well-known GDPR!).
Besides, to know if your colleagues are busy, you don’t have to take a walking tour of the office: all you need to do is taking a look at their presence status. In case they’re busy, you can notify them of a call and choose a ready-to-send template with the name and number of the person calling, so that they can deal with it as soon as they’re available.
Finally, when it’s time to take a break, just choose a pause reason among the available options and lock your PC session. Blue’s Attendant Console will automatically switch to pause state, so you stop being logged on a queue when you are away even if you forgot to change your presence status.