Call control
Call control is a premium feature in Compass that can control your desk phone. Functions like answering a call, putting a call on hold, and transferring a call can be performed without touching the phone. The DTMF input functionality is also available on supported Yealink phones. From now on, you never have to touch your phone again, like an easy-to-use remote control.
Listen-in
How it works
With Compass Bridge, our contact center app, supervisors can easily see and listen in on their agent’s calls. With one click a supervisor is able to join an active conversation while being muted. In turn, the agent is notified when their active call is being listened in to and by whom (when using Bridge).
Note: To be able to listen in on conversations, a supervisor needs to have “company change” permissions and have “Listen in API” enabled in Compass.
Cherry-picking
Queue Call Pickup, or in other words “Cherry-picking”, is a Compass (Bridge) feature, with which it is possible to pick up any waiting call from a queue. Even if that call is not first in line. You don’t need to be an agent in the queue you pick from. Having the right technology, in order to successfully reduce queue times is the ultimate goal to help improve customer service.
Wrap-up time
How it works
In Compass, there is a configurable wrap-up feature that allows for a short break after each call. If an agent is getting a call from a queue, after hanging up, but they want to have time to process the call, they can enable the amount of time in which to not receive upcoming calls and be put into “busy mode”. When enabled, the wrap-up timer is automatically triggered after hanging up a call and will be ended after a preset time (duration of the wrap-up timer is adjustable per queue). An agent can also actively choose to break out of wrap up and take calls earlier. To enable wrap-up, an agent needs to have the wrap-up feature enabled on user level and wrap-up duration needs to be set for the particular queue.