![]() ![]() Quality of service reports helps queue managers to monitor the experience of customers dialing in. Talk time: Total talk time and the mean average.Ring time: Total ring time and the mean average.Calls: Number answered, % serviced and number answered per hour.This report shows you vital statistics for the agents logged into your call queues. The report also reflects calls made to ring groups and may include internal calls if the option “Include internal calls” is checked. By default, it will include Queue calls unless the option “Include Queue calls” is unchecked. The call distribution graph displays calls made to and from trunks, gateways, and bridges. When scheduling the report you can choose to include all calls or exclude internal/ external calls as required. The report automatically separates inbound and outbound calls, and then shows the combined total. The extension statistic report shows the answered/unanswered calls for a single agent or an extension range. When scheduling the report you can choose to include all calls or exclude internal/external calls as required. By default, it includes queue calls and can also show internal calls, if the option “Include Internal Calls” is enabled. The “User Activity Graph” shows the progress and activity of an extension, so a manager can see which are the busiest periods of the day, month, or year. They can help identify high achievers or those that might be taking it a bit too easy! User Activity Graph If not, I'm almost debating on having it so that when a user presses 1 for Sales for example, it just sends it to an external DID where I can use 3CX or something again instead or via Direct Routing even though that's clunky.Performance reports are used to monitor agent productivity whilst at work. Some solutions were $75 USD a user a month, which is more than I pay for all of Microsoft 365 and Teams Phone for a user, so it's hard to justify.Īre there any 3rd party add ons that are a bit better but that won't break the bank? Not looking for free or trying to be cheap, it's just hard to justify based on our usage. It's very minimal, but when we do get one we like to see details on it. I know there's several 3rd party add-ons, but our biggest issue is that we might get 1 call a day if that. I'm an admin so I don't take calls, yet if I go into any Teams channel for a queue it's completely empty and shows nothing, making that also useless. That only shows calls the user answered, and not ALL queue calls. We use the option where we assign a Teams channel as the queue to make it appear in Teams, but even that is useless. No one has any way of telling if someone is in a queue or on hold or anything. The built in reports seem bad, and everyone says use Power BI but that's so clunky just to be able to quickly log in and see "did anyone from the team answer that call or was it abandoned, and who answered it."Ĥ) Our biggest issue is the lack of visibility into anything. We used to use 3CX and had a whole switchboard app that would let you see the callers waiting in the queue, how long, who is available, who answered a call, who is talking, etc.ģ) Even when a call ends, it's really difficult to view details on it. Presence is always slow, so you can't trust the red icon or "In a call", plus it doesn't even say if it's "In a queue call" vs just a direct call making it not helpful. He will message that someone is on hold or looking for someone else, and everyone is always surprised as most times it just doesn't ring anyone.Ģ) Whenever it does ring everyone, if you miss the "Call answered by John Smith" in the notification, there's absolutely no way to know if someone got the call or is on it. 80% of the time when someone calls the queue, it only rings one user from my staff. I have presence based routing turned off. There's a few issues that we have that from what I understand, can only be solved with 3rd party add-ons:ġ) I have it set to do the attended routing I believe it is, where it should ring all members of the queue. It works great and we love it, but when it comes to call queues we are really struggling. ![]() ![]() We are a small business with 10 users and use Teams Phone with Operator Connect. ![]()
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