A Queue or Auto Attendant can be selected from here to show full details on the Call Queues or Auto Attendant including individual agents performance. Microsoft Teams Call Queue / Auto Attendant summary pageĪ summary of all Microsoft Teams Call Queues and Auto Attendants is initially displayed with monitors showing Call volumes, Missed call volumes, Unused Call Queues and Auto Attendants and Overflow details. These are callbacks, queues call answering calls page list all call types for a selected date range and allows for filtering and sorting to ensure quick and easy access to only relevant data. Used to view trends over a user defined date range. With large fonts for text, the tiled monitors available in MAF ICIMS CC™ are ideal for use in an office based contact center environment where wall mounted monitors can display relevant information. The Microsoft Teams Presence status monitor displays real-time availability including employee picture and the color of the current presence status. Users select the layout and monitor types to show only the required information. MAF ICIMS CC™ presents information on screen with its user definable dashboards. The emphasis is on easy customization for each user and with the role based access this can also allow for agent self service.ĭashboard / Wallboard for Microsoft Teams We know that different users have different reporting requirements and a ‘one-size-fits-all’ reporting and wallboard solution is not suitable for a dynamic and modern workplace. MAF ICIMS CC™ presents information on screen and is designed to allow users to specify exactly what they see and how they will see it. Installation can be from the MAF Cloud or your own server which can be physical or cloud and is completed within hours. Simple installation, On-Prem/Self-Hosted or MAF Cloud The simple interface and user defined nature of MAF ICIMS CC™ ensure that only relevant information is presented to meet an employee’s unique requirements. Live presence status of each Teams agent will ensure you know agent activity at any given time maintaining the highest levels of productivity and ensuring agents are engaged in the correct activity. This would typically be applied in an office based contact center environment to motivate agents leading to an increase in productivity. Using the threshold feature available on the Teams Wallboard monitors adds a level of gamification. Viewing spikes in call handling times and missed calls give an indication that more resources are required this may be specific days of the week or times of the day. This is achieved through on going monitoring of call handling times including call backs where relevant. With an often dispersed workforce it is essential to ensure that customer service levels are maintained. The combined use of real-time and historical information ensures that Microsoft Teams Call Queues, Auto Attendants (AA’s) and SfB RG’s and Agents are all performing as expected and call handling times are at an acceptable level.
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