Teams Calling Cards Defined

Teams Calling Cards Defined

Agent Activity by Queue

View a summary of agent activity in each call queue, including number of calls offered, answered and missed, as well as the average talk and answer times. Use this card to understand call activity within call queues. (Data: Phone calls in call queues.)

Call Queue Overview

Review in-depth analysis of call queues to understand activity, missed and unreturned missed calls, average network quality, talk and answer time and service levels. Use this card to compare call queues in line with service levels to maintain customer satisfaction. (Data: Phone calls in call queues.)

Call Queue Summary

In-depth analysis of phone call activity in a single call queue. View total calls and how many were answered, missed and unreturned. Missed calls can be managed by understanding how many are returned and if they are returned within the target time. Also detailed are longest waiting time, average answer time, grade of service, percentage calls answered and average network quality. Use this card to maximize customer satisfaction by maintaining service levels in a call queue. (Data: Phone calls in call queues, in line with target SLAs.)

Call Queue Summary by Agent

View a summary of agent activity in a call queue, including number of calls offered, answered and missed, as well as the average talk and answer times. Use this card to compare agent activity within a call queue, to identify successes and identify training needs. (Data: Phone calls in call queues.)
Total hourly phone calls answered and missed for a selected call queue, group or agents. Use this card to view hourly call distribution and how many calls are missed each hour to manage resource levels in busy periods. (Data: Phone calls.)

List Calls by Agent

View call details for each agent, including call queue membership, calling number, date/time, status, duration, answer and talk time and average network quality. Use this card to monitor agents or call queues, or to sort columns to drill to the detail and compare performance. (Data: Phone calls in call queues.)

List Calls by Call Queue

View call details for each call queue, including agent, calling number, date/time, status, duration, answer and talk time and average network quality. Use this card to monitor call queues or agents, or to sort columns to drill to the detail and compare performance. (Data: Phone calls in call queues.)

List Missed Calls

List missed calls, the calling number, date/time, call queue and agent. Use this card to identify missed calls within a certain timeframe. This list provides the detail needed to see where calls are being missed, ensure calls are returned and ultimately helps to keep customer experience levels high. (Data: Missed phone calls.)

List Unreturned Missed Calls

List missed calls that have not been returned by the caller or agent. View the calling number, date/time of last call, call queue and if the call is outside of target response time. Use this card to identify missed calls that have not been returned and sort the list to view those that are outside of target response time or those that can still be returned within your chosen target response time. This list provides the detail needed to maximise customer experience levels. (Data: Unreturned missed phone calls.)
View the total answered and missed calls by ring time duration. Use this card to understand how long callers will wait before abandoning their call. (Data: Phone calls.)

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