VoiceQ365

A scalable way of overcoming the challenges of configuration, maintenance and overview of Call Queues, Auto Attendants and Microsoft Teams Agents.

Included Call Queue Extended – your ability to take action as a contact center and be a hybrid working place.

With a swipe, your internal agents have flexibility in managing whether a call should be answered in Teams or on another extension such as a mobile phone or legacy PBX, via our My-Agent app.

The solution offers a real-time dashboard to monitor your Call Queues and agents and offers CDR based historical reporting in Power BI.

Dashboard

Combined presence overview on agents
Agent presence on queues
Opt-out overview on agents
Number of active calls waiting in queue
Count of calls per queue/Average waiting time/Capacity on queues

Reporting services

Power BI:

Create and distribute your CDR reports
Manage access to your reports via your own Power BI tenant

API:

Easily integrate your CDR data into your existing reporting tools through our REST-based services

Call Queue Extended (CQE):

CQE (a feature in VoiceQ365) is a native Azure and Teams service that extends the MS Call Queue featureset by offering call-back and position announcements.

Allow your end-users to answer calls from Call Queues in their Teams client or any other DDI extension or mobile phone.

Contact center features without investing in a contact center solution such as:

Historical Routing
Position in queue announcement
Call back service
Customized greetings

MyAgent app allowing:

Opt-In / Out of CQE and the ability to change number from Teams to any DID/DDI.

MyAgent Administrator

Opt-In / Out of CQE and the ability to change number from Teams to any DID/DDI on behalf of an agent.

Call Queue Extended (CQE) for Microsoft Teams

от Performance Metrics