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Call Queue Extended (CQE) for Microsoft Teams

di Performance Metrics

Contact Center Services for all Teams Enterprise Voice Users

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.


In uno sguardo

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