Call Center REPORTS on Microsoft Teams | How To Setup & Use | Agent Performance, Abandoned Calls ++

[@CollaborationSimplified]

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[@kevinb7289]

great information. Thank you for sharing.

[@CollaborationSimplified]

Thanks for watching!

[@Mkt6040]

Thanks. This is very great info.

[@CollaborationSimplified]

Excellent - thanks for letting me know!

[@advmoto786]

Awesome. ❤ thanks bro.

[@CollaborationSimplified]

My pleasure!

[@Mkt6040]

Great video by the way. Only one drawback with this report is it doesn’t have caller ID details. So I don’t know which number called. Unless I’m missing something; is there a way the report could include phone numbers or callers? Note that I have direct routing.

[@CollaborationSimplified]

Hi, you're right - I don't see corresponding CLI in the native reports either. I'll ask around to see what options exist, good catch!

[@stephantrimm2803]

@@CollaborationSimplified any update on this?

[@Azoth5876]

Is there an option to add wrap up codes which the agent can select at the end of the call as a datapoint to show the topic of the call?

[@CollaborationSimplified]

Possibly via some customizations, but not out-of-the-box. I do agree that's a great feature to have.

[@Azoth5876]

@@CollaborationSimplified thanks. I think it's the biggest feature holding Teams back from being functional for a small or medium sized call centre. As a contact centre manager, im really only after basic agent performance numbers and wrap code data- the rest is just "nice to have"

[@CollaborationSimplified]

Thank you, this is great feedback. On the agent performance I think we're there on the historical side? Real-time will be coming with the Queues App - were you able to watch the video on that. Hopefully Queues app also addresses wrap up codes. Summer time. Thanks again!

[@Azoth5876]

@@CollaborationSimplified thanks yeah i think you've got the right agent performance data. Queues looks great! If it has wrap codes i think it would be viable for many orgs to use instead of paying megabucks for contact centre software from other parties.