This guide details the functionalities and features available to Administrators within Teams PowerPack - CX solution. Administrators hold the highest level of access, granting them complete control over the Teams PowerPack - CX environment, user management, configuration settings, and integrations.

Administrator Access:

• Skill Management:
  • Create new skills for call routing.
  • Modify existing skill settings (title, active/inactive status, etc.).
  • Assign menu options to skills for call routing based on caller selections.
• User Management:
  • Add, edit, or delete user accounts within the Teams PowerPack - CX.
  • Assign user roles (Agent, Supervisor, Administrator, etc.).
  • Manage agent skill memberships (adding/removing agents from specific skills).
• Settings Configuration:
  • Modify various Teams PowerPack - CX settings, including:
    • Voicemail notification email address
    • Number of agents to attempt call transfer before voicemail
    • Voicemail prompt frequency
    • Time zone for call filtering in dashboards and reports (worldwide)
    • Service Level Agreement (SLA) target time
    • Presence-based call routing configuration (specifying which Teams presence statuses can receive calls)
    • Overflow and menu repeat intervals for calls on hold
    • Bypass menu option for direct skill routing based on caller selection
    • Agent timeout settings
• Text-to-Speech Audio Management:
  • Edit pre-recorded audio messages used throughout the Teams PowerPack - CX for greetings, hold messages, voicemail prompts, and menu options.
• Hold Music Management:
  • Upload and assign custom hold music for individual skills or use the default system hold music.

Admin Console Navigation:

The Settings screen allows Administrators to modify various Teams PowerPack - CX parameters. Settings can be edited directly through the interface.

Skills Management:

The Skills screen provides functionalities for creating, editing, and managing call routing skills. Each skill requires a title and can be configured as:

• Scored: Enables assigning a skill score to agents for weighted call distribution.
• Active/Inactive: Determines if the skill is currently used for call routing.
• Choice: Defines the menu option callers will hear when presented with a skill selection.

Users Management:

• Agent: Handles incoming calls and interacts with clients.
  
• Supervisor: Monitors agent performance, accesses reports, and may have limited call handling capabilities.
• Administrator: Holds full access to all Teams PowerPack - CX functionalities.
• SA: (Potential role: System Administrator) Manages overall system settings.
• SysCollab: (Potential role: System Collaboration) Manages user collaboration features within the system.
  

Agent Skills Enrollment:

• Agents by Skill: View agents assigned to a specific skill, including their score and active status.
  
• Skills by Agent: View all skills assigned to a particular agent, along with their score and active status.
  

Agents can be added to skills using the dedicated button. This process involves selecting the skill, agent, assigning a score (optional), and setting the active status. Existing skill memberships and agent information can also be edited here.

Audio Management:

The Audios screen allows editing pre-recorded Text-to-Speech messages used throughout the Teams PowerPack - CX for various purposes. These messages include greetings, hold prompts, voicemail options, and menu selections. Administrators can edit the content of these messages directly within the interface.

Hold Music Management:

The Hold Music screen allows associating custom hold music with individual skills. Administrators can upload audio files for specific skills, or skills can inherit the default system hold music.

Zoho Configuration:

This screen facilitates integrating Zoho CRM and Desk with the Teams PowerPack - CX. Here, Administrators can input Zoho API credentials to synchronize contact and ticketing data for enhanced agent functionality.

Admin Consent:

This section allows granting necessary permissions for Teams PowerPack - CX applications to function properly within the Microsoft 365 environment. These permissions are bundled and requested by service (Call Handler, Teams PowerPack - CX, Sidekick, Jobs). The Administrator will need to sign in with their Microsoft 365 Administrator credentials to grant these permissions.

By leveraging the comprehensive functionalities available within the Admin Console, Administrators can establish a well-configured and efficient Teams PowerPack - CX environment to optimize call routing, agent performance, and overall customer experience.

Call Routing:

The way that calls will be routed to Agents.

1. Default routes calls by score. When two or more agents have the same score, the call will be routed randomly among them.
   
2. Longest Idle routes calls by score as well, but when two or more agents have the same score, the call will be routed to the agent that has been in Available status for the longest time.