Teams PowerPack - CX: Availability Report
Accessing Availability Report
Availability Report is a new feature found under Teams PowerPack – CX > Reports. This feature allows Administrators and Supervisors to visualize at a glance the Teams Presence status of all active Contact Center Agents for any given date.
- Log in to your Teams PowerPack - CX portal
- Navigate to the left-hand menu on the "Reports" section
- Select "Availability Report"
Agent Presence & Performance Overview
Upon accessing the "Availability Report" view, you will be presented with a comprehensive overview of your Contact Center Agents' Teams presence status for the selected date.
- Date Selection: Utilize the Date Picker at the top of the report to select the specific date you wish to analyze. The report will dynamically update to show agent presence for that day
- Agent Presence Grid: This grid displays the Teams presence status (e.g., Available, Busy, Away, Do Not Disturb, Offline) for all active Contact Center Agents throughout the chosen date
Detailed Agent Insights
When you select an individual Agent from the main presence status grid, two new, detailed reports will dynamically display below the primary overview. These reports provide deeper, granular insights into the selected agent's activity and performance.
Activity Heatmap
The Activity Heatmap provides a visual representation of an agent's call activity distribution across the selected date.
- This heatmap uses varying color intensities to indicate the periods when the agent spent more time engaged in calls.
- Benefit: This visual tool helps Administrators and Supervisors quickly identify an agent's peak activity periods, assisting in understanding workload distribution and informing potential adjustments to schedules or task assignments
Calls Time Per Skill Dashboard
The Calls Time Per Skill Dashboard offers a detailed breakdown of the time an agent spent on calls associated with specific skills.
- This dashboard aggregates and displays call duration data, categorized by the skills (e.g., Sales, Support, Technical) attached to those interactions
- Benefit: This report is invaluable for contact centers utilizing skill-based routing. It allows for the precise assessment of an agent's proficiency and call volume distribution across their assigned skill sets. This data can inform targeted training initiatives, skill proficiency assessments, and ensure efficient routing of calls to agents with the most relevant expertise
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