Teams PowerPack - CX: Functionalities and Features Available to Agents

Teams PowerPack - CX: Functionalities and Features Available to Agents

Agents are the backbone of your Teams PowerPack - CX, handling calls and interacting directly with clients. A sophisticated hunting mechanism ensures calls are distributed efficiently among available agents based on their Teams presence status and Teams PowerPack - CX skills.

Agent Components:

  • Microsoft Teams Client (Desktop or Web): Agents leverage their familiar Microsoft Teams client to receive and manage calls.
  • Wallboard: Provides real-time performance metrics for the Teams PowerPack - CX, allowing agents to stay informed.
  • Sidekick Desktop App: Streamlines call handling by displaying caller information, call history, and CRM/Desk integrations.
  • Callbacks: View and manage pending callbacks assigned to them.
  • Caller ID/Screen Pop: Identify incoming callers and access relevant customer data (through integrations) during calls.

Microsoft Teams Presence Status:

An agent's ability to receive calls is directly impacted by their Teams presence status, configured by an administrator. For example, if an agent is set to "Away" and the Teams PowerPack - CX only routes calls to agents with "Available" status, they won't receive calls until their presence changes.

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