This guide explores the functionalities and features available to Supervisors within the Teams PowerPack - CX solution. Supervisors have access to a wider range of tools compared to Agents, allowing them to monitor performance, analyze call data, and gain valuable insights into the Teams PowerPack - CX´s overall health.
Supervisor Components:
- Microsoft Teams Client: Supervisors leverage their familiar Teams client for communication and basic call management.
- Wallboard: Provides real-time performance metrics for the Teams PowerPack - CX, enabling Supervisors to make informed decisions.
- CX - Sidekick: While Supervisors can access Sidekick, its primary functionalities are geared towards agent call handling.
- Callbacks: Supervisors can view, manage, and assign callbacks to optimize call resolution.
- Dashboards: The Supervisor's home screen offers a comprehensive overview of the Teams PowerPack - CX´s performance across various metrics.
- Reports: Supervisors can access detailed reports to analyze trends, identify areas for improvement, and measure team effectiveness.
Dashboards:
The Dashboard provides a quick snapshot of key Teams PowerPack - CX performance indicators (KPIs). Supervisors can filter data by various timeframes (Today, Current Week, Last Week, Last Month) to gain insights into historical trends. Key modules displayed on the Dashboard include:
- Calls Volume: Visualizes call volume by hour or day, allowing for analysis of peak call periods.
- % SLA: Shows the percentage of calls answered within the designated service level agreement (SLA) timeframe.
- % Time: Represents the percentage of time an incoming call spends in the hunting queue compared to the actual call duration with an agent (talk time).
- Calls Statistics: Presents a graphical report of calls processed during a specific hour or day.
- Agents: Provides details on individual agent performance, including total calls, answered calls, not handled calls, and average answer speed.
Leveraging Reports for Deeper Insights:
Reports equip Supervisors with in-depth data to analyze daily Teams PowerPack - CX operations and agent performance.
Report Filters:
- Date Range: Filter reports to analyze data for up to the past year.
- Skill: Select a specific skill to view associated call data.
- Report Type: Choose the desired report format based on the information you need.
- Search Function: Easily locate specific data points within reports.
- Exporting Reports: Supervisors can export reports in Excel format for further analysis or sharing.
- Call X-Ray: Gain detailed insights into the call routing path within the queue for individual calls.
Available Report Types:
1. Calls Report:
- Provides an overview of all calls within the specified date range.
- Includes details such as call status (answered/unanswered), skill, call time, caller information, assigned agent, hunting time, and call duration.
2. Agents Report:
- Offers metrics and KPIs for all agents.
Provides insights into:
- Agent
- Total Calls
- Answered Calls
- Not Handled Calls
- Average Answered Call Percentage
- Average Not Handled Call Percentage
- Average Talk Time
- Average Connecting Time
3. Missed Calls Report:
Calls that rang on an Agent but were not answered before the caller hung up.
- Includes details like date, skill, caller number, and call duration.
4. Abandoned Calls Report:
- Shows all calls that were ended by the caller at any point during the interaction.
- Provides data on date, skill, caller number, and call duration.
5. Dropped Calls Report:
- Lists all calls that connected with an agent but had a call duration of 5 seconds or less (regardless of call termination by caller or agent).
- Includes information on date, skill, caller number, and call duration.
6. Callbacks Report:
- Shows all calls with voicemails requiring callbacks within the specified period.
- Provides details such as date, skill, caller number, call duration, voicemail availability, callback assignee, and callback status.
7. Not Handled Calls Report:
- Presents a detailed call flow for unanswered calls, including agents who received call notifications but did not pick up.
- Offers information on date, skill, call number, voicemail availability, and assigned agent.
8. Call X-Ray Report:
- Allows Supervisors to visualize the step-by-step journey of a call until termination.
- Differs from other reports with filters for date range, skills, agents, and call type.
- Supervisors can view all calls routed to a specific skill and choose individual calls for inspection.
Data displayed includes:
- Selecting a call reveals a detailed list of steps