Teams PowerPack - CX: Functionalities and Features Available to Supervisors

Teams PowerPack - CX: Functionalities and Features Available to Supervisors

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:
    • Date
    • Skill
    • Caller Number
  • Selecting a call reveals a detailed list of steps