This guide explores the functionalities and features of Teams PowerPack - CX Sidekick application designed for agents within the Teams PowerPack - CX solution.

Main Menu: Provides access to call history, caller information, and additional features.

• Menu: Toggles the left-side menu for quick navigation between Sidekick, Agents Skills, Callbacks, and Teams PowerPack - CX.
• Skills Opt In/Out: Allows agents to view and manage their queue assignments.
• Language Selector: Choose a preferred display language.
  
• Profile Picture: See which account is signed in to Teams PowerPack - CX at this time and Sign out if needed.

What's New?

• Current App Version: Identify the version of Sidekick you're using
  
• Latest Features: Stay updated on the newest functionalities introduced within the app
• Report an Issue: Easily report any problems you encounter while using Sidekick directly through Teams PowerPack website. Filing a report captures logs to assist troubleshooting and pre-populates the generated email
  

Accessing Features:

• Main Menu: Provides access to call history and caller information.
  
• Caller Information: Displays details retrieved from your integrated CRM tool.
  

Main Menu:

• Call History:
  • View a list of all successfully answered calls
  • Details include caller number, selected skill, and date/time
  • Selecting a call reveals additional information in the Caller Information section
  • Utilize the "Call X-Ray" option to analyze the call's routing path within the queue

Caller Information:

• This section displays CRM data synchronized by an administrator
  
• If synchronized successfully, you'll see details like caller title, company, phone number, and email address
• Two tabs are available: CRM and Desk
  • CRM: View existing opportunities related to the caller
  • Desk: View existing tickets associated with the caller
• If no information is found, add the caller as a new contact by clicking "Add new contact." This opens a window to access Zoho Desk or CRM for direct contact creation. (Note: New contact creation depends on user permissions. Contact your administrator for details.)
• Agents can also:
  • Add Opportunity (Zoho CRM)
  • Add Ticket (Zoho Desk)
• Refresh data using the "Refresh Data" button to display recent updates from your CRM/Desk tool.
  

Callbacks:

• This screen displays a list of callbacks generated from unanswered calls.

Callbacks Screen Sections:

• Date Range: Select the desired date range to filter displayed information
  
• Callbacks: View a list of all unassigned callbacks
• My Callbacks: See callbacks specifically assigned to you
  • Details include:
    • Date & Time (in your local time)
    • Skill associated with the call
    • Caller number
    • Call duration (HH:MM:SS format)
    • Voicemail playback option (if available)
    • Status (completed/not completed) - mark completed calls using the "Mark as completed" option.
• Selected Callbacks: View callbacks already assigned to other agents
  • The "Call X-Ray" option allows you to analyze the call's routing path within the queue
    

Callback Management:

• Administrators can assign callbacks to agents using the "Assign" option within each callback entry.
  
• Users and administrators can take callbacks for themselves using the "Take" option.
  

Caller ID & Screen Pop:

• Caller ID: When an incoming call arrives, Teams PowerPack Caller ID displays the caller's number and the associated call queue name. (Informational only; answer the call through the Teams app.)
  
• Screen Pop: Upon answering a call, the Screen Pop displays the Caller Information screen, providing access to synchronized CRM data about the caller
• Similar to the Call History, agents can use the "Create New Contact" option to access the CRM and create a new contact if necessary.
• Agents can also:
  • Add Opportunity (Zoho CRM)
  • Add Ticket (Zoho Desk)
    

By utilizing the features and functionalities explored in this guide, agents can leverage the Sidekick application to enhance their call handling efficiency and provide exceptional customer service within Teams PowerPack - CX.