QueuePilot

Gain Full Visibility into Your Call Queues - Without Teams Premium

Do you lack insight into what’s happening in your call queues right now? How many callers are waiting, and which agents are logged in? Are you missing the ability to follow up with callers who abandoned the queue? Do you need a group-based call journal that consolidates contacts in one place?

QueuePilot is the solution you’ve been looking for - embedded directly in Microsoft Teams and without requiring a Teams Premium license. It provides agents with a clear dashboard view of the current group status and live call queue situation, including:

• Number of callers in the queue
• Number of logged-in and available agents, including their presence status
• Key KPIs such as service level, total calls, wait times, and talk times

The highlight: QueuePilot delivers a group-based call journal that goes beyond a simple call history list. It intelligently groups and consolidates callers, showing how often they’ve called and their current follow-up status. Agents can initiate callbacks for missed calls directly from the app, and the entire team can track progress in real time.

For supervisors and management, the QueuePilot web portal offers advanced analytics, including:

• Trends in service quality and call volume over time
• Overview of answered, missed, and dropped calls
• Call distribution within the group
• Calls transferred from other groups
• Average and maximum wait times during the reporting period
• Agent login times

Key Features at a Glance:

• Dashboard for call queue agents with essential KPIs on service quality and group status
• Group-based call journal with consolidated caller information
• Visible callback status for all team members
• Enhanced statistics on group performance