https://store-images.s-microsoft.com/image/apps.60480.c38ef75f-d34d-49b2-b4d1-7aff7219a009.2cadba0e-385d-4637-8f5d-3186d5dca21f.35e9e99b-6289-4270-b119-d27ed64c35cd
Call Queue Extended (CQE) for Microsoft Teams
bởi Performance Metrics
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Contact Center Services for all Teams Enterprise Voice Users
VoiceQ365
A scalable way of overcoming the challenges of configuration, maintenance and overview of Call Queues, Auto Attendants and Microsoft Teams Agents.
Included Call Queue Extended – your ability to take action as a contact center and be a hybrid working place.
With a swipe, your internal agents have flexibility in managing whether a call should be answered in Teams or on another extension such as a mobile phone or legacy PBX, via our My-Agent app.
The solution offers a real-time dashboard to monitor your Call Queues and agents and offers CDR based historical reporting in Power BI.
Dashboard
- Combined presence overview on agents
- Agent presence on queues
- Opt-out overview on agents
- Number of active calls waiting in queue
- Count of calls per queue/Average waiting time/Capacity on queues
Reporting services
Power BI:
- Create and distribute your CDR reports
- Manage access to your reports via your own Power BI tenant
API:
Easily integrate your CDR data into your existing reporting tools through our REST-based services
Call Queue Extended (CQE):
CQE (a feature in VoiceQ365) is a native Azure and Teams service that extends the MS Call Queue featureset by offering call-back and position announcements.
Allow your end-users to answer calls from Call Queues in their Teams client or any other DDI extension or mobile phone.
- Contact center features without investing in a contact center solution such as:
- Historical Routing
- Position in queue announcement
- Call back service
- Customized greetings
- MyAgent app allowing:
- Opt-In / Out of CQE and the ability to change number from Teams to any DID/DDI.
- MyAgent Administrator
- Opt-In / Out of CQE and the ability to change number from Teams to any DID/DDI on behalf of an agent.
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https://store-images.s-microsoft.com/image/apps.46887.c38ef75f-d34d-49b2-b4d1-7aff7219a009.2cadba0e-385d-4637-8f5d-3186d5dca21f.d5fef3a2-0af5-4c87-a5c7-5df061696e88
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https://store-images.s-microsoft.com/image/apps.46517.c38ef75f-d34d-49b2-b4d1-7aff7219a009.2cadba0e-385d-4637-8f5d-3186d5dca21f.b8f279aa-9af3-4a31-bf57-92944d40261c
https://store-images.s-microsoft.com/image/apps.21750.c38ef75f-d34d-49b2-b4d1-7aff7219a009.2cadba0e-385d-4637-8f5d-3186d5dca21f.bbe8aeda-0582-463a-9fe4-4853ac280218