QueuePilot
作者 Aurenz GmbH
Monitor call queues and track caller follow-ups and missed calls using group-based call journal.
Gain Full Visibility into Your Call Queues - Without Microsoft 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 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
How to get started:
This App requires a QueuePilot SaaS subscription. Please sign-up to the subscription in Microsoft AppSource.
After successfully signed-up please configure the SaaS as described
in our Online Documentation in the QueuePilot Service Portal:
If you need assistance, please contact our support: QueuePilot Support Page.
Shortcuts:
应用功能
- 可通过 Internet 发送数据
- 此应用可访问活动邮件中的个人信息，例如电话号码、邮寄地址或 URL。无法读取或修改邮箱中的其他项目。有关如何管理和处理个人信息的更多详细信息，请查看开发人员的隐私策略。