Features of the BlueSky Microsoft Teams Call Center
Without reporting and analytics, organizations have a lack of call data visibility which obstructs their ability to effectively and efficiently assist customers. By adopting the right Microsoft Teams Call Center, organizations will enhance agents’ productivity and lead to happier customers.
In our previous article we introduced the BlueSky Contact Center for Microsoft Teams, a solution built natively, using the Microsoft Teams technology stack, and designed for small and medium-size businesses. Here is the complete list of the BlueSky Microsoft Teams Call Center features:
The BlueSky Contact Center for Microsoft Teams features
| Feature Name | Function | Benefit |
| General Calls Report | Displays data on the number of calls received, the duration of calls, the time and date of calls, the phone numbers of callers, the skills of agents who handled calls, and the status of calls, such as answered or missed | Track and analyze phone system activity in a more granular and meaningful way. By filtering the data based on specific criteria, your organization can gain insights into the performance of their agents, the effectiveness of their call routing strategy, and the needs of their customers. |
| User call report | Provides detailed information about calls made by specific users within an organization. The information includes the number of calls made by each user, the duration of the calls, and the phone numbers of the callers | Monitor individual user performance, identify training needs, and improve call quality |
| Auto attendant call report | Displays detailed information about how many calls were answered, how many were abandoned, and how long callers waited before being connected to a live person | Track data on call volume, wait times, and call routing, to improve customer service, reduce wait times and minimize call drops. |
| Call queue call report | Provides data on the number of calls in the queue, the average wait time for callers, and the number of calls abandoned by customers | Allows real-time monitoring and management of call center performance for optimized staffing levels |
| Agents Report | Provides detailed information about calls handled by call center agents. The information includes the number of calls handled by each agent, the duration of the calls, and other metrics | Monitor agent performance, identify training needs, and improve call center operations |
| Missed Calls | Provides information on calls that rang but the caller hung up before an agent answered. The information includes the number of missed calls, their date and time, as well as the caller’s phone number and waiting location | Identify patterns in missed calls, adjust staffing levels, and improve customer service |
| Live Call Wallboard | Displays live information about incoming calls in the contact center | Monitor in real time the call load and agents’ performance to improve customer service and better decision making. |
| Track abandoned calls | Displays calls that were hanged before ringing on agents | Ensure wide accessibility of agents who are available to manage the call load by monitoring abandoned call rate |
| Not handled calls | Displays information about calls that were not answered or handled by an agent. This report track data on the number of Not Handled calls, the time and date they occurred, and the agents who were assigned to answer them. It includes all types of calls, such as missed, answered, and callbacks. | Identify areas where there may be staffing or training gaps, or where processes may need to be adjusted. This can help ensure that all calls are answered promptly and that customers receive the best possible service. |
| Dropped Calls | Shows all calls that were connected with an agent, but the call duration was equal to or less than 5 seconds. No matter if the call ended on either the caller’s or agent’s side | Gain visibility of call center performance |
| Call back & voicemail capabilities | Shows all calls that left a voicemail and require a callback in the specified period | Improve customer experience by allowing the incoming caller to leave a message if agents are unavailable |
| Cloud auto attendants | Lets you create a menu system that enables external and internal callers to locate and place or transfer calls to company users or departments in your organization | Route customer calls more efficiently and connect callers to the right resource much faster |
| Cloud call queues | Service that accepts customer calls, plays a greeting message, and then places these calls in a wait queue while searching a pre-configured list of agents to answer these calls | Improve customer experience by providing accurate data on the call waiting time which encourages callers to be in the line hence reducing the call abandonment rate |
| Presence-based call routing | Call routing strategy in which the “Available” presence status is used to determine whether an agent should be included in the call routing or not | Decrease call wait time for callers and prevent interruptions for agents already on a call |
| Music on hold | Plays custom music uploaded by the tenant administrator | Make the hold time seem shorter, reduce customer discontent while waiting, and increase caller retention rate |
| Auto attendant bypass | Send the call directly to a specific skill instead of presenting a menu option for the caller | Remove the interaction with an auto attendant and improve call wait time |
| Transfer to voicemail during a call | Transfer calls directly to a user’s voicemail inbox | Improve your first-call resolution rates and ensure a good customer experience at every touch point |
| ACD (Automatic Call Distribution) | ACD routes call to the most appropriate agent or department, ensuring that callers always reach the right agent | Focus only on callers who need direction on who to speak with or have an emergency requiring immediate attention beyond what your auto attendant options may offer |
| Score-based routing | Allows to set up agents in a specific order to answer calls. Agents with lower score will receive calls first | Improve customer service and help on agents’ training and performance |
| Discrete presence-based routing | Uses pre-selected presence status of call agents to determine whether an agent should be included in the call routing list for the selected routing method | Reduce call wait time by routing incoming calls to agents using different presence statuses and not only Available. |
| Desktop notifications | Allows agents to easily screen inbound calls and make an informed decision when taking a call | Boost call center productivity, as agents can perform other tasks on their computers and still be alerted to an inbound call |
| Skill opt in/out | Allows agents to opt in or opt out from a skill | Give agents the flexibility to opt in or out from a queue when it’s convenient for them to improve time management and reduce caller wait time |
| Native Teams compatibility | Provides a secure infrastructure by being built natively, using the Microsoft Teams technology stack | Enjoy a seamlessly, modern, secure, and consistent communication management experience with a contact center built from the ground up on the Microsoft Teams technology stack, without the need of external components to install or integrate |
| PSTN call-recording | Record inbound or outbound company calls for regulatory, compliance or quality management purposes | Ensure quality and general liability protection. In case of a dispute, call recording offer clarity on support resolutions and helps to boost employee evaluation, training, and quality management |
| Screen pop with application integration | Allow the Agent to visualize existing information about the caller, based on the information saved in your CRM and Support Desk systems | Streamline support and customer satisfaction by providing the agents relevant account details and customer records, agents will be able to resolve the customer’s issue in less amount of time |
| Custom configuration/services | Allows to display callers’ additional information if the callers’ number is already registered in an organization’s CRM. This feature will be limited to specific CRM platforms | Enrich unique customer interaction insight with data you maintain within your corporate systems |
View the full comparison table here.
The BlueSky Contact Center for Microsoft Teams
Modernize your operations and standardize all company communications on a single platform
The BlueSky Contact Center for Microsoft Teams
Modernize your operations and standardize all company communications on a single platform
The BlueSky Microsoft Teams Call Center Sidekick
This is an application included in the BlueSky Contact Center which enables agents to have a clearer view of the incoming call activity. Agents can use the Sidekick for the following features:
- Call History
- Callbacks
- Caller ID & Screen pop
This BlueSky Contact Center Sidekick is included within the BlueSky Microsoft Teams Call Center plans, at no additional cost.
Start taking advantage of the information and insights gained from each customer interaction. Click here to request a free demo!
Sign up to learn more
Get news, updates, and insights about Microsoft solutions, technologies, and best practices.
Share This Story, Choose Your Platform!
Related posts
The BlueSky Contact Center for Microsoft Teams
Modernize your operations and standardize all company communications on a single platform