Teams Power Pack

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Microsoft Teams Call Reporting
Plans & Features

Teams PowerPack Standard

Teams PowerPack Premium

The BlueSky Contact Center for Microsoft Teams

Basic Microsoft Teams call reporting using call detail records

Detailed Microsoft Teams call reporting including auto attendants and call queues

Advanced real-time Teams call reporting, monitoring, and analytics

Call reporting

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Displays data on the number of calls received, the duration of calls, the time and date of calls.
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.
Provides data on the number of calls in the queue, the average wait time for callers, and the number of calls abandoned by customers.

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Displays general data on the number of calls received, the duration of calls, the time and date of calls, the phone numbers of callers and call direction.

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Provides detailed information about calls handled by call center agents. The information includes the number of calls handled by each agent, the average duration of the calls, and other metrics.

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Allows the supervisor to visualize the call flow, step by step until call termination.

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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 skill selected.

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Displays live information about incoming calls in the contact center.

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Displays calls that were hanged before ringing on agents.

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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.

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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.

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Shows all calls that left a voicemail and require a callback in the specified period.

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Incoming call routing

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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.

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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.

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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.

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Plays custom music uploaded by the tenant administrator.

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Send the call directly to a specific skill instead of presenting a menu option for the caller.

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Transfer calls directly to a user’s voicemail inbox.

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ACD routes call to the most appropriate agent or department, ensuring that callers always reach the right agent.

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Allows to set up agents in a specific order to answer calls. Agents with lower score will receive calls first.

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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.

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Other

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Allows agents to easily screen inbound calls and make an informed decision when taking a call.

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Allows agents to opt in or opt out from a skill.

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Record inbound or outbound company calls for regulatory, compliance or quality management purposes.

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Allow the Agent to visualize existing information about the caller, based on the information saved in your CRM and Support Desk systems.

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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.

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Enables outbound calls to be placed from the Contact Center platform.

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Teams Power Pack Standard

Teams PowerPack Premium

The BlueSky Contact Center for Microsoft Teams

Advanced real-time Teams call reporting, monitoring, and analytics

Call reporting

.

.

.

Displays data on the number of calls received, the duration of calls, the time and date of calls.
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.
Provides data on the number of calls in the queue, the average wait time for callers, and the number of calls abandoned by customers.

-

Displays general data on the number of calls received, the duration of calls, the time and date of calls, the phone numbers of callers and call direction.

-

Provides detailed information about calls handled by call center agents. The information includes the number of calls handled by each agent, the average duration of the calls, and other metrics.

-

-

Allows the supervisor to visualize the call flow, step by step until call termination.

-

-

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 skill selected.

-

-

Displays live information about incoming calls in the contact center.

-

-

Displays calls that were hanged before ringing on agents.

-

-

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.

-

-

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.

-

-

Shows all calls that left a voicemail and require a callback in the specified period.

-

-

Incoming call routing

-

-

-

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.

-

-

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.

-

-

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.

-

-

Plays custom music uploaded by the tenant administrator.

-

-

Send the call directly to a specific skill instead of presenting a menu option for the caller.

-

-

Transfer calls directly to a user’s voicemail inbox.

-

-

ACD routes call to the most appropriate agent or department, ensuring that callers always reach the right agent.

-

-

Allows to set up agents in a specific order to answer calls. Agents with lower score will receive calls first.

-

-

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.

-

-

Other

.

.

.

Allows agents to easily screen inbound calls and make an informed decision when taking a call.

-

-

Allows agents to opt in or opt out from a skill.

-

-

Record inbound or outbound company calls for regulatory, compliance or quality management purposes.

-

-

Allow the Agent to visualize existing information about the caller, based on the information saved in your CRM and Support Desk systems.

-

-

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.

-

-

Enables outbound calls to be placed from the Contact Center platform.

-

-

What our clients are saying:

“With the information provided via Teams Voice reporting and analytics we were able to adjust our team’s approach to incoming work. Since transitioning to the new phone service our production has increased by approximately 30% over the last month!”

Mark Myers – Remote Services Supervisor Success Computer Consulting​

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