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Great video by the way. Only one drawback with this report is it doesn’t have caller ID details. So I don’t know which number called. Unless I’m missing something; is there a way the report could include phone numbers or callers? Note that I have direct routing.
@@CollaborationSimplified thanks. I think it's the biggest feature holding Teams back from being functional for a small or medium sized call centre. As a contact centre manager, im really only after basic agent performance numbers and wrap code data- the rest is just "nice to have"
Thank you, this is great feedback. On the agent performance I think we're there on the historical side? Real-time will be coming with the Queues App - were you able to watch the video on that. Hopefully Queues app also addresses wrap up codes. Summer time. Thanks again!
@@CollaborationSimplified thanks yeah i think you've got the right agent performance data. Queues looks great! If it has wrap codes i think it would be viable for many orgs to use instead of paying megabucks for contact centre software from other parties.
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Your question may have already been answered or you can start a new conversation to ask our experts.
great information. Thank you for sharing.
Thanks for watching!
Great video by the way. Only one drawback with this report is it doesn’t have caller ID details. So I don’t know which number called. Unless I’m missing something; is there a way the report could include phone numbers or callers? Note that I have direct routing.
Hi, you're right - I don't see corresponding CLI in the native reports either. I'll ask around to see what options exist, good catch!
@@CollaborationSimplified any update on this?
Thanks. This is very great info.
Excellent - thanks for letting me know!
Awesome. ❤ thanks bro.
My pleasure!
Is there an option to add wrap up codes which the agent can select at the end of the call as a datapoint to show the topic of the call?
Possibly via some customizations, but not out-of-the-box. I do agree that's a great feature to have.
@@CollaborationSimplified thanks. I think it's the biggest feature holding Teams back from being functional for a small or medium sized call centre. As a contact centre manager, im really only after basic agent performance numbers and wrap code data- the rest is just "nice to have"
Thank you, this is great feedback. On the agent performance I think we're there on the historical side? Real-time will be coming with the Queues App - were you able to watch the video on that. Hopefully Queues app also addresses wrap up codes. Summer time. Thanks again!
@@CollaborationSimplified thanks yeah i think you've got the right agent performance data. Queues looks great! If it has wrap codes i think it would be viable for many orgs to use instead of paying megabucks for contact centre software from other parties.