Gain business insights with Microsoft Teams call analytics

Gain business insights with Microsoft Teams call analytics

Microsoft Teams serves as a crucial platform for efficient communication and collaboration. However, the lack of comprehensive call analytics poses challenges for managers seeking valuable insights to optimize team performance and productivity.

Robust Microsoft Teams call analytics report are essential to empower managers to make informed decisions and improve communication, ultimately driving better business outcomes.

 

How to choose the right call analytics tool?

Choosing the right call analytics solution for Microsoft Teams involves considering options that are specifically designed to integrate seamlessly with the platform.

Look for solutions that provide an easy-to-use interface as well as daily and historical reporting. Ensure data security and compliance with Microsoft’s guidelines, evaluate user-friendliness, and explore free trials or demos to test the solution’s compatibility with your organization’s needs. Additionally, seek a provider that offers excellent customer support and training resources to maximize the benefits of the call analytics tool for Microsoft Teams.

 

What are your Microsoft Teams call analytics report options?

In your search for the ideal call analytics tool tailored for Microsoft Teams, it’s essential to know which features are non-negotiable and that seamlessly adapt to the unique needs of your business.

Call Detail Records (CDR) – Basic Microsoft Teams voice reporting

Microsoft Teams provides a comprehensive user activity report via CDR, which includes 30 days of data by default. With BlueSky UC’s CDR, you can access detailed reports of your Microsoft Teams PSTN calls for up to 90 days, through an enhanced client portal, at no additional cost on our Direct Routing plans for Microsoft Teams.

Reports include:

      • General calls report: 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.
      • Users report: Detailed information about calls made by or to specific users within an organization, such as number of calls made by each user, duration of the calls, and caller ID.
Advantages:
      • Included at no additional cost in BlueSky UC’s Direct Routing plans for Microsoft Teams
      • Native reporting of your Teams data
      • Up to 90 days of data
      • User-friendly interface
Disadvantages
      • Basic Teams call analytics
      • Lack of visibility of call queues and auto attendants reporting
Call-Detail-Records
BlueSky UC - Call Detail Records (CDR)

Teams PowerPack – Call Analytics – Detailed Microsoft Teams voice reporting and analytics

While Microsoft Teams offers some insights into your call activity, there are times when this information might be limited in scope. With Teams PowerPack you can monitor call performance and quality by user or department.

Reports included:

      • General calls report: General data on the number of calls received, duration of calls, time and date of calls, caller ID, and call direction.
      • Users report: Detailed information about calls made by or to specific users within an organization, such as number of calls made by each user, duration of the calls, and caller ID.
      • Auto attendants report: Detailed information on how many calls were answered, how many were abandoned, and how long callers waited before being connected to a live person.
      • Cloud queues report: Data on the number of calls in the queue, average wait time for callers, and the number of calls abandoned by customers.
Advantages:
      • Powerful search and filtering tools
      • Quick access to data and insights
      • User-friendly interface
      • Easy to deploy, learn, and use
      • Native reporting of your Teams data
      • Business metrics and technical performance data through a single pane of glass
Disadvantages
      • Lack of call routing and live monitoring features
Teams PowerPack - Call Analytics Dashboard
Teams PowerPack - Call Analytics Dashboard

The BlueSky Contact Center for Microsoft Teams – Advanced real-time Teams call reporting, monitoring, and analytics

For small and midsize organizations, the BlueSky Contact Center for Microsoft Teams is a game-changer. Built exclusively using Microsoft Teams voice technology, Teams bots, and Graph API, this platform offers a modern and efficient communications management experience.

It includes features like screen pop with third-party application integration, reporting and analytics, custom call routing, and real-time wallboards.

With excellent technical support, businesses can extend Teams Enterprise Voice to their call centers and become more responsive to customer needs.

Microsoft-teams-real-time-call-live-wallboard

The BlueSky Contact Center for Microsoft Teams live wallboard

Reports and features included:

1. Extend Teams Enterprise Voice to your call center

2. Manage performance activity

          • Real-time wallboard
          • Supervisor dashboard
          • Reports & analytics

3. Become more responsive to customers

        • Sidekick screen pop connected to your CRM, Helpdesk or line of business applications
Advantages:
      • Built exclusively using Microsoft Teams voice technology, Teams bots, and Graph API
      • Enjoy a user-friendly UI
      • Just one week from kick off to go live
      • Designed and priced for small and midsize organizations
      • Easy to deploy, learn, and use
      • Native reporting of your Teams data
      • Business metrics and technical performance data through a single pane of glass

Disadvantages

      • Lack of artificial intelligence (AI) features

 

Enable Microsoft Teams voice analytics

The right call analytics solution for Microsoft Teams should seamlessly integrate with the platform, offer user-friendly interfaces, provide daily and historical reporting, and prioritize data security and compliance with Microsoft’s guidelines. It’s crucial to explore free trials or demos to ensure compatibility with your organization’s specific needs and look for a provider that offers exceptional customer support and training resources.

If you are ready to begin the process of integrating Microsoft Teams call queue reporting, all you need to do is book a demo.

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