This would typically be applied in an office based contact center environment to motivate agents leading to an increase in productivity. Using the threshold feature available on the Teams Wallboard monitors adds a level of gamification. Viewing spikes in call handling times and missed calls give an indication that more resources are required this may be specific days of the week or times of the day. This is achieved through on going monitoring of call handling times including call backs where relevant.
With an often dispersed workforce it is essential to ensure that customer service levels are maintained.
The combined use of real-time and historical information ensures that Microsoft Teams Call Queues, Auto Attendants (AA’s) and SfB RG’s and Agents are all performing as expected and call handling times are at an acceptable level.
