We're using Queues app for managing inbound tech support calls and here's my 1 week initial feedback
Problems
- Important
- No wrap-up time
- No gap between calls, fatiguing and no time to finish a ticket on our ITSM, needing to prep in opting out when on a call that sometimes still allows a call to be delivered to the agent
- Audio bug
- If you're talking to a worker on an inbound call via Queues App but need them to share their screen to you, the audio stops/pauses until they stop sharing.
- Moderate
- Clearer Call Recipient Availability
- We need to see more easily who's ready to take a call
- For clarity on who's actually ready to take a call, the agent looking for their own status doesn't see themselves in the list of "opted in" staff, only their own status
- On top of this, it appears that those workers who are designated "Leads" also don't appear in the "opted in" list
- this list simply needs to show all staff available, if there's a need to itemise whose a Lead or not etc, this should be in addition and not at the expense of visibility as the Lead worker is obscured on whether they're opted in or not
- Blocking calls
- Unknowingly and without warning, if you choose a status other than available, you will not take a call even if you're "opted in"
- Or if your calendar syncs to your teams status and "in a meeting", it will do the same thing.
- Inadvertent availability
- If you forget to opt-out, you will start taking calls the next day until a senior changes your status
- Lack of Agents warning
- Other systems offer a pop-up if it transpires anytime there are no Agents available to take a call; more specifically, no-one on "Ready" or no-one Signed in
- You're not available to take a call
- If you've forgotten to Opt-in, there's no ongoing persistent indication of this status unless you drill into the App; that because there's not pop-out option for a more easily accessible way to view the App, you can lose track you're not "on the phones"
- Minor
Questions
- Calls can be recorded and it's announced to each party; but where are the recordings?
Feature enhancement suggestions
- Major
- Add Agent specific stats
- Seems unless someone downloads all the stats and uses Power BI, a worker is going to have to wait a while to have their performance made visible
- We need real-time dynamic stats
- Priority: average handling time, "AHT" as it were; other telephony solutions provide this by default, especially useful for managing performance and metric/KPI's. Show daily time as a minimum; add weekly/hourly if possible.
- Moderate
- Add ability to pop the App out in its own instance
- Other Apps (like "Shifts") allow this and would make faster navigation amongst all other taskbar items much easier
- For visibility on the reason why you're not "opted in" there should be some Queues specific categories for choosing so this broadcasts the reason; e.g. "Comfort break", "Admin", "Outbound calls", "Escalation work" etc or any other task - allow bespoke ones on top of any "by default" choices.
- Minor
- DDI accessibility
- Add option to automatically put the inbound DDI into clipboard, or add a button next to the caller's number to copy to clipboard
- For easier importing into ITSM etc
- Salutation
- Have a visible indication if there is a current (possible major incident related) IVR greeting active, and then allow any agent to play it rather than having to call their service desk number to listen
- Who's taking the next call?
- We can't see this and was a useful feature on our previous telephony solution
- When opening the App, it defaults to the "Calls" tab which is never what you need, you always want to go to "People" , so either to default to this or an option to configure a preference would be less jarring.
- Especially useful as you can't pop the app out for a more persistent view so have to reset to the "people" view every time you go away from it and return.
(i'll now submit this as feedback into Teams)
Microsoft