We are a loyal customer of your Teams phone service, and we appreciate the many features and benefits it offers for our communication needs. However, we would like to request two important functionalities that are currently missing or inadequate in your service: Parked Calls and Call Center Dashboard.
Parked Calls is a feature that allows us to place a call on hold on one device and pick it up from another device, using a unique code. This is very useful for scenarios where we need to switch devices, transfer calls, or collaborate with other agents. We know that you have some options for call parking in Teams, but they are not sufficient for our needs. For example, the Connect model requires us to use certified SBCs and Direct Routing, which adds complexity and cost to our infrastructure. The Extend model requires us to use Azure bots and Microsoft Graph Communication APIs, which are not easy to implement and maintain. The Power model, which promises to use an SDK to embed native Teams experiences in our app, is not yet available. We would like to have a simple and seamless way to park and retrieve calls within Teams, without relying on third-party solutions or complicated integrations.
The Call Center Dashboard is a feature that allows us to monitor and analyze the quality and performance of our calls and meetings, using metrics and KPIs. This is very important for us to optimize our network, troubleshooting issues, and improve customer satisfaction. We know that you have a Call Quality Dashboard (CQD) for Teams, but it is not designed for contact center scenarios. For example, CQD does not provide real-time data, agent-level reports, call recording, or customer feedback. It also does not support advanced analytics, such as sentiment analysis, speech recognition, or natural language processing. We would like to have a comprehensive and customizable dashboard that can provide us with the insights and tools we need to manage our contact center operations effectively.
We believe that having these two features as 1st party solutions in Teams would greatly enhance our experience and productivity as a contact center. We also think that these features would benefit many other customers who use Teams phone for their business communication. We hope that you will consider adding these features to your roadmap and prioritize their development. Thank you for your attention and support.
