TeamDesk

TeamDesk is a hotline for direct telephone contact with a company, organization or service provider. TeamDesk is often used for support, advice, customer service or technical assistance. TeamDesk hotlines can be available around the clock or only at certain times, depending on the purpose of the hotline.

TeamDesk hotlines are available in various areas, such as

Reception:

For the main number published by the company (classic reception).

Technical support:

For help with problems with devices or software.

Customer Service:

For questions about products, services or orders.

Emergency hotlines:

For urgent situations such as medical emergencies or crisis intervention.

With TeamDesk, small to medium-sized teams of 3-50 people can be organized and evaluated. All incoming calls to the hotline are automatically transferred to a free employee (team member) during business hours based on a distribution strategy defined by the TeamDesk administrator.

The Team members plan their availability largely independently, team-wide status displays and information functions help to identify and resolve bottlenecks. The Team leaders have control over this process, and the actions and times are evaluated via the role Analyst.

Overall, collaboration and accessibility of teams are improved, and the analysis by XPhone Connect Analytics also offers the possibility of further optimization in the handling of hotline calls.

Hint

You can find full instructions on how to set it up and the requirements in the Configuration of TeamDesk chapter.

Information in this chapter:

• Groups
  • New group or edit
    • Edit groups
    • Edit hotline
  • Delete
  • Global TeamDesk settings for all team members
• Analytics
  • Features
    • Description
  • Analytics Settings
    • General
    • Data protection
  • Settings at the XPhone Connect Client

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