TeamDesk

Small to medium-sized teams of 3-50 persons can be organised and evaluated using TeamDesk. All inbound calls to the team hotline are automatically or manually routed to a free coworker (team member) as fast as possible during defined office hours.

The coworkers plan their availability largely independently; team-wide status displays and information features help to detect and remedy bottlenecks. This process enables team leaders to maintain control while the evaluation of actions and times is the responsibility of the analyst.

Collaboration by and availability of teams are improved overall and the analysis by Analytics also offers the opportunity of further optimisation when handling hotline calls.

Information in this chapter:

• Requirements
• Groups
  • Creating and editing a group
    • General
    • Members
    • Permissions (role) in the group
  • Adapting a TeamDesk group hotline
    • General
    • Greetings and music files
    • Office hours
    • Holidays and absences (deviating business hours)
    • Threshold values for visual display in the client
    • Threshold values for the queue
    • Forwarding destinations
    • Assign team members
    • Advanced settings
  • Data acquisition and evaluation of the TeamDesk hotline
  • 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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