TeamDesk

TeamDesk is a hotline management system for intelligent call distribution to ensure maximum availability and customer satisfaction. Calls are distributed to registered team members of the respective TeamDesk hotline according to various distribution strategies. Calls are transferred depending on business hours; if this is not possible, various overflow scenarios can be set up. Team members can be available in one or more hotlines, the assignment is made by the Team leader or the administrator. They also have the option of managing their availability themselves, which can be linked to the XPhone Presence status. The follow-up time can either be selected manually by the team members or set automatically by the administrator

TeamDesk also offers a comprehensive evaluation function (Analytics), which makes it possible to identify bottlenecks and workloads of the hotlines and team members and to analyze service levels. The analysis is carried out via the role Analyst.

Hint

Further information can be found in the chapter Roles.

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

Information in this chapter:

• Use
• Roles
• Distribution strategies

Have you found an mistake on this page?

Or is something not formulated well or too vague? Then we look forward to receiving an e-mail, preferably with a suggestion for improvement, to doku@c4b.de. Thank you very much!