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 team members 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 XPhone Connect Analytics also offers the opportunity of further optimisation when handling hotline calls.

A TeamDesk group comprises members with various roles within the group (team member, team leader, analyst) and the team hotline (central phone number).

If you are a member (or leader or analyst) of TeamDesk groups, the hotline for each group is shown under My hotlines in the contact list; apart from the possibility to select presence status, the TeamDesk status can also be set for team members:

In TeamDesk status ready (green), calls on the hotline can be routed to the team member depending on the configured distribution scheme.

In Logged off status (grey), calls on the hotline cannot be routed to the team member and routing during the follow-up time (yellow) is paused. The follow-up times can be activated automatically (e.g. for 3 minutes after the end of a call) or manually.

Various status displays (KPI - Key Performance Indicators) indicate availability of the hotline; in the above example, two coworkers each are available for the EMEA and DACH hotlines (ready) and there are no callers waiting in the queue.

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