Teams PowerPack - FAQs Core Functionality

Core Functionality

  1. What call data does Teams PowerPack Premium capture for Inbound vs. Outbound calls? 

Teams PowerPack Premium provides comprehensive data inbound calls. We provide some metrics to give you a complete picture of your call activity, including calling numbers, call duration, call wait time, and information about the call flow. 

 

On outbound calls you’ll see the dialed number, user placing the call and the call duration. 


  1. Can Teams PowerPack Premium tell me what my agents are doing throughout the day, not just when they're on calls? 
Our Teams PowerPack premium report is focused on metrics for Auto attendants and call queues, but still working on additional improvements to include more data centered on agents' activity. 

  1. Can I see exactly what happens to a call from start to finish? 

Teams PowerPack Premium lets you follow a call from the moment it starts until it ends. As we depend on Microsoft’s APIs if Microsoft provides information about the call, you will see the steps the call followed through your Teams environment 


  1. Can I get reports about how my call queues are performing? 

Yes, you can get detailed reports about your call queues with Teams PowerPack Premium. 

On the Home page, we have an intuitive dashboard that provides at-a-glance insights into your Teams call activity. Each report is designed to give you a quick overview of key metrics, such as the number of calls answered, not answered, and reached voicemail by auto attendant, and call queues. 

  1. How does PowerPack Premium help me understand call wait times and when callers give up? 

With our Teams PowerPack Premium view, you get a clear picture of call wait times and missed calls. Here's how: 

Detailed Wait Times:  

You'll see the "wait time" for each call, so you know how long callers are waiting in your Teams call queues. 

Missed Calls and Voicemail:  

We show you which calls went to "voicemail" and which were "missed," indicating potential "bounced" calls or callers who gave up. 

The status is categorized as Answered, Voicemail, and Missed. 

Call Flow Visibility:  

You can see the "call direction," "From" and "To" phone numbers, and the "call queue name," giving you context for each call. 

You can also see the “user who answered the call” 

Auto Attendant Insights:  

You can see the number of calls per auto attendant, giving you more specific data. 

  1. How do the reports I get with Teams PowerPack Premium compare to the standard Power BI reports from Microsoft for Teams call data? 

Teams PowerPack Premium offers significant advantages over the default Microsoft Power BI reports in terms of data availability, presentation, and organization: 

 

Simplified Call Details:  

Teams PowerPack Premium provides detailed call information, including "wait times," "call direction," "From" and "To" phone numbers, "call queue names," and the "user who received the call." While Microsoft Power BI offers call data, PowerPack Premium provides a much more simplified view of the call details.    

Clear Call Status Categorization:  

Teams PowerPack Premium clearly categorizes call status as "Answered," "Voicemail," and "Missed," providing immediate insight into call outcomes. This direct categorization may require more complex filtering or calculations in standard Power BI reports. 

Non-technical oriented: 

Teams PowerPack Premium is designed for ease of use, offering a streamlined presentation of call data. This reduces the expertise level required to organize and read the data compared to the more general-purpose Power BI interface.  

 


 


 


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