Unlocking Teams Voice Application Insights with Power BI.

Many organisations have embraced Teams Phone and leveraged Voice Applications such as Auto Attendants and Call Queues to support contact centre lite style applications. These can include support queues, reception scenarios, and mainline IVRs. However, the out-of-the-box reporting and visibility provided by Microsoft Teams may fall short, leaving organizations with unanswered questions about agent utilisation, average wait times, and call answering SLAs. Many companies are tempted to consider 3rd Party solutions to fill this gap.

Fortunately, Microsoft has introduced a new reporting solution using the Voice Application Analytics Connector (VAAC) that seamlessly integrates with Power BI. In this session, we will explore the functionalities of these new reports and equip you with the knowledge to leverage them effectively.

Join us to discover:

• How to set up Power BI and gain access to these reports.
• The breadth of data covered by the reports, including call volume trends, agent performance metrics, and other business SLAs.
• How to address business questions using the data.
• Guidance on customising the reports to suit your organisation's unique requirements.

By the end of this session, you will be equipped with the tools and knowledge needed to unlock the full potential of Teams Voice Applications.