Real-time and historical insights into MS Teams Call Queues, Auto Attendants and Agent performance
Improve customer service with enhanced performance monitoring
Detailed, user-driven reporting, dashboards, and summary screens show performance metrics for Call Queues, Auto Attendants, and agents
'Lite’ Contact Centre Functionality
Clobba Flex creates a cost-effective alternative to Teams 3rd Party CC solutions, layering detail and reporting onto native Teams CC and AA functionality
Real-time and Historical Insights
Gain actionable insights into Teams CQs, AAs and Agent productivity, to allow informed performance strategy decisions to be made, improving operational efficiency.
Accompanying Gen AI Teams App
Our bot provides text or graphical key performance insights on CQs, AAs and Agents, in a natural, conversational language, all within the Teams client
How to build a dashboard in under two minutes!
This is how easy our Call Queues module is to use:
Just two examples here – how to build a dashboard and a real-time demo of the Gen AI Teams bot. Watch both videos in under five minutes!
Our Generative AI Teams bot in action
Complete visibility of Teams Call Queues, Auto Attendants and Agents
Clobba Call Queues (CQ) bridges the gap between Microsoft’s native Queues App and a full-blown Contact Centre.
For organisations who do not need a full Contact Centre suite, then Clobba CQ is that solution.
It improves Queue and Agent performance resulting in operational efficiency gains and an increase in customer satisfaction.
The intuitive UI / UX means users across the entire organisation can use it with confidence. Role-based access restricts visibility of certain data dependant on their roles from supervisors to agent level allowing for agent self-service.
The core UX principle is its user driven nature and as each user will have different reporting requirements, these can be configured at user level to meet these needs.
- Limited functionality natively through Teams and the Teams Queue App: The reporting and dashboard options are limited vs the feature set available in Call Queues. A full comparison of this is available on request.
- Underperforming or unutilised AAs and CQs: As organisations increase the usage of AAs and CQs many of the actionable insights are not easily accessible optimise performance.
- Low agent productivity: Without clear visibility of agent performance team leaders can be frustrated with a lack of insights to drive agent performance and motivation.
- Like for like reporting when migrating to Teams: As many organisation migrate to a Teams voice platform, they expect to have parity between the legacy platforms reporting availability and granularity.
- Improved Productivity: By providing detailed insights into call handling, Clobba CQ helps in identifying areas for improvement, leading to increased productivity and efficiency.
- Enhanced Customer Satisfaction: With better call management, customers will experience shorter wait times and more effective service, resulting in higher satisfaction levels.
- Cost Savings: Optimize Microsoft Teams and M365 licenses, reducing costs and ensuring that any MS investment is used to its full potential.
- Scalability: As organizations grow, Clobba CQ can scale with alongside, ensuring that they continue to get the most from their spend – plus we are MACC enrolled, so purchase via the Microsoft Marketplace counts against this commitment.
The Teams App is available to anyone with a Clobba CQ subscription.
It is not possible to purchase the Teams App only.
Bespoke dashboards, unique KPIs and drill-down data to individual call or specific users
Part of the Clobba Flex suite of products, Call Queues is our market-leading software that bridges the gap between the Microsoft Queues App and a potentially expensive contact centre solutions.
Why choose Clobba Call Queues
Top Features:
- Real-time and historical data visualization
- Configurable dashboard widgets including click through functionality
- Associated MS Teams app with agent and supervisor view and a generative AI Bot
- Configurable KPIs
Other key features of Clobba CQ:
- Queue summary page
- Queue detail page
- AA summary page
- Agent (User) detail page
- Call flows page
- Cradle-to-grave reporting
- Summary and detailed report templates
- Real-time agent status and presence reporting
- Scheduled reports
- User defined data retention period
- Includes a ‘lite’ version of the License Adoption module core features.
- Plus many more
“Code have been supplying our reporting and management tools for over 5 years and we couldn’t be happier with the product and the team over at Code. They followed us on our journey from SfB to Teams and Clobba has tangibly reduced costs and improved productivity throughout the entire organisation.”
Merlin Entertainment Group
Cost-effective yet comprehensive voice recording
Typically used for training, monitoring and dispute resolution and specifically developed for MS Teams it records inbound, outbound, internal, federated and conference calls. Built exclusively for MS Teams, Voice Recorder is a simple to use and cost-effective solution. It ensures the highest levels of customer satisfaction, and that employee performance is optimised. Paired with Clobba Call Queues or as a standalone module, it adds another layer of reporting detail to your MS Teams CQs and AAs.
Installed on your Azure servers your recorded call will never leave your environment and you define the call retention period. Recorded users must have a MS Teams Phone System licence which will allow recording of inbound, outbound, internal, peer-to-peer, federated and conference calls.
Common Business Challenges
- Lack of native Teams voice recording: It is only possible to record Teams meetings excluding any other call types.
- Data Management: Handling the storage, retrieval, and management of recorded voice data efficiently.
- Security: Protecting recorded voice data from unauthorised access and breaches.
- User Adoption: Encouraging employees to adapt to the new system and use it effectively.
Clobba Flex is a modular suite designed to optimise your investment in Microsoft Teams and M365 Licensing.
It offers a comprehensive solution to enhance productivity, reduce costs and increase operational efficiencies. Make informed business decisions, support training and upskilling efforts, monitor performance, and gain genuine usage insights. Click on the logos below to find out more about our other modules
Other Clobba Flex modules to help create your bespoke reporting and analytics suite
