South Cambridgeshire District Council - Reporting Solution for Microsoft Teams Direct Routing

Overview

A reporting solution is required for Microsoft Teams Direct Routing. The reporting solution must be able to provide detailed reports for MS Teams Auto Attendants, Call Queues & Individual Teams Telephony Users for both internal & PSTN calls.

Solution Capabilities

The solution must be able to report on the following statistics: Call Volumes, Call Duration, Queue Wait Times, Presence of Queue Members, Caller ID, Abandoned Calls, Missed Calls, Start-time/End-time, Visualisations of Call Legs (on-hold/presented/answered)

Data Presentation

Historical/Real-time Data must be presentable in pre-configured dashboards, as well as exportable to Excel. Reports must be able to be scheduled.

Accessibility

The solution will be used by Call Queue Team owners, Team Leaders & the Management team.

Ideally, we are looking for a managed service that once set up will allow the users of the system to serve themselves for any reporting needs, without having to rely on the Council's Shared IT Service for any regular data transfers.

The Councils are therefore looking for a suitably qualified and experienced supplier to provide this reporting solution.

The solution must be already in existence and a turnkey solution, being a commercially off the shelf solution.