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Microsoft Unified Communications and Collaboration

Quick and easy access to Microsoft Teams collaboration
use across an organization
Analytics Reporting
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Skype for Business

Reporting, Analytics and Voice Recording for Microsoft Teams and Skype for Business

The ReflectR suite of solutions delivers, in a single application, a Microsoft Teams advanced analytics, reporting, and voice recording tool. This can monitor and manage multiple elements of even the most complex Teams environments. Microsoft Teams as a true enterprise Unified Communication and Collaboration solution has been growing steadily over recent years. With the recent surge in numbers of home workers, the adoption of Teams has accelerated exponentially; recent figures released by Microsoft show a growth of 70% of daily active users. The rapid shift to enable a home workforce has presented many organizations with challenges around business continuity and ensuring employee productivity levels are at a satisfactory level. Insights into productivity levels are now at the forefront of many organizations reporting requirements, whether these are Teams Call Queue and Auto Attendants, agent call handling statistics, or the general visibility of call analytics. Using the Microsoft Teams analytics dashboard gives the user insights into Teams usage.

"The need for a configurable Microsoft Teams analytics tool delivering business insights has never been greater for IT admins and heads of business alike"

Voice recording

ReflectR VR is a simple to use and affordable Voice Recording solution for Microsoft Teams and Skype for Business which is typically used for training, monitoring, and dispute resolution.

USER ADOPTION

User adoption is essential to the successful deployment of Teams and Skype for Business. ReflectR is used to drive the adoption and highlight areas requiring further education and training within an organization.

Call costs

Focusing on Microsoft Teams call analytics, it is possible to upload carrier call tariff tables to enable departmental billing and ownership and management of call costs.

QUEUE & AUTO ATTENDANT

Microsoft Teams Queue and AA reporting has become an essential element of ensuring business continuity with a remote workforce to maintain SLA’s and the highest levels of customer satisfaction.

Productivity

The advanced Microsoft Teams reporting available ensures that the workforce, regardless of location, is working as efficiently as possible and retaining business continuity.

Capacity Planning

SIP trunk utilization can be viewed, leading to informed decisions being made on purchasing more trunks or canceling redundant ones.

Device Management

ReflectR DM presents an inventory of users and associated headsets, ensuring the adoption and on-going use of approved headsets. Headset firmware can also be managed with ReflectR DM.

Call quality

Monitoring call quality information is key to maintaining the highest levels of service delivery, both internally and externally.

Room system usage

As room system use increases, the ROI and use need to be analyzed. ReflectR reports show these details where a room system is an “endpoint” within Teams.

DID Range management

ReflectR RM enables the management of multiple DID ranges with a “single pane of glass” view where moves, adds, and changes of DID’s can be applied, new ranges added and alerts generated when a range is nearing capacity.

Customization is at the heart of ReflectR allowing users to define exactly what business insights are presented

Dashboards

Giving a snapshot view on a single day, users can select relevant dashboards with details on user adoption, call quality, employee productivity, Teams queue, and AA performance and SIP trunk utilization. Filters can be applied at the organization level to home in on specific business areas.

Trend analytics

The ability to look at trends over a defined date range is available with ReflectR where filters can also be applied at OU level. These monitors ensure user adoption, call quality, and service delivery are at acceptable levels and can include multiple data sources, for example to monitor the transition to Teams from Skype for Business.

REPORTS

Fully automated, the reports can be filtered and sorted to ensure only the required insights are being delivered. The report designer adds another level of customization allowing the user to create their own report templates from scratch.

On-screen data dissection

We understand that the need for quick filtering and sorting to access relevant data is a key element to an efficient reporting tool and have included Calls and Conference pages for on-screen reporting and data dissection.

Search-based reporting

The quickest way to get to detailed information is by using the search feature. Simply search on an employee, queue or number and you will be taken to the relevant information.

Security policies

An unlimited number of user policies can be defined, restricting access at both organizational and feature level. ReflectR also supports Microsoft Single Sign-On.

AD INTERGRATION

ReflectR can automatically import a company’s organization structure allowing for filtering and reporting at specified OU levels.

Proactive alerts

Users can set thresholds on certain call parameters such as call cost, duration, ring-time, or call error code. An email is triggered and sent as soon as the call is terminated, allowing for a proactive response.

Our Solutions

ReflectR

Reporting and analytics for Teams and Skype for Business giving quick and easy access to relevant information through search-based reporting and user-defined dashboards and automated reports.

Reflect MT

Analyze the performance and usage of the Teams within your organization. Visibility of user and individual Teams activity ensures the technology has been successfully adopted and the associated business benefits are being realized.

Reflect RT

User-defined live calls wallboards and presence reporting specifically for Skype for Business Response Groups. Used to drive performance and productivity gains for agents and the associated RGs.

Reflect VR

Cost-effective and simple-to-use Voice recording for Teams and Skype for business. Typically used for training and monitoring purposes and dispute resolution.

Find out first hand how our MS solutions can help you save money, increase productivity and grow customer satisfaction