Directly integrated into Microsoft Teams – no Teams Premium license required.
The app provides agents with a clear dashboard view of the current group status and live queue situation, including:

• Number of callers waiting
• Number of logged-in and available agents, including presence status
• Key KPIs such as service level, total call volume, wait times, and call duration

For supervisors and management, the QueuePilot web portal provides advanced analytics, including:

• Trends in service quality and call volume over time
• Overview of answered, missed, and abandoned calls
• Distribution of calls within the group
• Forwarded calls from other groups
• Average and maximum wait times during the reporting period
• Agent login times

QueuePilot delivers a group-based call journal that goes far beyond a simple call list.
It intelligently consolidates callers, showing how often they’ve called and their current follow-up status. Agents can initiate callbacks for missed calls directly from the app, while the entire team stays up to date with real-time progress.