QueuePilot - The Call Queue App for Microsoft Teams
What is QueuePilot - Introduction
Gain Full Visibility into Your Call Queues - Without Teams Premium
Do you lack insight into what’s happening in your call queues right now? How many callers are waiting, and which agents are logged in? Are you missing the ability to follow up with callers who abandoned the queue? Do you need a group-based call journal that consolidates contacts in one place?
QueuePilot is the solution you’ve been looking for - embedded directly in Microsoft Teams and without requiring a Teams Premium license. It provides agents with a clear dashboard view of the current group status and live call queue situation, including:
Number of callers in the queue
Number of logged-in and available agents, including their presence status
Key KPIs such as service level, total calls, wait times, and talk times
The highlight: QueuePilot delivers a group-based call journal that goes beyond a simple call history list. It intelligently groups and 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, and the entire team can track progress in real time.
For supervisors and management, the QueuePilot web portal offers advanced analytics, including:
Trends in service quality and call volume over time
Overview of answered, missed, and dropped calls
Call distribution within the group
Calls transferred from other groups
Average and maximum wait times during the reporting period
Agent login times
Key Features at a Glance:
Dashboard for call queue agents with essential KPIs on service quality and group status
Group-based call journal with consolidated caller information
Visible callback status for all team members
Enhanced statistics on group performance
Check out the product page on our website! You’ll find plenty of helpful details, sales insights, and downloadable resources to explore.
How it works
QueuePilot by aurenz is a multi-tenant cloud service. The solution consists of a Cloud Service Portal, which allows you to connect to and configure your Microsoft M365 environment. In addition, the Service Portal provides access to advanced statistics.
QueuePilot also includes a Microsoft Teams App. This app can be loaded into the Teams client of Call Queue agents, giving them direct access to QueuePilot dashboards and call journals within Teams.
Provisioning QueuePilot SaaS is very straightforward:
Complete the onboarding process to gain access to the QueuePilot Service Portal.
Assign the appropriate role to the QueuePilot app in the Azure portal
Register the QueuePilot Teams App through the QueuePilot Service Portal.
Enabling QueuePilot for call queues and agents in the QueuePilot Service Portal
The following chapters describe the onboarding process in detail.
Getting started
Step 1 - Onboarding Process
The aurenz QueuePilot is a cloud service which connects smoothly to your Microsoft Teams tenant. To enable the SaaS for your tenant, please follow the onboarding link that you got from aurenz. Alternatively, you can start the onboarding process via the Microsoft AppSource Marketplace by ordering the QueuePilot SaaS there. In both cases you need to log in with an admin account during the onboarding process which starts right after the AppSource purchase process was finished. Please start the onboarding process by clicking “Start now!” in the window that appears after your purchase is successful. The onboarding will enable the SaaS for your tenant.
The account you use for the onboarding has to have the user rights to grant the necessary permissions for the app registration in your tenant. Please login with an appropriate account. The QueuePilot Service requires the following application permissions:
If you’re not sure if your account has the required permissions, you can try to login. If you don’t have the required permissions, your login will be denied and you can login again with a different account.
Here are some notes on specific permissions:
Read and write all applications
This permission is required to register the Teams App (a Service Principal needs to be created). This permission can be revoked after the registration is complete (Step 3 in the next section).Read all applications
This permission is used to check whether the Teams App is already registered.Read all call records
This permission is required to retrieve CallRecords.The remaining permissions are needed to display users and related information.
After successfully logged in with an admin account of your organisation the onboarding process was completed and the service is ready to use. Just follow the instructions on the welcome page:
Log in to the QueuePilot Service Portal with the following URL: https://portal.queuepilot.aurenzcloud.de/
If after logging in, the QueuePilot Service Portal displays a message that says the onboarding process was not completed please see the solution in the section Troubleshooting.
Before you start configuring in the QueuePilot portal, please continue with step 2 first.
Step 2 - Assign Teams Communications Administrator Role to QueuePilot Portal Enterprise App
To access the Call Queue data and configuration, the azure Enterprise App, registered in your Microsoft EntraID tenant in Step 1, requires the administrator role “Teams Communications Administrator. This has to be done manually. Please perform the following steps:
In the Azure portal, go to Microsoft Entra ID, then navigate to Manage → Roles and administrators (try this link), and enter “Teams Communications Administrator” in the search field and then click on the entry to open it.
Then press Add assignments and enter the App name (service principle) “aurenz Queue Pilot Portal” into the search field. Select the entry and press Apply.
Now that the required permissions have been granted through the admin role assignment for the QueuePilot Service Portal app, you can verify whether the Call Queue configuration can be successfully retrieved:
in the QueuePilot portal navigate to the Home site and press Test permission.
If everything works as expected the Home site shows the following:
Step 3 - Register QueuePilot for Microsoft Teams App
Next, the Teams app needs to be configured. To do this, click Register Teams App in the QueuePilot Service Portal Home site (the portal will indicate whether the Teams app has already been registered).
A new registration process will now start, similar to Step 1, this time for the QueuePilot Teams app. Please sign in with an admin account and confirm the requested permissions.
Upon successful registration, a corresponding success message will be displayed:
If all registration steps were completed correctly, the QueuePilot Service Portal home page should appear as follows:
Step 4 - Enable QueuePilot App in Microsoft Teams Clients
Open Microsoft Teams App and click the Apps icon on the left side bar. Search vor QueuePilot and select it. Click Add.
Complete QueuePilot configuration
Enable Call Queues for this service
If you want to use a Call Queue for the QueuePilot service, you must first enable it under Configuration. Select the appropriate Call Queues, then choose the action “Enable selected call queue(s)” from the combo box above the list. Click “Apply action for selected call queue(s)” to activate the service for the selected queues.
Licensing Note: Licensing is user-based. It does not matter how many Call Queues an agent is assigned to - each agent consumes only one license. When selecting Call Queues, as long as licenses are available, all agents in the group will automatically be licensed, unless the user is already in the user list and explicitly marked as not licensed.
Enable agents for this service
In the user list, all agents from the Call Queues selected for this service in the step before (see section "Enable Call Queues for this Service") will appear. As long as licenses are available, all agents in these Call Queues will automatically be licensed. If you want to exclude individual agents from this service, you can explicitly remove their license.
If the available licenses are not sufficient for all agents in the selected Call Queues, the agents will still be added to the list, but no license will be assigned to them, and they will be marked as “not licensed.” In this case, once you have increased the number of available licenses, you must manually assign the free licenses to those agents.
To add or remove licenses, select the appropriate users from the list. Then, in the combo box located in the list header, choose the desired action and apply it accordingly.
You can filter the user list by Call Queues by selecting the desired Call Queue in the combo box on the far right. The list will then display only the agents belonging to that queue.
Use the “Add User Manually” button to add a user who is not assigned to any Call Queue. This option is required when you want to designate an additional administrator who can access the QueuePilot Service Portal but is not an agent in any Call Queue. For more details, see the next chapter.
Define additional administrator users
Initially, the user who completed the onboarding process is also the administrator user for the QueuePilot Service Portal. However, it is recommended to designate at least one additional user as an administrator in the User/Licensing section.
Click the “Add User Manually” button and select the user to whom you want to assign the Administrator role. You can also grant an agent the Administrator role in addition to their existing role. In the user list, use the “Edit” button on the right to select the “Administrator” role for that user.
The “Administrator” role also includes the “User” role. This means that if an Administrator is licensed and assigned to a Call Queue, the user can also access the QueuePilot Service in the Teams app.
An Administrator user does not need to be licensed to access the QueuePilot Service Portal.
Service hours definitions
For calculating KPIs related to service quality, it is advisable to consider only activities that occur during defined service hours. Calls outside these hours, such as those forwarded to voicemail, would distort the results. Therefore, service hours can be defined and assigned to the respective call queues. Please edit the default or add service hours entities in section Service hours in the QueuePilot Service Portal.
Work with QueuePilot
QueuePilot for Teams App
When you open the QueuePilot Teams App you can choose between 4 tabs:
CallQueue: Shows a detailed tile with key KPIs for each call queue you are registered with. Below the tiles there is the call journal with information about caller number, status (abandoned, answered) and agent that answered the call.
Overview: similar to Call Queue but with minimized tile for each call queue. This view is useful if you are registered in many call queues and want a quick overview of all of them. You can rearrange the order via drag and drop, and this order is also used in the ‘Call Queue’ display.
CallList: This tab shows the call list of all calls for all the Call Queues you are registered for. This is the same list, but you can evaluate further back in the past.
Info: This tab shows some general information.
The dashboards themselves are fairly self‑explanatory. The call journal, however, is worth examining in more detail:
As you can see in the screenshot, missed calls, red entries, from the same phone number are grouped together and displayed as a single entry in the list. The Calls column shows you how many individual call attempts are included in this consolidated entry. The idea behind this is to provide an efficient way to call these customers back. This means that no matter how many times the caller failed to get through on that day, returning the call once is sufficient.
Each entry includes two action buttons: Calls and Change status:
When you click on Calls button, a detailed view for this entry opens. It displays all call attempts made from that phone number. You can update the callback status directly within this view (it is the same as you click Change status button in the call list). If the call has already been returned, the returned call will be listed as well:
The color of the grouped entry depends on the callback status: green indicates that the callback was successfully completed, yellow means the callback is in progress, and red shows that the call has not been returned.
The call list is updated with a delay and becomes visible roughly 30 minutes after a call has ended. The reason for this delay is the time Microsoft requires to provide the call detail records.
QueuePilot Call Log
The call log provides the ability to search for specific calls during troubleshooting. By double-clicking an entry, a window opens displaying the call data exactly as provided by Microsoft. This can be helpful for validating the interpretation of the data.
QueuePilot Statistics
The QueuePilot Service Portal provides insights into the performance of your call queues. Analyze your service level, waiting times, internal call handling within the group, and call volume trends throughout the day. In the section Analytics - Call Queue select the Call Queue and date you want to analyse. Click Submit to apply the settings.
The section Analytics - Agents provides insights into the performance of your call queue agents.
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