Communications & Performance Analytics
CyReport for Microsoft Teams
Manage your business communications performance & uncover data insights with CyReport for Microsoft Teams
- Measure your performance so you can manage it
- Identify and reward top performers amongst your workers
- Deliver the highest experience for your customers
Select number of users
Save 10% by paying annually
Communications & Performance Analytics
CyReport for Microsoft Teams
Prices are + GST/Tax in applicable countries
Add 'CyReport for Microsoft Teams' for Reporting & Analytics on business performance, activities, QoS, and more
- User performance & utilisation
- Call Quality Analysis
- Full range of reports for powerful analysis
- Drill down to meeting organiser & participants
- Report by call modality including call, meeting, video conference, screen share, etc
- Powerful Report Generator
- Operates from within the Teams user interface or pop out for side-by-side operation
You can order CyReport directly from Cytrack or purchase via the Azure marketplace.
Embrace the future of business communication with Microsoft Teams & Cytrack CyReport Business Intelligence Reporting
Microsoft Teams + Cytrack CyReport is a best-in-class solution accommodated for the cloud environment.
Microsoft Teams provides agility, flexibility and simplicity on top of Microsoft’s proven technology of leading business communications, integrated with Cytrack’s award winning customer experience & collaboration software solutions.
Whatever your business size, information and reporting on your communications is essential – ‘what gets measured, gets managed’ !
Get informed on the who, when and how, of your Microsoft Teams communications
CyReport interfaces with your Microsoft Teams tenancy to gather metadata on your business communication performance. It then provides an array of insightful dashboards and reports, empowering your business intelligence analysis.
- How long are customers waiting to be answered?
- Are customers abandoning or overflowing to back up queues/voicemail?
- Can you compare individual agent statistics to identify and reward top performers?
- Are your staff happy and motivated? Use CyReport to analyze sentiment, team emotion and participation!
- How many chats are happening daily, what are the teams responses?
- And more – just see for yourself and get your window into your Microsoft Teams business interactions.
Teams Performance
- Telephony Analytics
- PSTN / Teams Calling telephony usage.
- Agent Statistics.
- Call Queue group statistics.
- Wide range of powerful reports.
- Video Conference Analytics
- Report by specific internal and/or external participants.
- Chats
- Number of chats & Chat mentions.
- Chat Type (in channel, group or 1-on-1).
- Chat Sentiment and Emotion Analysis reviewing reactions like heart, sad, angry, laugh, surprise etc.
- Call Quality of Service.
- Channel optimisation – review when a channel was last updated or used.
Call Queue Leader Boards
- ‘Gamify’ the teams experience.
- Motivate and reward key performers.
- Compare performance amongst the team.
Powerful call queue reporting for Microsoft Teams
Cytrack CyReport is designed for the cloud with a modern web user interface to deliver a wide range of performance and analytical reports.
Use the Report Designer to create your own reports or select from the professional range of included reports.
Set reports to be emailed automatically on your schedules and delivered directly to your email or into Teams channels, or run ad-hoc reports and create your own filters for deep analysis of your business and team performance.
Use the full functionality of Microsoft Teams by sharing reports into Teams channels and setting customisable tabs containing dashboards and reports specific to that team.
Dashboards provide a range of statistical tools and displays.
Business Benefits
- Measure and improve staff efficiency, productivity and customer service
- Increase profitability by tracking and controlling costs
- More accountability due to divisional cost allocation
- KPI management to enhance service levels
- Manage your key business metrics better by utilising our configurable web based Dashboard with real time indicators and alerts
- Performance, grade of service, team or individual
- Schedule monthly, hourly, daily by e-mail, or shared Teams channel
So much that can be analysed!
User & Call Queue Analysis
- Agent Statistics
- Call Queue group statistics
Range of report services including
- Call Results by Agent for Answered, Voicemail and Unanswered
- Call Results by Queue for Answered, Voicemail and Abandoned
- Call Queue Duration Analysis
- Agent Ring and Call Duration Analysis
- Answered and Unanswered Call Analysis
Media Analysis
- Participants and organiser of meetings
- Modality type
- Video Conference Reports showing participants and run reports to show how many meetings had external participants.
- Number of chats
- Chat mentions
- Chat Type (in channel, group or 1 on 1)
- Does the chat have attachments
- Are chats flagged as important
- Chat Sentiment and Emotion Analysis by reviewing reactions like heart, sad, angry, laugh, surprise etc
- When was a channel last updated or used (useful for determining which channels to close or archive)
- Teams Call Device Usage Report
Teams Integral Integration
- CyReport runs right within your Teams interface, or pop out the tab so that you can float it on top of your desktop
- Embed workgroup specific dashboards into Teams Channels
- Embed workgroup specific reports with autorefresh rules into Teams channels, such as a list of all abandoned callers who must be contacted back
- Set Thresholds Alerts, such as no agents available, abandoned rate over grade of service, etc to be sent as adaptive cards to specific Teams users or Channels
- Set scheduled reports to be sent as adaptive cards into specific Teams users or Channels
Monitor the pulse of your organisation with Microsoft Teams reporting
Microsoft Teams is the place for your team and partners to come together to meet, chat, call, and collaborate.
We help you monitor, manage and improve these interactions seamlessly through the Teams platform.
Improve visibility and accountability of your users
CyReport makes the right Microsoft Teams insights available to the right people at the right time. We help your teams remain accountable to each other and boost performance by presenting usage data in real-time dashboards.
Review the Quality of Service (QoS) your users are experiencing within Microsoft Teams
Your users are likely working across many different sites and/or within the office, mobile while on the move, remote and from home. Connection quality can affect the experience of the user and even more importantly your customers. By using the powerful CyReport QoS filters and reports your IT team can identify trends and review which users are receiving the poorest service.
Track and improve team performance against KPIs
What gets measured gets managed. CyReport for Microsoft Teams helps you monitor the Key Performance Indicators that drive your business and test the impact of strategies to improve them. For example, if First Call Resolution (FCR) is a key indicator of good customer service, we help you quickly see the percentage of calls resolved first time, who the most effective agents are and the impact of new call scripts for operators.
Uncover communication blindspots across your organisation
Whilst many users will embrace the power of MS Teams capabilities, some will inevitably resist and not use it to full potential. CyReport helps you discover these blindspots and support your team to drive efficiency.
Fully integrated reporting, analytics and dashboards
It’s time for you to act on the facts. Cytrack’s CyReport for Microsoft Teams reporting offers a business-wide reporting solution for all users within your organisation’s Microsoft Teams environment. Key features include:
- A wide range of customisable BI dashboards to access real-time sales and service data
- Intelligent bots monitor service levels and provide proactive issue alerts
- Powerful report designer and generator for detailed analysis
- Auto-scheduling of reports to the right people in your organisation
- Fast and simple search functions to drill down into the insights you want
Frequently asked questions
Can I upgrade or downgrade my CyReport Analytics plan at any time?
Yes, you can upgrade or downgrade your plan at any time to suit your business needs. Changes will take effect in your next billing cycle, with pro rata billing adjustments applied for the current cycle. Please note, a one-month commitment is required for upgrades.
What kind of support can I expect with CyReport Analytics?
All CyReport Analytics plans include a comprehensive issue resolution support package, offering access to our customer service team, extensive online resources, and interactive troubleshooting guides. Additionally, we provide assistance for the app and other modifications through our support credit system, which allows you to purchase support credits for services such as additional training.
How does CyReport Analytics secure my data?
Data security is a top priority at CyReport. We employ industry-standard security measures, including data encryption, secure data storage, and strict access controls to protect your information both in transit and at rest.
How do I get started with CyReport Analytics?
Getting started is easy! Visit our webpage and click the link to purchase from the marketplace or order directly through Cytrack. Alternatively, you can buy it via the Azure Marketplace.Once registered, you’ll have access to all the tools and resources needed to begin analyzing and optimizing your business communications.
Does Cytrack charge extra for tracking chat messages?
No, Cytrack itself doesn’t have separate charges for chat messages. However, tracking chat messages within Cytrack Teams depends on your existing Microsoft Teams licensing plan.
How does Microsoft Teams licensing affect Cytrack Teams chat tracking?
Cytrack leverages Microsoft Teams for chat functionalities. Microsoft Teams licensing policies determine the number of chat messages you can track.
What happens if I need to track more than 500 chat messages?
The free tier of Microsoft Teams allows tracking of up to 500 messages (as of April 2024). If you need to track more, you might incur additional costs depending on your chosen Microsoft Teams plan.
How do I find out the cost for tracking more than 500 chats?
Microsoft offers various Teams plans with different chat message tracking capacities. To understand the cost implications for exceeding 500 messages, you’ll need to review your current Microsoft Teams licensing plan. Referring to the Microsoft Teams add on licensing article will help determine any additional costs associated with increased chat message tracking.
Who can help me understand Microsoft Teams licensing for chat tracking?
For queries regarding Microsoft Teams licensing, please contact your Microsoft Licensing partner. They can provide detailed information and assistance tailored to your specific licensing needs and how it integrates with your CyTrack plan.
What training options are available to help my team use CyReport Analytics effectively?
We offer a range of training options to help you and your team get the most out of CyReport Analytics. This includes eLearning courses, technical guides, live webinars, and the option for personalized training sessions conducted by our experts.
IT Security
Security and privacy begin with the way data is handled, stored and protected. Cytrack cloud services are hosted in Microsoft Azure and provide the highest level of stringent specifications for securing customer data and information and ensuring customer privacy. Reduce costs and complexity with our highly secure cloud foundation managed by Microsoft including multilayered, built-in security controls and unique threat intelligence from Azure that helps identify and protect against rapidly evolving threats, as well as continuous protection with deeper insights from Microsoft Defender for Cloud.
Take advantage of multi-layered security provided by Microsoft across physical datacenters, infrastructure, and operations in Azure. Gain from the state-of-art security delivered in Azure data centers globally. Rely on a cloud that is built with customized hardware, has security controls integrated into the hardware and firmware components, and added protections against threats such as DDoS. Benefit from a team of more than 3,500 global cybersecurity experts that work together to help safeguard your business assets and data in Azure.
Click the button below for more details on our IT Security Management
Why Cytrack is your trusted Microsoft Teams partner
Our track record of success with Microsoft
We have enjoyed a partner relationship with Microsoft since 1995.
Our system integrations
Cytrack can also integrate more than 100 leading business apps and in-house solutions to ensure you get most value from your wider systems. See all of our integrations here.
Our cloud services support
Our Cytrack Azure Cloud Platform Management services ensures the Cytrack Cloud infrastructure allocated to your business delivers what you need, so you can focus on your priorities – your product and your customers.
Our customers take advantage of a proactive service that ensures security, performance, availability, cost and compliance are monitored and managed effectively.
Our professional services
Cytrack Professional Services help you optimise your investment, through our portfolio of services, ranging from planning, designing, and implementation to project management, ongoing support, and consulting.
See more about our professional services here.
Ready to learn more about powering up your Microsoft Teams organisation?
- Call Plans
- Choice of PAYG or Unlimited Call Charge Plan** REFER TO Fair Use Policy — Cytrack's CTS carrier class SIP service
- Number PortingFree service to port your numbers to your new Teams service (in business hours)
- Dedicated phone number (DID) linked to Office 365Each user gets a dedicated DID number for your Teams account
- 1300/1800 ServicesWe offer 1300/1800 toll numbers at great rates including geo-routing services
- Reporting Features
- Teams Internal & External Call ReportingAnalytical information and reporting in calls made via Teams both internal and external[15]
- Teams Meetings ReportingReport on meetings held in Teams including duration, frequancy, identify participants and more[15]
- Teams Chat ReportingReport on Teams chats — chat type, attachments, chat flagged as important, and chat sentiment analysis[15]
- Teams Quality of Service ReportingReport on quality of the voice service for calls made in Teams between users[15]
- Extension Level ReportingAnalytical information and reporting on extensions
- Billing ReportsReports where a charge can be applied to services using the inbuilt powerful tariff manager
- Traffic ReportsReports that provide utilisation and performance levels such as answer times, unanswer times, engaged times, etc
- Summary ReportsA range of reports across all types that provide analytical summy of the itemised data, including charge zones, answer times, directory, extension, day etc
- Frequency ReportsReports showing the frequency of services by extension, directory options, user, time bands by selection etc
- Trend ReportsTrend reports analyse data to reveal patterns, forecast trends, and support informed decision-making
- Agent ReportsAdd CyDesk to your solution and report on logged in/out presence and advanced performance analysis
- Call Queue ReportsAnalyses call handling metrics, showing wait times, call volumes, and agent performance.
- Dashboard (User level historic data)Provides a detailed view of individual user activity over time, helping track performance trends and identify usage patterns.
- Dashboard (Call Queue Real-Time Information)[2]Offers up-to-the-minute insights into call volumes, wait times, and agent statuses to help manage call flow and optimise response times.
- Reports SchedulerAutomates the generation and delivery of reports at specified times, with options to customise the timing and selection of reports.
- Custom Report GeneratorAllows users to create tailored reports by selecting specific data points and metrics.
- Alerts by Teams Adaptive Cards into ChannelsDelivers real-time notifications directly into Microsoft Teams channels, using interactive cards for clear, actionable updates that can be customised based on the thresholds set.
- Embed reports & dashboards into Teams customisable tabsAllows to embed a report or dashboard into any chat or channel in Teams by clicking the + button and adding it as a customisable tab.
- SMS services — Dashboard and threshold alerts[4]Sends critical updates and performance notifications based on the thresholds set directly to mobile phones via SMS.
- Desktop Unified Communications
- PC-based Call Control[3]Make calls, answer, transfer, hold, and more with software assisted functionality
- Presence & Break ManagementGreat for remote working but even when in the office, show other users you are logged in and whether you are busy on a call, on a break or priority work, link CyDesk presence to your calendar for automatic presence updates based on your meetings
- Click to dialIntegrate your CRM, Outlook or even inhouse developed application to enable click to dial
- Screen PopIntegrate your CRM, Outlook or even inhouse developed application to enable the contact details of your caller to be included in CyDesk and optionally screen pop of the contact record for your agent
- Completion Code call taggingAvailable as an option so that the agent categorises each call from a list so that you can deliver advanced reporting on the nature and/or outcome of the calls being received to your business
- Account Codes call taggingAvailable as an option so that the agent links each call to an account code so that you can deliver advanced reporting for example maybe on calls taken on behalf of a client, for billing purposes or other
- Unified Messaging & Call History viewCyDesks new CySocial messsage feed delivers all the communication media types into the one agent history view, see calls, voice recordings, SMS, WhatsAPP, web chat, IM, web callback and more and click to review the conversation
- Team FavouritesLets you mark key people from Teams as favourites for quicker access and easier communication.
- PC Busy Lamp DisplayShows the logged in, busy, free or presence status of those in your organisation using CyDesk, for standard extensions shows busy/free
- Agent to Agent Instant MessagingCyDesk enables you to Instant Message between agents, this is stored in the CyDesk history and logged in CyReport for recall as needed
- Hot DeskingCyDesk agents can select their profile but log in via any extension or endpoint for full hot desking
- Home/Remote WorkersCyDesk works as a web browser and supports https for secure connection - work from home, a café or in the office
- Same Sign-onCyDesk support same sign on and can log you in using your Windows credentials
- Multi-Factor AuthorisationCyDesk support same sign on and can log you in using your Windows credentials
- Outlook contacts integrationConnect CyDesk to Outlook for click to dial and screen pop of your contact records
- Outlook Calendar integrationConnect CyDesk to your Office 365 or compatible Exchange server to have CyDesk presence updated automatically by your Calendar using rules and guidelines configured by you
- SMS services — Agent to Customer[4]Add CySMS plans for your CyDesk and send and receive SMS messages directly within CyDesk, use the CRM integration to send to contact mobile details directly from CyDesk without needing to open the CRM record. Replies from the contact are sent back to the agent and all conversations are stored in CyReport and available from the CyDesk history feed
- CRM Integration[5]CRM Integration - Dynamics CRM, Salesforce, Autotask PSA, GoldMine, Xplan, Maximizer, Netsuite, Outlook, pipedrive, saleslogix, simpro, vertafore and more (check latest integrations on the Cytrack web site)
- Cytrack API for custom 3rd party servicesOur powerful API allows 3rd parties to integrate CyDesk services to their CRM or application. Check out our integration pages for the sort of solutions you can create
- Compliance, Voice & Interaction Recording
- Voice Recording[6][14]Essential for any organisation of any size, call recording provides undisputed facts about telephone calls resulting in more rapid dispute resolution, meet PCI requirements and quality review staff
- Voice Recording integrated to call reportingThe most powerful and flexible way to find recordings ever, you can run any of our itemised reports and click and listen to the recording direct from the report, create useful business processes using this feature
- Voice Recording manual pause for PCIYou can use the phone handset and enter in digits to pause and resume or better still add CyDesk and pause and resume from the easy to use PC controls in CyDesk
- Voice Recording auto-pause for PCI[7]This is our optional auto-pause service that can detect when you change from one application to another on your PC and determine if the call recording should be paused and resumed
- Compliance/Audit Reports for PCI[7]We provide a log of who access the voice recordings via the CyReport user security, you can run reports to show access dates and times for auditing
- AI Voice Analytics[4]Analyses voice interactions, providing insights into speech patterns, emotional tone, and call quality for customer and performance insights.
- Call Transcription with AI Meeting Summary, Sentiment Analysis[4]Accurate transcriptions, concise meeting summaries, and insights into speaker sentiments for better understanding and follow-up.
- Interaction (Screen) Recording[14]Record Agents' desktop screen with Cytrack Interaction Recorder for quality management and auditing purposes.
- Customer Satisfaction Reporting[4]CySurvey allows you to design and create your own surveys. With CySurvey you measure your customer's satisfaction with your business and gain the 'voice of the customer'
- Agent Rating & Quality Assurance - supervisor rated[10]CyCoach leverages voice recording to deliver a sophisticated agent evaluation, feedback and training management solution
- AI Agent Rating & Quality Assurance - auto rating[10]CyCoach leverages voice recording to deliver an automated agent evaluation, feedback and training management solution
- Contact Centre Features
- Administration / Supervisor License - 3 standardThe Call Centre & Reporting administrational and supervisor user interface
- Dashboard License - unlimitedOur web based dashboard provides a range of real-time Contact Centre & Business Intelligence statistics such as number of callers in queue, time in queue, abandoned rates and more, design your own or use one of our templates
- Contact Centre & Business Intelligence ReportingOur unique business intelligence reporting system provides all your telephony reporting, call centre reporting, voice analytics, voice recording and other modules performance reporting analytics, all in one centralised reporting solution. Over 130 powerful reports in modern web graphical presentation and a powerful report generator enabling you to create your own reports and views
- Outbound Call Centre (Preview/Progressive)Enhances efficiency by allowing agents to preview contact information before calls or automatically progress through a list of contacts, streamlining outbound calling processes.
- Outbound Call Centre (Predictive/Premptive)Uses advanced algorithms to predict and automatically dial the next best contacts, reducing agent idle time.
- Outbound Campaign ManagerOur Campaign Manager enables you to import the target list for your campaign either via your CRM integration or CSV file, manage the agents who will receive the calls and then view progress and results. Multiple campaigns can be initiated and run at once
- Multi-Time zone schedulingThis allows campaigns to be commenced and ended to match your target timezones so you aren't ringing them at the wrong time of day
- DNC managementDo not Call management is included in CyCall allowing you to clean lists and then mark expiry dates so that the campaign cannot be run beyond those dates
- Number quarantine managerManage numbers that must be quarantined and not called on a manual or auto basis
- Inbound Contact CentreThe ultimate omnichannel contact centre module that provides a powerful range of modular features and services. Unlimited queues, teams and auto attendants
- Queue Priority ManagementEnsures that calls are routed based on urgency and importance, optimising response times and improving service efficiency.
- Call-back in QueueAllows callers to request a return call instead of waiting on hold, reducing wait times and improving customer satisfaction.
- Skills Based RoutingSkills based routing enables you to quick select which agents are qualified for taking calls for specific skills and also to ensure the calls always go to the agent with the highest skill before widening the net
- CRM Lookup RoutingLooks up specific fields in your CRM and then routes the caller into designated queues and teams - send your important callers to the Gold queue ! Send those who havent paid to Accounts !
- Intelligent Overflow & EscalationPowerful options so you can re-direct callers when certain conditons are met such as time in queue, agent availability, time of day and more - route to callback-inqueue, other teams, voice mail, off premise and more
- Intelligent Call RoutingBeyond ACD with intelligent call routing where omnichannel messages of all modalities can be routed via a powerful range of call distribution modes and business process rules also considering agent presence and availability, skills routing and CRM lookup and overflow rules
- Omnichannel Features
- Web Chat ServicesOur inbuilt web chat omnichannel service
- Omnichannel - SMS inbound routing[4]Add SMS as an option for your customers to contact your team, route SMS messages inbound to the right people- combine with AI for advanced services
- Omnichannel - WhatsApp integration[4][12]Add WhatsApp as an option for your customers to contact your team, route messages inbound to the right people- combine with AI for advanced services
- Omnichannel - email queue servicesPick up emails to designated email inboxes and automatically route the emails to the right people. Determine how long your team take to respond to emails and ensure the work is spread to the whole team and not dependant on one person checking the email inbox
- Omnichannel - web call-back servicesProvide a callme button on your web page and allow callers to enter their details and be put into the queue just as if they had called in, then when the agent gets the call they can see the web page that was viewed and have the caller auto-dialled
- Omnichannel - Business Process/Task Integration[13]Our BP integration tool can take any programmable workflow and route and deliver it to your agent team, this tool is for sophisticated inhouse developed processes and applications that you wish to be managed within our deep and complete business processing rules and flows
- AI Features
- AI Attendant & AI Agent AssistHandles routine inquiries and support agents with real-time information and suggestions, enhancing efficiency and customer service.
- AI Web Chat Bot & AI Agent AssistManages web-based interactions, answering client questions by accessing information from the website and training materials, while also providing real-time support to agents.
- AI Voice Analytics[4]Analyse voice interactions, providing insights into speech patterns, emotional tone, and call quality for enhanced customer and performance insights.
- Call Transcriptions with AI meeting summary, Sentiment Analysis[4]Accurate transcriptions, concise meeting summaries, and insights into speaker sentiments for better understanding and follow-up.
- AI Agent Rating & Quality Assurance - auto rating[4]Automatically evaluate and rate agent performance after a call, ensuring consistent quality and identifying areas for improvement.
- Advanced Features
- Agent Script Service[13]Build scripts to be popped to your agents, whether inbound or outbound, with option trees and suggested dialogues to guide the agents
- Workforce Management[13]Match staffing levels to workload with forecasts, intelligent real time monitoring and reporting
- Intelligent IVR & Self Service[13]The Cytrack integrated true IVR, it's a rapid development tool that allows the creation of any work-flow or self service delivery, including requirements such as pin code entry membership lines, payment on line and more.
- Voice Cognitive Services - Speech Recognition[4][13]Convert audio to text, perform speech translation and text-to-speech with Cytrack Speech Cognitive Services
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Microsoft Teams - Optional
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CyReport for
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Notes
- [*]Requires CyDesk
- [1]Prices exclude applicable taxes
- [2]Real-time updates are dependant on data delivery output from Microsoft Teams API
- [3]Features according to Microsoft API functionality
- [4]Subject to extra usage-based charges
- [5]Please check for integrations available
- [6]Need to specify number of Teams Users
- [7]According to application compatibility
- [8]Requires voice recording
- [9]Requires CyDesk and CyReport
- [10]Requires CyDesk, CyReport and CyRecord
- [11]Requires CyReport
- [12]Additional fees apply
- [13]Subject to configuration fees
- [14]Storage costs apply
- [15]When integrated into Teams environment