Book Image

Expert Microsoft Teams Solutions

By : Aaron Guilmette, Yura Lee, Grant Oliasani, Angel Aviles
Book Image

Expert Microsoft Teams Solutions

By: Aaron Guilmette, Yura Lee, Grant Oliasani, Angel Aviles

Overview of this book

Microsoft Teams is an invaluable tool that can integrate various Microsoft products into a single convenient hub. But making the most of it often requires expert help and hours spent on calls and live chats. If you’d rather have all the information you need to make the most of Teams in one place, then this book is for you. Written by two Microsoft technical specialists who have spent years helping clients find the best way to utilize Teams, this book will help you understand Teams as a whole — from architecture and collaboration through to apps and voice. You’ll study the platform from the perspective of the end user as well as the administrator, gaining insights and learning from real-life examples. You’ll tackle adopting, implementing, and administering Teams efficiently, which will help you realize its full potential. From setup and deployment to modernizing your organization’s chat and voice infrastructure, you’ll get plenty of useful and actionable tips as you progress. By the end of your journey through this book, you’ll be able to design and implement the most important and exciting aspects of Microsoft Teams help your organization work more efficiently.
Table of Contents (27 chapters)
1
Part 1: Collaboration and Apps
Free Chapter
2
Chapter 1: Taking a Tour of Microsoft Teams
6
Part 2: Meetings
10
Part 3: Bots and Development
14
Part 4: Voice
19
Part 5: Administration

Monitoring usage

Chatbots that are built in Teams come with a full set of analytics that can help you understand how your users are using the bot, its performance, customer satisfaction, and more. To view the analytics for your bot, navigate to the bot in the Power Virtual Agents app in Teams. Once you open the bot, select the Analytics tab to view its charts and trends:

Figure 10.36 – The Analytics page

The Summary page contains charts and trends for overall bot performance and usage. It even uses AI to depict which topics have the greatest influence on performance. The Customer Satisfaction page will show you overall customer satisfaction, as indicated by conversation surveys, abandon rates, escalation rate, and other drivers. The Sessions screen will allow you to download transcripts of bot conversations over the past 30 days. This file contains the date and time, initial message, the topic that was triggered, and the full transcript.