‘Ask the Experts’ Matt Ringsell, Richard Burt – November 2024

In our ‘Ask the Experts’ session November 2024 we explored some of the features of Tiger Prism in 2024 which helped our customers maximise their call reporting and analytics platform, whether for telephony or Microsoft Teams. Here are the five standout features we covered: 

Widgets: simplify and scale analytics
Tiger Prism offers a powerful feature in the form of widgets that make it easy to create repeatable analytics queries, offering a powerful way to visualise and explore your data. Our extensive library of pre-built widgets provides ready-made templates you can customise to suit your needs. These widgets can be imported for efficient data analysis and valuable insights. With a regularly updated library, and the ability for customers to request new widgets online, this feature ensures you have access to tailored analytics.   

Licencing: streamlined management for Microsoft Teams
Managing licences effectively is critical, and Tiger Prism simplifies this process for Microsoft Teams users. The platform integrates licence management, capturing and storing licence information to provide a clear view of allocations and recent interactions. This visibility not only ensures compliance, but also helps optimise licence usage, saving time and resources.   

Dashboards: enhanced customisation and insights
Our new dashboards for Microsoft Teams offer flexibility and usability. Customisable columns offer easy toggling between on and off, and sort data to suit your needs. This makes it simple, for example, to identify top-performing agents or manage call data effectively. The queue summary dashboard allows you to view multiple queues at a glance, helping you spot issues like unanswered calls and manage multiple groups more efficiently. The group summary dashboard for telephony delivers similar functionality for managing different groups. 

Alerts: stay ahead with proactive monitoring
Tiger Prism allows you to create alerts for specific activity types, keeping you informed of critical events like missed calls, expensive calls, or 999 calls. You can set alerts for low utilisation or system errors to monitor performance and address issues promptly. Alerts are customisable, allowing you to choose notification methods, conditions, and frequency. For instance, in Microsoft Teams, you could set alerts to be notified of low call ratings, enabling you to address issues promptly and improve service quality. 

Device utilisation: optimise your hardware investments
Managing hardware efficiently is vital, especially when companies invest heavily in devices like handsets. Tiger Prism provides detailed insights into device utilisation, helping you track what’s being used and by whom. This feature is available for both Cisco Call Manager and Microsoft Teams users, and includes a comprehensive device menu that lists all devices recognised by the system. This ensures your hardware investments are utilised effectively, while identifying and addressing potential issues like call quality or device inactivity.   

Missed the live webinar? Watch the recording or explore our resources to learn more about how Tiger Prism can transform your organisation.