# Tips and Tricks **Master Easy Calling with these pro tips.** Here's how experienced agents save time every day. *** ## Quick Wins (Do These Right Away) ### 1. Pin Easy Calling to Your Sidebar **Why:** Access Easy Calling with one click instead of searching for it. **How to do it:** 1. Open Easy Calling in Microsoft Teams 2. Right-click the app icon 3. Select **"Pin"** **Time saved:** 5-10 seconds every time you open it (adds up to 30+ minutes per week) *** ### 2. Enable Desktop Notifications **Why:** Never miss a call, even when you're working in another app. **How to do it:** 1. Go to **Microsoft Teams Settings** → **Notifications** 2. Ensure **"Incoming calls"** is enabled 3. Set notification sound to your preference **Time saved:** Catch calls instantly instead of checking the dashboard every few minutes. *** ### 3. Use the Search Bar in Call History **Why:** Find past calls in 3 seconds instead of scrolling forever. **How to do it:** * Type the caller's name, number, or keywords from your notes * Press Enter **Example:** Manager asks, "Did we hear from Acme Corp today?" Type "Acme" → Found in 3 seconds. *** ### 4. Create Email Templates for Common Responses **Why:** Send follow-up emails in 10 seconds instead of typing the same thing over and over.

Create New Email Templates using the "My Easy Platform Settings"

**How to do it:** 1. Click **"My Easy Platform Settings"** to open the **My Easy Platform** 2. Click **Seetings** (on the left side of your name) and choose the tab **Email template** 3. Set up Templates for common scenarios using variables 4. Click **"Create"** to save your Email template **Time saved:** 2-3 minutes per email = 30-60 minutes per day

Create email templates with useful variables to save time

*** ## Advanced Tips for Agents ### 5. Take Notes During the Call (Not After) **Why:** You'll remember more details, and follow-ups are easier. **How to do it:** * While the caller is speaking, type quick notes in the **notes section** * Use shorthand or bullet points * Clean up the notes after the call if needed **Example:** ``` - Password reset for admin account - Emailed instructions to john@acme.com - Follow-up needed: Check if issue resolved tomorrow ``` **Time saved:** No need to try remembering what was discussed–it's all documented. *** ### 6. Use Color-Coded Filters to Prioritize Callbacks **Why:** Spot missed calls and voicemails at a glance. **How to do it:** 1. Open **Call History** 2. Click **"Missed Calls"** filter (shows red indicator) 3. Review and create tasks for callbacks **Pro Tip:** Do this first thing in the morning and after lunch to ensure no callbacks slip through the cracks. *** ### 7. Create Personal Tasks for Quick Callbacks **Why:** Get reminders without cluttering your team's Planner. **How to do it:** * Click **"Create Task"** after a call * Choose **"Personal Task"** (Microsoft To-Do) * Set a due time (e.g., "Call back at 2:00 PM today") **Time saved:** No more sticky notes or trying to remember callbacks. *** ### 8. Transfer with Context Notes **Why:** The next agent knows what's going on without making the customer repeat themselves. **How to do it:** * Before transferring, add a note: * *"Customer needs billing help – account #12345"* * *"VIP customer, very frustrated"* * *"Already tried password reset – didn't work"* **What the customer experiences:** *"Oh, I see you already tried that. Let me check something else..."* **Result:** Customers feel heard, transfers are seamless. *** ### 9. Save Frequent Callers as Contacts **Why:** Next time they call, you'll instantly see their name. **How to do it:** * After a call, click the **person icon** * The caller is saved to your Microsoft contacts **Pro Tip:** Do this for anyone who calls more than once a month. *** ### 10. Use the "Opt Out" Feature Strategically **Why:** Avoid burnout by controlling when you receive calls. **When to use it:** * You're in a meeting or training * You need 30 minutes of focus time for urgent tasks * You're about to leave for the day **How to do it:** 1. Toggle your status to **"Unavailable"** 2. Other agents will cover calls 3. Toggle back to **"Available"** when you're ready **Pro Tip:** Coordinate with your team so someone is always available. *** ## Tips for Voice App Managers ### 11. Check the Dashboard Every Hour **Why:** Catch issues before they become problems. **What to look for:** * Are wait times climbing? * Are multiple agents on break at the same time? * Are calls piling up in the queue? **Action:** Send a quick Teams message to the team if you spot an issue. *** ### 12. Export Weekly Reports on Monday Morning **Why:** Share performance data with leadership without scrambling. **How to do it:** 1. Set **time range** 2. Open **Analytics** 3. Click **"Export PDF"** 4. Email to your manager **Time saved:** 30 minutes of manual data gathering. *** ### 13. Setup Voicemail Greetings **Why:** Set customer expectations during holidays, training, or system outages. **Examples:** * *"Our team is currently in training. Wait times may be longer than usual."* * *"Our office is closed for the holiday. We'll return your call on \[date]."* * *"We're experiencing high call volume. Please leave a message, and we'll call you back within 4 hours."* **How to do it:** 1. Go to **Voice App Manager** → **Calling Configuration** → **Audio Configuration** 2. Record a new greeting 3. Save **Time taken:** 2 minutes. *** ### 14. Use Analytics to Understand Queue Performance **Why:** Data-driven decisions improve service levels and team efficiency. **How to do it:** 1. Set **time range** 2. Open **Analytics** 3. Review call queue statistics and look for patterns: * **High missed call rates** → Review staffing or queue capacity * **Long average wait times** → Consider adding more agents to the queue * **Consistently good answer rates** → Recognize and share the winning approach with the team **Pro Tip:** Share positive stats with the team in weekly meetings to boost morale. *** ## Workflow Hacks ### 15. Use Two Monitors (If Possible) **Setup:** * **Monitor 1:** Microsoft Teams + Easy Calling * **Monitor 2:** CRM, email, or reference materials **Why:** No more alt-tabbing between apps. *** ### 16. Use Microsoft To-Do for Daily Callbacks **Why:** Keep personal callbacks separate from team tasks. **How to do it:** * Create a To-Do list called "Callbacks" * Add tasks with due times * Get reminders throughout the day **Example:** * [ ] 10:00 AM – Call Sarah about invoice #12345 * [ ] 2:00 PM – Follow up with Tom on password reset * [ ] 4:00 PM – Call Jane about software update *** ## Common Mistakes to Avoid ### Forgetting to Toggle Back to "Available" **Problem:** You go on break, toggle to "Unavailable," and forget to toggle back. Calls keep going to other agents. **Solution:** Set a timer or reminder to toggle back after your break. *** ### Not Adding Notes During Calls **Problem:** You finish the call and can't remember the details. **Solution:** Type notes while the caller is speaking. Even bullet points help. *** ### Transferring Calls Without Context **Problem:** The next agent has no idea what the call is about. The customer has to repeat everything. **Solution:** Always add a note before transferring: *"Customer needs help with \[issue]"* *** ### Ignoring Missed Calls **Problem:** Missed calls pile up, and customers don't get callbacks. **Solution:** Check the "Missed Calls" filter daily and create tasks for callbacks. *** ### Not Using Search in Call History **Problem:** You scroll through hundreds of calls trying to find one from yesterday. **Solution:** Use the search bar! Type the caller's name or number. *** ## Learn More * [**Quick Start Guide**](/getting-started/quick-start-guide.md) – Get up to speed in 5 minutes * [**Best Practices – Call Life Cycle**](/getting-started/best-practices-call-life-cycle.md) – Step-by-step walkthrough * [**Day in the Life Guides**](/user-guides/contact-center-agent.md) – See how real users work with Easy Calling *** **Ready to work smarter?** Try 3 tips from this list today and see the difference! --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.easycalling.easyplatform.app/user-guides/tips-and-tricks.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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