Landis Contact Center Features
Designed to give you everything you need—without the complexity you don’t. Landis Contact Center features are designed to help you deliver outstanding customer service while making your agents more productive. We equip you with the right capabilities to improve both efficiency and customer satisfaction.
Landis Contact Center Overview video
Reporting & Analytics
Out-of-the-Box Reports
| Report | Description |
|---|---|
| Queue Summary | Provides historical metrics for each queue and an inbound-calls by day graph. |
| Agent Summary | Shows key agent metrics such as inbound, outbound, direct, missed and rejected calls. |
| IVR Summary | Offers historical metrics for every IVR, including total calls and average time callers spent in the IVR. |
| Queue Details | Drills into individual queue calls, displaying call metadata. |
| Agent Details | Drills into calls handled by agents (or filter to a specific agent), with timestamps, agent name, and wait and talk times. |
| IVR Details | Drills into individual IVR call records, with timestamps, length and transfer type. |
| Recordings | Lists recorded calls with the option to playback and download recordings. |
| Abandoned Calls | Lists calls that were abandoned, with wait time, caller and queue/IVR details. |
| Queue Calls by Hour | Provides a chart of queue call volume grouped by hour of day. Also shows rows with counts for answered, unanswered, abandoned, timed-out, callback-requested and outside-business-hours calls for the selected period. |
| Agent Timeline | Displays each agent’s status changes, queue sign-ins and periods where agents were on a contact center call, all on an interactive timeline. |
| Wrapup Answers | Shows data agents entered after calls in Wrapup Question sets, including wait and talk times. |
| Callback Requests | Displays pending and completed callback requests and lets you mark callbacks as done. |
| Data Collection Records | Lists IVR calls alongside captured data-collection fields for each interaction. |
| Call Details | Presents a single call’s full history—metadata, IVR path, queue/agent legs, sentiment and recordings. Transcriptions can be copied or downloaded. |
Dashboards & Wallboards
Our customizable dashboards and wallboards provide live insights, giving agents and managers the ability to monitor contact center performance in real time. Wallboards show key live queue stats such as number of calls in queue, active call count, number of agents signed in, number of calls today, abandoned call count and more.
- Unlimited Custom Wallboards
- Customizable Visual Alerts
- Option to include Direct Calls to Agents on wallboards for more comprehensive
- Customizable Dashboard homepage with widgets:
Widget Description Queue Calls Chart This report shows the total number of calls for your queues. This does not include direct calls. This chart can be helpful for seeing which queues are receiving the most or least calls. In Out Chart This report represents the total number of inbound and outbound calls by your organization. If you have recording enabled, all calls are being tracked including direct inbound/outbound calls and inbound queue calls. Leaderboard This report represents the agent with the largest call count (Total Inbound Direct Calls + Total Answered Calls). The Average Handle Time is also displayed here. This can be helpful with getting an idea of which team member is fielding the most calls and finding their average handle time. Call By Day Chart This report represents the total number of calls in a day-by-day format. This gives you a snapshot of the call volume in a given period. Callback Requested This report represents the total number of calls that have requested a callback. Queue Summary This report displays queue information, including total call count, abandoned call count, and service level. Agent Summary This report displays a visual representation of calls handled by agents. More information can be found by hovering over a block.
Scheduled Reports
Scheduled reports will email a report to licensed Landis Contact Center users at the specified time interval. Reports can be sent hourly, daily, weekly, or monthly.
Currently, these reports can be scheduled:
- Agent Summary
- Queue Summary
- IVR Summary
Additional reports are on the roadmap.
Agent Analytics
Agent analytics tools include live Agent Statuses, Agent Summaries and Agent Timelines. Analyze and compare agent performance with data on answered calls, as well as options to incorporate missed and rejected calls. They also provide insights into call volumes, talk time, average sentiment, and time spent in various agent statuses.
Live Status Reports (for Queues, Agent Status and Live Calls)
The live status features offer real-time insights into active communications, including live calls, live queue status, and live agent statuses. In the Live Calls view, you can see ongoing call activities as they happen, and managers can listen in or pick and end calls as needed. The live queue status provides an up-to-date overview of your queues, including call volumes and how many agents are signed in, with the ability to sign in agents and drill down to specific queues as needed. The live agent statuses page allows managers to view and adjust agent statuses instantly through interactive controls.
Live Report Pages:
Webhooks
Webhooks in Landis Contact Center are a way to notify external systems about various call events by sending structured data as calls progress and conclude. This can be used to trigger actions or be used to log data for reporting in external services, such as PowerBi.
Global Webhooks:
- Queue: This webhook is triggered after any queue call in your organization has been ended.
- IVR: This webhook is triggered after any IVR call in your organization has been ended.
Event Webhooks (per queue):
- New Queue Call: Triggered when a call enters the queue.
- Abandoned Call: Triggered when a queue call is abandoned before being answered.
- End Call: Triggered when a queue call is ended whether or not it was answered.
Call Recording for Microsoft Teams
Flexible Call Recording Policies
Automatic call recording in Microsoft Teams made easy. Whether you want to enforce automatic recording of all calls or give agents the ability to record their calls on demand, the flexible call settings policies make it simple to get and manage the recordings you need. Speech recognition language can be set (at the call setting policy level) to any of over 50 supported languages.
Recording modes:
- Always On, Can’t Change
- Always On, Can Change
- On Demand
- Disabled
- Transcription for Everyone
- Transcription for Everyone; Sentiment for Agent
- Transcription and Sentiment for Everyone
- Off
Recording Options (does not apply to Disabled or On Demand):
These options can be toggled on or off based on whether you want the category to be recorded automatically or not.
- PSTN / External Inbound
- PSTN / External Outbound
- Internal Inbound
- Internal Outbound
- Meetings / Group Calls
Recordings are automatically uploaded to a secure Azure portal
Call recordings are securely stored in Azure and easily accessible for listening or downloading in the web-based Landis Contact Center portal.
Option to Store in Your Own Azure Storage
Call recordings are stored by Landis for 90 days by default, but they can be configured to be stored in your own Azure blob storage indefinitely. This feature gives you more control over your data and also simplifies regulatory compliance and data management.
Live Transcription & Sentiment Analysis
In addition to call audio recording, Landis offers transcription and sentiment analysis options for recorded calls.
Transcription and Sentiment Options:
- Transcription for Everyone
- Transcription for Everyone; Sentiment for Agent
- Transcription and Sentiment for Everyone
- Off
Call Routing
Advanced IVR with No-Code Flow Builder
The Landis Advanced IVR with No-Code Flow Builder is a highly capable tool to create traditionally complicated call flows and menus with a “Visio-style” visual call flowchart designer.
Highlighted Features:
- Listen for Tone: This feature covers the basic auto attendant features, such as “For Sales, Press 1, for Service Press 2”.
- Multi-Tone Input: Useful for callers to confirm codes or input other numerical data.
- Customizable Business Hours/Holiday Hours: Make your call flows smarter by programming in alternative call flows for after-hours operations, holidays & other special events.
- Caller Voice Input Blocks (Speech-to-Text): Captures caller voice input which can be used to inform call routing or provide data to a database that can be accessed by an agent prior to answering a call.
- CRM, Power Automate Integration & other Data Dip possibilities: Enable your call flows to make informed decisions about where to direct a call based on data associated with the caller from external systems. Also allows for the caller to provide information prior to being routed to agents, allowing agents to see the caller context before they even answer the call.
- Text-to-Speech: Enables your system to dynamically read information to callers from data dip requests, etc. Choose from a variety of voices for dozens of languages.
- Location (Phone number) Routing: Route calls based on location (by area code) or known numbers (for example, VIP customers getting priority routing).
- IVR Reports and Analytics: Provide deep insights into caller experience within your call flows, with status such as average time in IVR and transferred call counts and percentages. Drill down to individual call records with a single click for more granular insights. These stats allow contact center managers to identify potential pain points with the caller experience.
- Data Collection Sets: Gathers data provided by callers and stores it in a way that can be easily accessed through native Landis Contact Center reports.
- The IVR Webhook sends IVR CDR data via HTTP POST request to a configured endpoint, allowing for real-time export to external systems, enabling advanced analytics using tools like Microsoft Power BI.
Call Queues
Call Queues manage how inbound calls are distributed to available agents. They support advanced options like skills-based routing, wrap up questions, callback requests, and breakout destinations. Landis Queues also enable detailed reporting, outbound calling from the queue number, and CRM integration.
Highlighted Features:
- Standard Routing: Longest Idle, Round Robin, Parallel and Serial routing options are available.
- Longest Idle routing: Also known as “fair routing” this option alerts available agents one at a time, longest idle agent first to least longest idle last.
- Presence-Based Routing: Ensures queue calls are routed only to agents whose Teams Presence is set to Available. Optionally, it can be configured to also route calls when agents are Busy, In a Call, or In a Meeting.
- Skill-Based Routing: Ensures calls are routed to the highest-skilled, available agent based on predefined skill categories and levels. Agents are prioritized by their skill level.
- Priority Queues: Controls which calls are routed to agents first by assigning a priority level to each queue. The higher the number, the higher the priority. Calls from higher priority queues will be routed before lower priority ones.
- Announce position in Queue: Announces queue position to a caller while they are waiting in a queue.
- Queue Timeout Options: Defines what happens when a caller waits in a queue beyond the configured timeout period. Supported actions include ending the call, transferring to a voicemail or a different Queue/IVR or an external (PSTN) number.
- Queue Breakout Option: Allows callers to press a key to exit the queue and be transferred to a voicemail or a different Queue/IVR or an external (PSTN) number. The IVR option can be used for an advanced callback request with number confirmation.
- Request Callback: If enabled, callers can request a callback in either a Landis queue or Landis IVR. These calls will then be reported in the Callback Requests report.
- Outbound Queue Calling: Allows agents to place outbound calls that show them as calling from the Landis queue number.
- Call Picking: If enabled, this feature allows users to manually select and answer a call waiting in a queue, enabling them to intervene at any point while a caller is waiting in the queue.
- Queue Webhooks: Allows for triggering external workflows when a specific event occurs, including new calls, abandoned calls, or ended calls, which also has the capability to send call data to third-party systems or custom automations. See Webhooks for more details.
- Create Text-to-Speech Audio Prompts or Upload Your Own: Audio prompts can either be generated using text-to-speech or by uploading a pre-recorded audio file. See more details under Admin Tools below.
Chat
Web chat enables your customers to initiate chat conversations directly from a website, routing messages to agents in a Landis Chat queue.
Web Chat Queues
Web chat queues route incoming chat sessions from web users to available agents.
Website Widget
Easily add a floating chat button to your website. Opens to a chat widget when clicked, allowing website visitors to easily connect and chat with agents.
Teams Chat Interface
Agents receive and respond to Landis chat queue conversations directly within the Teams client, via the Landis Chat bot.
Supported Chat Channels
Offer your clients the ability to connect with you via WhatsApp, SMS, and RCS.
Chat IVR
Direct your clients to the right department or start assisting them before they ever reach a human.
Supported IVR blocks include:
- Play prompt (text only)
- Business hours
- Holiday hours
- Data dip
- Regex
- Multitone
- Text to speech (text only)
- Call action
AI Integrations
AI Integrations Overview
Check out this video overview of how AI can be used in Landis Contact Center.
Natural Language Auto Attendant
IVRs can understand and respond to callers in a conversational, human-like manner by using IVR voice input, AI query, and Text to Speech blocks.
Digital First Self-Service
IVRs can be designed with self-service options to answer common questions without the need to interact with an agent.
Live Sentiment Feedback During Call
The Live Calls report displays real-time analysis of caller and agent conversations using AI to detect sentiment shifts and provide immediate insight.
Copilot Agents
An IVR chat block allows you to access Copilot Studio agents for tasks such as answering questions from a database or retrieving information from a CRM.
Admin Tools
Native Teams App for easy deployment
Landis Contact Center Teams is certified for Microsoft Teams. Designed to be used within Microsoft Teams, offering users a familiar and integrated experience. This also makes deployment simple and efficient, allowing IT admins to centrally install, update, and manage the app across their organization with minimal effort.
Granular Access Control (Role-based Access)
With Role-based Access (with completely customizable user roles), Landis provides finely tuned control over who can perform what actions. With this advanced security capability, you can delegate permissions—whether it’s editing, creating, or deleting queues and IVRs or managing recordings and call records—ensuring that only designated roles have access to critical operational functions. This means that each team member is granted the precise level of access they need, boosting both security and operational efficiency.
SSO logins with Microsoft Entra ID
All users sign into Landis apps using their Microsoft account. SSO logins provide both security and convenience—no need to set up or remember a different password.
Multi-Language Support
Landis Contact Center currently supports 25 languages. Additionally, the text-to-speech audio prompts and voice input support a few dozen more.
Landis Contact Center App Supported Languages:
- العربية (Arabic)
- 中文 (简体) (Chinese, Simplified)
- Čeština (Czech)
- Dansk (Danish)
- Deutsch (German)
- Nederlands (Dutch)
- English (Default)
- English (United Kingdom)
- Español (Spanish)
- Français (French)
- Magyar (Hungarian)
- Íslenska (Icelandic)
- Italiano (Italian)
- Norsk (Norwegian)
- Polski (Polish)
- Português, Portugal (Portuguese, Portugal)
- Português, Brasil (Portuguese, Brazil)
- Română (Romanian)
- Русский (Russian)
- Slovenščina (Slovenian)
- Español, México (Spanish, Mexico)
- Svenska (Swedish)
- ไทย (Thai)
- Türkçe (Turkish)
- Tiếng Việt (Vietnamese)
Support for All Teams Call Types
Whether your calls originate from Microsoft calling plans, Direct Routing, operator connect, and/or Teams internal calls, Landis Contact Center supports them all out-of-the-box.
Business Hours Management
Admins can create a single set of business hours and apply it across multiple call queues or IVRs, simplifying configuration and ensuring consistency. Any updates made to this shared schedule will automatically apply to all associated queues and IVRs, saving time and reducing manual effort. Or if every resource requires custom options, you can set up as many as you need. Holiday hour sets make it easy to handle your days off too.
User Management
Admins can easily activate or deactivate users to manage staffing levels efficiently—granting access to agents when needed and revoking it when they’re no longer active. This helps maintain security, optimize license usage, and adapt quickly to changing operational demands.
Easy Call Queue Configuration
Quickly set up and adjust call queues without needing technical expertise—making it easy to define routing rules, add audio prompts, or assign agents.
See Call Queues for more details.
Create Text-to-Speech Audio Prompts or Upload Your Own
Easily create custom audio prompts using text-to-speech with multiple voice and language options, enabling quick setup. This also enables easy editing when you want to add announcements or your greetings need to be changed. Or you can upload an audio file if you already have your greetings recorded.
Webhooks
Webhooks in Landis Contact Center are a way to notify external systems about various call events by sending structured data as calls progress and conclude. This can be used to trigger actions or be used to log data for reporting in external services, such as PowerBi.
Global Webhooks:
- Queue: This webhook is triggered after any queue call in your organization has been ended.
- IVR: This webhook is triggered after any IVR call in your organization has been ended.
Event Webhooks (per queue):
- New Queue Call: Triggered when a call enters the queue.
- Abandoned Call: Triggered when a queue call is abandoned before being answered.
- End Call: Triggered when a queue call is ended whether or not it was answered.
Call Recording Storage in Azure
Call recordings are stored by Landis for 90 days by default, but recordings and audio prompts can be configured to be stored in your own Azure blob storage indefinitely. This feature gives you more control over your data and also simplifies regulatory compliance and data management.
Audit Logs
Audit logs track user activities—such as configuration changes or agent updates—providing transparency, security, and support for compliance.
Diagnostics
The diagnostics page is used to troubleshoot both Queues and Agents. It provides requirements for calls to route and will inform you if the requirements are not met. This allows managers to easily determine the reason if calls aren’t correctly routing to a queue or agent.
Familiar Admin Portal
The Landis Contact Center admin portal is designed to look and operate like the Microsoft 365 Administrator portal to reduce the learning curve for admins.
Manager Tools
Call Supervision (Listen, Whisper or Barge in)
In the Live Calls view, you can see ongoing call activities as they happen, and managers can listen in or pick and end calls as needed.
- Listen In allows managers to join live Queue calls and listen to both the agent and the caller. The manager cannot be heard or seen in the call.
- Whisper In allows managers to join live Queue calls and listen to both the agent and the caller. The manager can only be heard by the agent.
- Barge In allows managers to join live Queue calls and listen to both the agent and the caller. The manager will be a regular participant in the call and can be heard by both the agent and the caller.
- Complete Call provides an option to clear out calls that may have become stuck on the Live Calls page due to unexpected events.
- Pick Call allows managers to pick up a call that is waiting in a queue before it is picked up by an agent.
Wallboards & Live Status Reports (for Queues, IVRs Agent Status and Live Calls)
The live status features offer real-time insights into active communications, including live calls, live queue status, and live agent statuses. In the Live Calls view, you can see ongoing call activities as they happen, and managers can listen in or pick and end calls as needed. The live queue status provides an up-to-date overview of your queues, including call volumes and how many agents are signed in, with the ability to sign in agents and drill down to specific queues as needed. The live agent statuses page allows managers to view and adjust agent statuses instantly through interactive controls.
Live Report Pages:
Call Recording (for training and quality assurance)
Call Recording through Landis Contact Center can be configured for both Landis Queue calls and Landis agents on direct calls, which enables training and quality assurance opportunities.
See the Call Recording section for more details.
Live Call Sentiment
Live Call Sentiment provides managers with insight into an agent’s communication effectiveness. Higher scores indicate positive communication while lower scores reflect negative communication. Average sentiment scores allow an easy assessment of an entire call or agent performance at a glance.
Granular CDR Access Control
Data Access Policies provide granular access control for determining what data admins, managers and agents can view. Different policies can be assigned to users for specific Queues, IVRs and direct call groups.
Agent Features
After Call Work (Wrap Up Questions)
- Wrap Up Questions are presented to an agent after a queue call has been completed. The answers will be stored in the Wrapup Answers analytics report.
- Adjustable Wrap up Timer to give agents time to wrap up before having another call routed to them.
Agent Panel
The Agent Panel is where agents can see details about the current call, mute the call and adjust recording settings (if enabled). It’s also the place where agents sign in/out of Landis queues to set whether they will receive calls from the specified queue. (Managers can also manage the agents’ sign-in state on the Queue Status page.) Agents can also set their agent status in the Agent Panel, either marking themselves available or setting it to Away, Break or other customizable statuses. Agent status determines whether they will receive queue calls from all Landis queues. Managers can also manage the agents’ status on the Agent Status page.
See the Premier Agent Experience section for additional and advanced agent tools and features.
Call Pop (Screen Pop)
The Agent Panel features a call pop (also known as screen pop). Call Pop URL is set at the queue level. Call pop is commonly used to automatically display a caller’s information and other caller context, such as interaction history from an external source (e.g., a CRM), on the agent’s screen while the call is ringing and in progress. Embedding a PowerApp is a common way of achieving this, which enables connections to Dynamics 365, Salesforce, HubSpot, ServiceNow, and dozens of other systems. Ask our sales team about the templates we have available.
Enhanced Customer Context while Alerting Agent
Unlike many other systems, our call pop displays for the agent while the call is ringing, giving the agent important context before they even answer the call.
Wallboards & Leaderboards
Real-time digital displays that show key performance metrics like call volume, wait times, agent status, and service levels to keep teams informed.
See Dashboards & Wallboards for images and more information.
Callback Requests Management
The Callback Requests report allows agents to see all the callback requests in one spot. They can click the phone number to return the call and mark the request completed with just one click (the agent’s name is automatically added).
Convenient Azure AD Sign-in
All users, including managers and agents, access Landis software using their existing Microsoft credentials, enabling both improved security and maximum convenience. No need to set up or remember a separate password, just use the same Microsoft account you use with Teams and Microsoft Office apps.
User Interface
Familiar and Intuitive Interface
Landis software is designed to look and act just like Microsoft Teams for familiarity and easy onboarding.
Keyboard, Mouse and Touch Support
Agents can navigate and interact with the contact center tools using any of these input methods for greater flexibility and accessibility.
Multi-Language Support
Landis Contact Center currently supports 25 languages. Additionally, the text-to-speech audio prompts and voice input support a few dozen more.
Landis Contact Center App Supported Languages:
- العربية (Arabic)
- 中文 (简体) (Chinese, Simplified)
- Čeština (Czech)
- Dansk (Danish)
- Deutsch (German)
- Nederlands (Dutch)
- English (Default)
- English (United Kingdom)
- Español (Spanish)
- Français (French)
- Magyar (Hungarian)
- Íslenska (Icelandic)
- Italiano (Italian)
- Norsk (Norwegian)
- Polski (Polish)
- Português, Portugal (Portuguese, Portugal)
- Português, Brasil (Portuguese, Brazil)
- Română (Romanian)
- Русский (Russian)
- Slovenščina (Slovenian)
- Español, México (Spanish, Mexico)
- Svenska (Swedish)
- ไทย (Thai)
- Türkçe (Turkish)
- Tiếng Việt (Vietnamese)
Support
Landis Software Support (included with all subscriptions)
All Landis software products have support included at no additional charge.
Use our Support Portal to create a ticket: https://support.landis.cloud
Emergency 24/7 support included.
Documentation
Landis Contact Center Documentation is at https://cc.docs.landis.cloud.
Premier Agent Experience
Agents using the Landis Attendant Console for the call endpoint for Landis Contact Center calls will experience the premier agent experience.
Live Speech-to-Text Transcription
Converts spoken conversations into text in real-time. Useful for AI prompts, but can also be used to review conversations and provide context if the agent missed part of the conversation.
AI-Powered Interaction Summaries
Automatically generate concise overviews of calls or chats. This is useful for providing context for chat consult transfers or callback reminders. Call summaries can be set to run at the end of the call and be stored locally with the call record for future reference.
Custom AI Prompts
Users can create custom AI prompts to act on the call transcript in ways tailored to their use case. For example, parsing data like part numbers or addresses from the call transcript or enabling automated call coaching for new agents.
Customizable Keyboard shortcuts
Users can assign and personalize key commands for common tasks, improving speed and workflow efficiency. Answer and end calls, mute and unmute, and trigger quick action shortcuts all without touching a mouse.
CRM Integration
Information about a contact can be looked up and displayed as a call comes in. An AI created call summary can also be automatically logged in the CRM when the call finishes.
Agent Assist
Agents can receive live feedback such as suggestions for appropriate upsells, automatic lookup of a mentioned product number, or documentation with the answer to a caller’s question.
Agent Coaching
AI can coach agents along by displaying a standard checklist to be completed in every call and listening for the agent’s progress toward completion, or offering helpful critiques and scoring after the call has wrapped up.
