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Basic reports and call lists for queues and AA

Teams needs an overview, reports, log about the usage of call queues with some basic features like number of calls answered, missed, average waiting time.
Also a list of answered and missed calls.

I have some small businesses who use or want to use Teams as their primary phone system and need AA/Call Queues for some very basic form of "customer service line" (although that term might overstate what they need) and they want to see missed calls so they can return the call.

28 votes
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Sascha Stops shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →


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  • Gaylen Michael commented  ·   ·  Flag as inappropriate

    The lack of logging / reporting in the Call Queues is causing my customers real problems within their organizations. This feature needs to be fast tracked before Microsoft begins losing customers.

  • Brandon commented  ·   ·  Flag as inappropriate

    Definitely needs a supervisor view to see who is checked in and who is checked out as well.
    How many calls are currently in queue etc.

  • Anonymous commented  ·   ·  Flag as inappropriate

    We've been asking for this in Skype for Business. It'll probably need an overhaul of their system for this data. I wouldn't expect it anytime soon.

  • Kai Stenberg commented  ·   ·  Flag as inappropriate

    Would be interesting to figure out who has answered the call, not NO Data. That person don't work in our environment. :)

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