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.
Thank you for your feedback, the team still has this item under review to add more data and enhancements, and are taking your votes adn comments into account.
Please visit https://docs.microsoft.com/microsoftteams/cqd-teams-aa-cq-historical-report to see if this helps in obtaining data around Auto Attendant and Call Queue. We will share an update as soon as one is available.
This report looks good but is confusing in places, some more documentation would be useful too.
I'd like to understand the abandoned rate and the metrics used.
I have also seen 'blank' agents on the agent timeline, what do these mean? calls offered but not answered? are they counted as offered but not answered if they overflow to another queue or voicemail?
What do the "caller actions count" numbers represent in the auto attendant report?
Yes, Teams needs a basic way to create a report to show the incoming and outgoing call logs per user. As an office admin, I need to be able to see who is answering calls and who is not.
Where is live Data as basics like Call Queue waiting count, waiting time average waiting time etc.
My company is working on a bridge module, currently in alpha, to gather call events from a number of places within Graph into a consistent view that can be used to generate statistics on taken and lost calls, agent usage and music on hold. As we already have a SaaS solution that does real-time reporting, it is mostly a matter of translating events.
As you know the APIs available are quite limited, but it's now in an usable state and - if you feel adventurous and maybe a bit mischievous - you may want to join our alpha program. It's free. We see that there is a huge potential here, and that in time there will be better APIs and more details offered.
Gilbert Aispuro commented
Yeah, this add-on feature is for sure broken. Graphs are pulling from different data tables and you get numbers from AA and CQs that are incorrect and don't match.
For example, We only see a fraction of agents in the reporting and the others are missing along with their call count. Call count for the AAs is different from calls hitting the CQ.
We've had a ticket open with MS and they don't know why the inconsistent counts.
I LOVE the presentation and the possibilities with this but it needs to be fixed. I does not work out the gate.
Daniel Boyd commented
We need what is described here, but also a live look at the call queue is pretty critical, too. If there are 2 people waiting in line vs 20 people waiting in line, we might want to get more people to hop on the queue to help out. We're totally flying blind as it is right now.
Is there a way to receive the same data via API ?
Dave L commented
PSA: the "Try this instead" alternative does not have good data. The field "AACallerActionCount" is described as containing "# of action selected by user in AA during the call," however testing proves that is incorrect. On a support call I tried asking about that & was referred to this thread to show that the data is not available. They could not explain what AACallerActionCount is supposed to be counting.
Dan Espich commented
I have been dealing with all of these logs for weeks after we switched to Teams. (Graph Segment Detail, PSTN detail Reports and the CQD reports) they all have issues when it comes to logging any calls that is anything but a completely simple call.. Here is a short list of issues:
- if you have multiple users in a Queue the first user to decline a incoming queue call (not answer) is recorded as the person that answered the call. You can imagine that this causes problems in any company that uses calls answered as a metric of a employees productivity.
- If a user transferred the call to another user that person that did the transfer loses the call from their call history.
- If a user Parks a call and another user picks it up the person that parked the call loses the call from their call history.
I have had a ticket open with MS over these issues for literally months. I have spent way too much time trying to overcome those issues and build my own reports to get accurate information with only mediocre success.
Omar Saleh commented
The "TRY THIS INSTEAD" solution doesn't suit what is requested and has a lot of missing data, and for small businesses and queues the entry fees for 3rd party providers don't suit them at all, they all depend on being 50 users+ which is not the case for us as a tenant.
Kindly look seriously into this to provide a decent reporting tool even if we have to license for it I guess it would be cheaper than paying entry fees of 100 users or 50 users+ just for a call queue that has tops 5 agents and advisors.
Nicholas Herbert commented
I agree with most people. Historical data is highly inaccurate. Even the numbers in the report don't add up properly (calls, duration, total minutes). I am also more interested in the caller information. All this provides is metric on the CQ or AA, along with the Agent (which is a nice plus for me). I need to know who is calling me (PSTN # or other account information - i.e. the caller id information) though. I might also add that getting access to this data from someone other than our O365 admins would be nice (can it be attached to the AA/CQ accounts).
Sven-Andre Peters commented
That "Try this instead" advice helps nothing at all. The problem is, that the user isn't aware of a missed call at all, because he never sees it in his teams client.
I agree with Dennis, the missed calls list is more important.
So "Try this instead" only solves parts of feature request.
Dennis Bender commented
The more needed feature is the missed calls list.
FWIW, the Historical Report has provided us wildly inaccurate data. One example of this is where it stated that I answered 6 calls that came in to our after hours call queue. I did not answer a single call on that day. We've got many other examples of data inaccuracies using the PowerBI templates.
We ended up rolling our own solution via MS Graph webhook subscriptions because it was the only way to get accurate data.
Essential feature! We need this, too!
Hi everyone, i posted yesterday saying i needed this reporting too and then found this useful link which allows you to download a template from Microsoft to link Teams MBV with PowerBI to generate call reporting including missed calls, call volume etc.
Hope it helps.
Just signed up to MBV on Teams for my business and this is an essential feature to how we plan and maintain service to clients.
Very keen to know when this will be possible as reporting will be deal breaker for continued use of the system
This is vital if Teams wants to be used in such scenarios. MS need to understand the reasoning always. But if you have designed a system with adequate reporting it is important to help companies migrate to your phone system and to invest into this. If you look at other contact centre systems they come with Power BI and have email functionality for reports to be sent or viewed via Teams. Many clients always ask when this will be coming. In Skype for Business online days this was not possible but you now have millions of people using this feature so its time for some of these changes to come.