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 votes and comments. This item is now on the backlog. We’ll update when we have more details to share.
Juan Sanchez commented
It is hard to have to explain to manager and CEOs that we lack the ability to run reports to analyze simple call queues, AA and user incoming and outgoing calls because TEAMS lacks such reports.
How long do we need to wait for these essential reports to be made available? I feel like the developers doesn't see the value of these reports because they keep being pushed to the backlog for quite a long time now.
Please, this is basic functionality any voice over IP service provider offers out of the box!
There are to be alot of work around AA and Call Queue. We need better reporting system. And especially the Call Centre piece.
Thomas Westers commented
Using Call Queues for Support Dep. now and get a lot of Questions how we can Monitor Queues, embarrassing to say that there is nothing i can provide the support Manager with. The only thing is to do some PowerShell to see who is logged in to which Queue. We need to know if a call sit in the Queue and wait for an Agent, How long did they wait for an Agent etc. And this must be live Data! no Reporting i would call it Live Dashboard.
Eric Frace commented
This is definitely a required feature for a modern phone system. Glad it's being looked into, as this is one of the main things we are waiting for before switching/selling.
Andrew Johansen commented
I'm considering switching to Microsoft phone system, but cannot do so until there are some much needed features. One of those features is about reporting - knowing how many calls we've missed, who is answering the calls, etc. With our employees working from home, it is more difficult to know about call flow and responsiveness; reports would help. Export as a CSV with tons of information is fine - I can reduce the data set to meet our needs, but at least need caller id, user who answered, call duration, date/time of call, transfer info.
Neeraj Izardar commented
I believe it's a common feature to have a report of who answered x amount of calls. this is being used for the service desk. and that is one of the important productivity of an agent and manager would definitely need to have a report of.
i think this must be a default options to have some default reports and more visability! would be very bad if we have to purchase 3rd party tooling for this! any news on when we here something about this request?
Would also love a breakdown of who answered x amount of calls.
We need this also. Even if just exportable to a spreadsheet or csv file.
Jim O'Hare commented
Code Software, www.codesoftware.net, recently provided an update on AA/Queues and can report on usage of call queues, number of calls answered, missed call, average wait time. https://www.linkedin.com/pulse/microsoft-teams-queues-auto-attendant-reporting-clobba-jess-edwards/?trackingId=DJfKNo6HOy8uJd8OgrGhjg%3D%3D.
Essential feature for management to be able to allocate resources
Damon Betlow commented
If 3rd party apps have access to the data, then Admins should too. Let us see the raw results...
Frank Looijesteijn commented
We have from MAF InfoCom have a reporting solution for Teams. MAF ICIMS offers insight in Teams answered calls, missed calls, duration, ring times, call queues and auto attendants. More info: https://www.mafinfo.com/product/maf-icims-unified-communications-monitoring-analytics-reporting/
For a demo or free trial: https://www.mafinfo.com/demo-or-free-trial/
We are waiting for Teams Call Queues to mature before we can fully move over from our existing provider.
We would like to be able to see who is logged into the queue, how many calls each person has taken. Some reporting features maybe using PowerBi.
We would also like to be able to log someone out of the queue in case they forgot to after their shift. Or have the system log them out after their status is set to away.
Chris Kelly commented
Sounds similar to the request I added: https://microsoftteams.uservoice.com/forums/555103-public/suggestions/39422686-on-the-ptsn-and-sms-usage-report-csv-display-t
What? We can't get a list of missed calls to a queue? Yes. Get this feature added. Like yesterday.
Romeo S commented
We need this in form an e-mail notification to the call queue members.
Jim L commented
I definitely need more detailed reporting for the calling queues and auto attendants.
With Telstra in Australia we don't even get the PSTN Usage report data
This feature is essential and likely a reason to switch back to vonage...