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.
Alexandre Lusignan commented
It is a basic feature that should be in place. The PSTN reporting just doesn't cut it. If you go to the user call history, there you see that the call queue "Called" the user and then he/she answered the call. Whatever the Call Queue is it's marked as "Bot"... Not much can be done with that information. At the very least we can get the calls in the AA through the PSTN reports in the Legacy portal, but it's so raw this data doesn't mean alot to most of our customers.
Gaylen Michael commented
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.
Sung Duc commented
Agree, such reports would be a valuable aid in planning and resource management.
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.
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
Would be interesting to figure out who has answered the call, not NO Data. That person don't work in our environment. :)