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.
Sascha Stops
shared this idea
Thank you for your votes and comments. This item is now on the backlog. We’ll update when we have more details to share.
100 comments
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Florian
commented
Essential feature! We need this, too!
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C.Gault
commented
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.
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C.Gault
commented
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 -
SP
commented
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.
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Sujeevan Siva
commented
Yes, this feature is definitely needed, as of right now, I can see who is making outbound calls, just need to be able to see who is answering the inbound calls to the Auto Attendant. We switched to PBX assuming these metrics would be included, so this kind of took us by surprise. Hopefully, you can add this feature soon because I've been waiting since 2019.
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Jackie Cassidy
commented
It's now 2021 how about an update? pls
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Jignesh Patel
commented
Any update on this feature? As this feature is very much needed for business to know basic details like how many calls received to AA/Call Queue, how many got failed or not answered etc...
Please enable this feature ASAP. -
Maik Nagy
commented
Much appreciated if this feature can be implemented soon. Our cloud only customers really want to have a deeper insight into their AA/CQ.
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Quinn Craven
commented
This would make life so much better for us, we are just moving our entire phone system into Teams and so far we love it but the ability to pull reports (a live queue stats page would be nice as well) so that we can expand this system into our CC would be amazing.
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James Harper
commented
Much needed for small business adoption.
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Scott Wiles
commented
Concur, need this for several customers
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Lars Deuber | DEC365
commented
This report seems to be in preview and can be installed with Power BI Desktop.
Check it out:
Auto Attendant & Call Queue Historical Report - Microsoft Teams | Microsoft Docs
https://docs.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports -
James
commented
Allowing this data via Graph would also be helpful. There's no way of being able to retrieve (or subscribe to) records for calls that come in via a queue.
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Stef
commented
This is something we absolutely needed for our business.
Managing the call flow for a team is not enough, at least a basic report is needed !!!
We are going to use heedify but this is a shame that we need a third party for such a basic service
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DGC
commented
We are looking to make a full transition to teams for our phone system, but there are a few components that appear to be missing in order for us to reach feature parity.
Visibility in the current status of the call queue is huge.
Other items include dial by extension for internal calling and an out of the box call centre for our receptionist users.
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Anonymous
commented
Need to know the roadmap for the future of CallQ and AutoAttendant features. Is there going to be an PRO version or should we start looking at AD INS?
I have been hearing about a published API for months and months for third party app developers to create products but it has not yet been released? See lots of BETA products -
Chris Martin
commented
Yes, this is a critical need to be able to consider this as an enterprise replacement solution. Lack of metrics or at least a dashboard to see various call queues, whose in and whose out doesn't let me give it a viable pilot at this point.
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Jon Clarke
commented
Critical to being able to use this system properly. Otherwise its a good setup for a business such as ours but without this feature it won't work. it's a massive hole in the system, we can't afford to lose clients with missed calls. PLEASE MAKE IT TOP PRIORITY!!!!
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Ralph
commented
We do need this. We have situations where we would like to report on the activity but cannot. Thanks.
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Cat
commented
Would love to see this. A few of our call agents used to call any missed calls back (those who didn't leave voicemails) but they don't have an easy way to do this now. It would make it easier to see the call volume as well.