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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HRC
commented
we neeeeeeeeeed this
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Rixy
commented
Hi UC Architect, we're looking into Heedify based off of your comment. Thanks.
MS, stop dragging your heels!!!
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UC Architect
commented
We just finished a pilot with third party (Heedify) after months of search since we dont want to switch to another CC solution much more complex. So far very happy with it
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Kannan
commented
pls enable this options..
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Holger
commented
Any news here? Its really needed and frankly its basic functionality in a phone system.
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Anonymous
commented
If Microsoft wants companies to continue to use Teams as their choice of phone and communication system they need to prioritise the areas that meet the users' needs, This is a required feature for any desk taking customer calls.
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GARCIA
commented
With COVID and all at home, we can't have a vision of what's happen with calls for our agency. A lot of us customers complain than they can't always have us by phone. Thank you.
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Anonymous
commented
We could really make use of this feature, can this please be moved forward?
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Anonymous
commented
Currently SfB Online, (now integrated with Teams), is seriously not fit for purpose is a Call Centre environment. Unfortunately, it was mis-sold to the company I work for and have been waiting and waiting for Microsoft to write the code for this since SfB went live in Sept 2018. :( :( :( :(
100% should have been std feature from day from when it was first released.
Take care everyone. :) -
Sa Wu
commented
callRecords for call queues/auto attendants/resource accounts should have been an out of the box feature.
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Louis
commented
Has this functionality been considered for deployment. Teams Telephony is a non starter in our business.
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Anonymous
commented
ANOTHER comment to update this information and get it off of the backlog. Still waiting for the release of the Teams Graph API. We were told that this was expected "soon" when we switched almost a year ago. I cannot recommend the switch to other organizations until this basic reporting functioning exists. It would have been a deal breaker for me. The amount of time we spend to get basic reporting is ridiculous for this size of a product.
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Anonymous
commented
Please may we have an update on this? As many people have expressed here this is a fairly basic feature requirement for organisations to be able to report on usage of queues and attendants so we really need this implementing as soon as is possible.
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Neo Jiang
commented
Any update from the backlog?
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Andrew Herbert
commented
We could really make use of this feature, please can this be moved forward?
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Joel Coash-Johnson
commented
Please create details report for Call Queue and Auto Attendant
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Jesse
commented
MS Teams Voice calling is currently like a baby's toy. Basic functions like reporting for call ques lack of a call center dash board, hunt groups. and limited support for phones. You need to roll this out, or it will be better to pay for API calls to teams and leave the call routing to anyone else.
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GM
commented
Is there any talk of taking this off of the backlog?
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J.CASIER
commented
Please create details report for Call Queue and Auto Attendant
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SJ
commented
This has been 'on the backlog' since Feb 2020. Please provide a progress update.