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.
Graham Manning commented
The apparent lack of sensible, reasonably priced call centre reporting, especially for smaller call centres, is potentially going to mean we do not move to a Teams-based phone solution.
Regardless of size (and we are a small organisation) there are a couple of absolute imperative reporting requirements aside from number of calls: how long did a call take to be answered, and how many calls are dropped before being answered?
There are solutions which can report on endpoint-based stats (users) but nothing I have yet found which will report from the phone system side.
This is such a basic requirement. We're not asking for full-featured CC with wrap-up timers and account codes... Just to know how many calls we might be missing!
Sean Stockburger commented
Please put this back on the front burner. This is fundamental call queue stuff. We need real time data to provide efficient phone support. As it stands right now we hear all too often, "I tried to call but couldn't get through to anyone" even though we thought we were staffed adequately. We have our Teams queue set to transfer to voice mail when there are more than 2 people waiting in the queue, or when the wait time exceeds a couple of minutes, but such features do not make up for a lack of information.
Being able to report on Call Queue / Auto- Attendant information is a must have for any business so can someone at least give an update on when this is going to be available?
We need the reporting feature ASAP.
Migrating from SfB to Teams and it's embarrassing that reporting previously available is not available in Teams. This functionality is needed ASAP!
Ed Murphy commented
Definitely need a robust reporting toolset for the Microsoft Business Voice products. This is a must have for any business voice system.
Gad Hamak commented
Please add this feature. If there is an API or a PowerBI template and instruction that we can use, it would definitely help.
Jan Stutz commented
Please add this feature as soon as possible.
I've posted a 'nast' workaround to see missed calls on a call queue over at this thread, go check it out if you need this feature:
Looking at Business Voice as a potential tool to enable flexible call handling but require the ability to understand the call statistics . . . How long do the waiting lists get (how many callers in queue; how long do they wait)? How are the agents performing (Do they answer when they are called, how many hops before call is answered)? Where do calls go from the agent?
Is there any way of accessing this information, perhaps through PowerBI?
Is there a ETA for this? there are many third party tools that can do it? Why is this taking so long because this is a feature that has to work from the beginning..
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.