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.
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...
Thomas Baumgartner commented
A list of missed calls for CQ/AA (Direct Routing) is a must!
Justin Bounds commented
This is a needed feature for many firms.
Please resolve as soon as possible.
This is important for many internal auditing functions.
Let's Talk /IT commented
We need it also...
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. :)