Microsoft Teams Call Queues and AA Reporting
Microsoft Teams Call Queues and AA Reporting.
Features like, Abandoned Call Reporting, Average Wait Time etc.
Teams has been a good stop-gap, it's not a viable permanent solution without better queue reporting features.
I just need my call queue users to be able to see the call history of all calls to the queue. When is this going to happen??
Lauren Shadbolt commented
The current call reporting needs to be improved dramatically to build better user cases for other locations for larger businesses but also so we can understand what the user experience and how often teams are using the solution in an age where people barely have landlines any more.
This should be a top priority. As a teams admin, I can't even decipher the current reporting into anything that would be of use other than total calls and total duration. This is unacceptable and needs to be a top priority or we are moving to ring central
Eric Connelly commented
Agreed. Most other phone vendors offer this feature.
Teams biggest advantage is that ACD/Ques are included versus being an extra charge from everyone else, but everyone else offers reporting.
Sergio Legrant commented
My customer service representative is on the phone with a customer. Another customer calls, the auto-attendant picks up the call and transfers it to the queue. The customer is tired of waiting and hangs up before being asked to leave a voicemail. I can't almost believe that it is not possible to track these lost calls... There are potential lost sales and unhappy customers. This means Teams Calls are not appropriate for businesses who actually care about their customer experience and their revenues. You need to try harder Microsoft Teams Calls product owner. A simple power automate generated e-mail for dropped calls would suit the needs of our company for that. Don't need nothing fancy, just something that works and provides us a list of dropped calls. Some basic powershell script? Don't tell me you can't prototype something in one week? Example: https://www.starwindsoftware.com/blog/monitoring-microsoft-teams-using-powershell-universal-dashboard
Juan Sanchez commented
It is 2020 and Teams calls reporting capability is super lacking. It has been like this for almost two years.
How can organizations analyze call volume when the information provided in TEAMS is so dam limited?
I just don't understand Microsoft's way of doing things. This is so essential to any Voice System and yet Microsoft think otherwise.
Mark W. commented
These are must have reports. We migrated hundreds of Call Queues from Skype for Business On-Prem to Teams and the business is not happy we can no longer provide the same level of reporting.
Also, who has answered calls to a call group, how long callers waited, if the call went to voicemail etc. This stuff is important to ensure we have the right set up, that we set the correct ringing times before voicemail kicks in etc.
Frank Looijesteijn commented
Check out MAF ICIMS from MAF InfoCom: https://www.mafinfo.com/article/microsoft-teams-call-queues-and-auto-attendants-reporting/
demo or free trial: https://www.mafinfo.com/demo-or-free-trial/
very important for our university
Alex Carlock commented
We're a partner and one of our clients is asking about this. They may not switch to Teams/MS Phone system because of the lack of call reporting information.