On the "PTSN and SMS Usage Report" .csv, display transferred calls and the Call Queue
The current "PTSN and SMS Usage Report" csv export does not include any detail on transferred calls. Our business is setup where all inbound PTSN phone calls go to our main line which is answered by one of several receptionist users in a call queue. They then transfer the call to the user who the caller requests. When the receptionist transfers the call, the report doesn't show this information.
For example, in the attached image, the Caller ID number called our main line and spoke with reception for 36 seconds. Then the call was transferred to the end user who spoke to the caller for 70 seconds. There is only one line of detail about this call for a total of 106 seconds. It doesn't state which user in the call queue answered the main line. Nor does it state to whom they transferred the call.
The same issue exists when the call is transferred to our help desk call queue. You cannot see which user answered the help desk call queue. This makes it difficult for us to rate our employees based upon the number of call queues that they answer versus direct dialed calls to them.
We are starting to perform our first few rounds of thorough pandemic analytics on the Microsoft UC / Teams cloud system we set up, and these types of issues are popping up... there is basically no visibility into anything related to call queues other than that people are calling them -- and then it's a bit of a black hole. I've read elsewhere that third-party services have access to a whole lot more information than admins do, which seems very strange to me. Admins must be able to see which employees picked up a call queue call. I'm sure this is a separate UserVoice somewhere out there, but CQ members should also be able to see who picked up a call. Between the delays in call pickup and uncertainty about how the calls are being delivered in the first place, it seems half our call queue calls simply end without being picked up. Also, the Admin portal appears to show thousands of calls with zero duration since it seems to register each instance when the CQ attempts to deliver a single call to a set of agents... Lots to work on, here, Microsoft!
Chris Kelly commented
lol, I meant PSTN.