Forum Discussion
Call queues missed calls history
Hello, is there a way to see call que calls history?
53 Replies
- I've seen this question asked a number of times with no clear answer, I know that there are third party apps available in the App Store which do take care of comprehensive call reporting and analytics. Have a look at this one http://www.analytics-365.com they are a Microsoft partner and cover a lot of Microsoft Teams and Teams Calling analytics and recording.
Here's my experience if it can help: we ended up using Landis Contact Center to run our call center. It runs on top of Teams Phone Systems. While it's not the cheapest option, it provides true call center functionalities & queue reports.
The only drawback is that outgoing PSTN calls are combined with regular outgoing Teams calls in the reports, which is due to a Microsoft limitation. So if your call center mainly does outgoing calls it's important for those reviewing the reports to be aware of this.
On the positive side, the Call Queues / Agent reports are excellent.
It seems that it will be available with the new Teams Queues App and Teams Premium
https://support.microsoft.com/en-gb/office/use-the-queues-app-for-microsoft-teams-370ad83e-c2c1-4a9f-8a59-16c98be102e9Not sure but you will need Teams Premium for each user I understand. It looks more like a contact center solution. https://techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-the-queues-app-enabling-customer-engagement-in/ba-p/4095971
Maybe the below is a solution, affordable for everyone and works with calling plans, direct routing, operator connect and even Teams voice calls can be monitored: https://www.youtube.com/watch?v=RSejhkYoCpA
You can get it a 30d trial from Microsoft Appsource: https://appsource.microsoft.com/de-de/product/web-apps/twincapfirstag1583404600025.easycallreport?tab=Overview
Hello,
We have exactly what you're looking for! Our solution offers a simple and effective method to display and evaluate missed Teams Call Queue calls. Additionally, our solution features a user-friendly 1-click callback button, allowing you to quickly and effortlessly reach out to your customers. You will also have access to all relevant information such as the caller's phone number, time, and date of the missed call.
If you need any further information, please don't hesitate to contact me.
Best regards,
Hi Matthias, we also missing internal Callhistory (Teams to Callqueue). Is your Tool also reporting this Calls? and how long is the delay? Best regards Marc
Hello Marc,
our solution only works with PSTN or direct calls and not with internal Teams telephony. The average delay is approximately 10-15 minutes. Best regards, Matthias
Maybe the feature comes now with the new teams
https://adoption.microsoft.com/en-us/new-microsoft-teams/- Advanced calling features, such as call queues and reverse number lookup
- This is "being worked on" - so it's *not* yet in the preview version. In fact the preview (aka "new Teams") version is missing all of the call queue features as of now.
The preview does not even have contacts, nor any working call queue functionality.
I wonder what version they based this on, it looks like they started over from scratch entirely and left out all important functions.
A joke indeed.
- I seriously hope so.
- This features was announced at Ignite 2020 but after more then 2 years it is not working as expected. I am wondering why...
https://techcommunity.microsoft.com/t5/microsoft-teams-blog/what-s-new-in-microsoft-teams-microsoft-ignite-2020/ba-p/1665600#calling
- It's ridiculous that this isn't natively available. What kind of PBX doesn't show information on missed calls within a queue?? An absolute pain to deal with.
- yes it is … But worst nobody no response from MS … it's not a company but a prison for users…
- https://feedbackportal.microsoft.com/feedback/idea/cad91ec6-523b-ed11-a81b-000d3a7dd504
Vote on that uservoice, hopefully they will see it there. Thank you!
Have a nice weekend!
- Any Updates about that feature?
Does anyone know if something is planned in the roadmap at the moment?
Is there a way to get a feedback from MS on this topic?
This is a must feature. They shound't developp whatever features until this kind of function are not available...Microsoft support said it was planned for this year 2022.
We have sent a support request to Microsoft about this.
Unfortunately, nothing has changed since then.K_E Thank you. We'll wait then 😞
- Is there a workaround for this other than comparing report to log?
