Forum Discussion
Call queues missed calls history
Hello, is there a way to see call que calls history?
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.
