Forum Discussion
Louise Jansen
Jan 17, 2025Copper Contributor
Queue App - historical agent information
We have recently introduced Teams Queue application , it works well but doesn't seem to provide the same information for historical reporting than real time. As an example:
We are able to see the number of calls presented to each agent within the group as it happens (today), It shows us all the presented, the number answered, abandoned or timed out in real time, to ensure the correct number of resource is aligned this is essential.
It doesn't however, show this data historically, to see an overall number of calls answered, abandoned or timed out per agent for a specific date period.
The historical data only seems to provides generic information for the call queue as a whole, not the agents opted in, even when extracted into an excel report.
Is there a way to get this data historically ? or is it just not yet available. Without, we are reliant on daily Screen pics of agent impact, which is not very good!
(It is also not available within the PowerBI reporting, only calls answered are documented here)
- DennisMatlCopper Contributor
This is not the standard Teams Phone CQD PowerBI template. We are not currently using it as we use a third party call center solution. We tracked all of the data using the referenced template. Our main screen for tracking agents looked like this:
And there was agent by agent drill down capabilities also.
- DennisMatlCopper Contributor
Microsoft provides a PowerBI template specifically for reporting on Auto-Attendants and Call Queues.
It may provide you with the information you need. At least it will give you a good base to understand what data is available.
Auto attendant and Call queue historical reports - Microsoft Teams | Microsoft Learn
- Louise JansenCopper Contributor
Hi, thanks for taking the time to reply, unfortunately the PBI template doesn't provide this info either, it doesn't seem to be anywhere other than the realtime data within the Queues application.