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Louise Jansen's avatar
Louise Jansen
Copper Contributor
Jan 17, 2025

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)

  • DennisMatl's avatar
    DennisMatl
    Copper 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.

    • Louise Jansen's avatar
      Louise Jansen
      Copper 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.

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