Forum Discussion
Queue App - historical agent information
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.
https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports
The Auto Attendant and Call Queue Historical Reports have been around for quite some time and the information they provide is mostly confusing and sometimes downright incorrect, not to mention the requirement to run PowerBI to create them. I was led to believe that the introduction of the Teams Queues 'App' would provide Historical Reports 'out of the box'. Some instructions indicate this may be the case, others advise we are still stuck with the legacy reports accessed via PowerBI. Not to mention we still have the 27/28 day limit on historical data (does any call centre not require at least Monthly stats?) either way. Does anyone have clear information on what the 'new' Historical reports comprise and how they are accessed?
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.
