Forum Discussion
Teams Reporting - Call Queue Agents
Hello,
We have recently switched to using Teams for our Auto Attendance and Call Queues. A manager reached out to me for a report or at least a visual for one of her employees. She sees a high number of calls but one of her employees has a low number of calls taken. She was wondering if there was a report or somewhere to pull this agents missed calls or rather the calls that came into the call queue and he didn't answer and let the 20 secs run out and have the call go to the next agent.
Any thoughts on where I can find this data?
Thank you!
13 Replies
- Hi,
When looking to understand your customers, manage performance and service levels, it is common to integrate a call analytics package to your voice platform. Here is one specifically built for Teams -- https://vimeo.com/944784133/fc6d010865?share=copy
Hope this helps
Regards
AndiAndiW16 See my previous post. I shouldn't have to buy another product in order to get basic capabilities from Teams.
- Check out https://teamspowerpack.com
Charlie RamírezI don't think we should have to buy another product to get what is standard reporting in most (all?) other telephony solutions.
- We require better Teams Voice and Teams Calling Plan reporting as well. The sample reports in Power BI are lacking in call detail and there is little help customizing them.
You may want to look into generating your own Power BI reports. We do not require detailed reporting for our CQ and AA, but the basic reports offered us the insights to create the reports we needed.
https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports
DennisMatl Unfortunately i do not know where to start with that
- I think the brand-new improvements to the delegate function might be able to address this use case.
Microsoft introduced a separate Call Log for the Delegates and Delegator. Making it really easy to see history (and even call barge!)
There's a good write-up about it here:
https://networking-talks.blogspot.com/2023/07/microsoft-teams-has-added-new-features.html- Hi Carl, can you explain further how the improvements to the delegate function improve Auto-Attendant/Call Queue reporting? We have many A-As and CQs and the current report (albeit a big improvement on the previous report) does not provide the information our users expect.
Stewart_Ross - I agree. I was asking about A-As and CQ not delegates. So you also find the reporting lacking? I'm able to get overall numbers but not details.
Carl_Karawani - Any reporting upgrades for agents that are part of Call Queue's?
