Our call center are starting to use Teams for support using chat / message functionality in Teams Channels. Call Center staff can ask specialized agents questions and get quick answer to provide the client the right answer asap.
In theory Teams is great for that - but they don't have any visibility to be able to tell how well its being used.
They can't pull how many messages posted in each channel per day. Which channels got heavily used? Is this a trend? Is there an incident?
They can't pull time of messages and how quickly the user received a response. So if agent are complaining anecdotally that it takes too long to get an answer there is no data to confirm nor refute that well.
Is this kind of data something Microsoft are looking to provide in the future?
I appreciate the data availability via eDiscovery meets compliance requirements - but it doesn't really provide the data in a practical sense for use by the Team/Channel owners. This kind of data is so critical now - seem it shouldn't even be a question that it should be available?
