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PowerBI / Detailed PSTN Info for Call Queues / Auto Attendants in Teams

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Occasional Contributor

For any business, data is key.

 

Microsoft Teams/Skype for Business is a complete let down when it comes to analytical data. Our PBX is completely cloud based, yet I cannot access simple reports like "Who's on the phone now" or "How many calls is the Sales department answering?".

 

Skype for Business/Teams has a very basic PSTN report. But it does not give information for calls that are incoming from a Call Queue - for example, "Who answered the phone?" "How long did it take to answer that call from the Sales Queue?"

 

Without this basic call information from any reporting solution, we cannot improve our service.

 

My question is, what is Microsoft doing in terms of reporting for Teams/Skype for Business - Can we expect any meaningful PowerBI integration anytime soon

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7 Replies
best response confirmed by James Lovegrove (Occasional Contributor)
Solution
Hi James! This is something we hear quite a bit - we are looking into a round of improvements to Call Queues/ Auto Attendant - including surfacing some simple statistics from the Call Queue for queue members. We don't currently plan to hook this up to Power BI as yet though.

@Krishnan Raghupathi Thank you for your reply.

 

If no PowerBI integration is in the spotlight, please can you look at enabling the PowerShell CMDlet that was disabled by Microsoft for auto exporting the PSTN reports. All of our services run through Office 365 and Dynamics, and we'd really like to pull data from the services we are using.

 

Good news to hear that statistics are being looked at. And I implore you to contact me further should you require any feedback.

 

Many thanks! :)

@Krishnan Raghupathifollowing for necessary update on simple statistics.  Abandon Rate, ASA, etc. by agent and by queue.

@Krishnan Raghupathi Hi Krishnan any updates regarding?  I'm interested to know if it's possible to combine CQD/Power BI analytics with real-time Call Queue info and Call agent presence/availability into a Dashboard?

 

@ANDY1975 - Thanks for reaching out. I'm no longer within the Teams organization although I'm still a Microsoft employee. I'll forward your query to the team, but I recommend also reaching out through current Teams Voice forums :)

@ANDY1975 Sadly, I'm no longer with the Teams organization so I don't know. I'll forward this query to the team but also recommend reaching out through current feedback forums.