Forum Discussion
Call Queue Reports - Round Robin - Who didnt pickup the call and setting to ring next agent
We need to see who isnt picking up calls when round robin is enabled and what setting is there to change the timeout to ring the next agent?
1 Reply
You won't be able to see which agent didn't pick up the call from any MS report. You would need a 3rd party Contact Centre solution for that for instance.
You can however change the timeout via Call Queues through Teams Admin Centre under Agent Selection.
For MS CQ and AA reports, the best thing are the Power BI reports. You'll at least get quantity of calls coming in, peak times etc. How many were answered, abandoned...
https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports
