Forum Discussion
Missed calls
Hi
My company currently uses teams for all incoming and outcoming calls. However i really need reporting on number of incoming calls, number of missed calls and also call distribution across all my staff. For example if would need to know the following
Number of calls by hour and how many calls was missed
Staff name - 10 calls taken during this day
Is there any option or bolt on we could use?
danhatton1983 you use the Usage reports, Go to Teams admin center -> Analytics & reports -> Usage reports and run the reports
for the Call Queue and Auto Attendant Call History of your Agent, you can refer to the below PowerBI templates.
Auto attendant and call queue historical reports - Microsoft Teams | Microsoft Learn
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I get that you can use the admin centre to see this but is there anything that the end user can use wh is in a call queue
I'm curious as to what information you would like to see?
Are you looking to report on the same sort of things that @danhatton1983 was looking for in the original post as I believe his question was about individual users and you are looking at call queues. Or are you still looking for some way to report on all of it, individual users, user groups and call queues?
Hi danhatton1983 ,
Yes, there are several options and add-ons available that can provide the reporting functionality you're looking for in Microsoft Teams. Here are a few solutions you can explore:
1. Microsoft Teams Call Analytics: Microsoft Teams provides built-in call analytics that offer insights into call quality and usage. It provides data on call volume, missed calls, and other metrics. You can access this data by going to the Microsoft Teams admin center and navigating to Analytics & Reports > Call Analytics.
2. Power BI Integration: Microsoft Teams can be integrated with Power BI, a powerful business intelligence tool. By connecting Teams data with Power BI, you can create customized reports and dashboards that provide in-depth call analytics, including the number of incoming calls, missed calls, call distribution by hour, and individual staff performance. This integration allows for more advanced reporting capabilities.
3. Third-Party Reporting Tools: There are several third-party tools available that specialize in call analytics and reporting for Microsoft Teams. These tools offer advanced reporting features and can provide detailed insights into call data, including missed calls, call distribution, and individual staff performance. Some popular options include Luware Nimbus, Prognosis for UC, and Nectar Evolution.
4. Custom Development: If you have specific reporting requirements that are not met by the built-in features or third-party tools, you can consider developing custom solutions using the Microsoft Teams API. With custom development, you can extract the necessary call data and build tailored reports to meet your specific needs.
It's important to evaluate your requirements and budget to determine the best solution for your company. Consulting with your IT team or a Microsoft Teams specialist can also help you find the most suitable option and guide you through the implementation process.
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