Forum Discussion
Teams phone system stats
Hello
I have been looking to replace our aging onsite pbx system and while looking at various options i have been testing the Teams phone system functionality, (we already use Teams as our collaboration platform. I have set up a test environment with a couple of queues and an auto attendant, all works great but i was looking to grab some statistics, the thought being if we introduce this to our support teams i can report on missed calls by certain queues, call volumes etc, i don't see an obvious place this exists am i missing something i thought this would be an obvious feature, is there any way to get this info?
5 Replies
Hi Matthew99
There is a new Call Quality Dashboard (CQD) called Auto Attendant & Call Queue Historical Reportavailable since a few weeks.
https://docs.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reportsYou need to install it with Power BI Desktop and then publish it to Power BI web version.
This template provides the following three reports:- Auto Attendant – showing analytics for calls coming into your Auto Attendants.
- Call Queue – showing analytics for calls coming into your Call Queues.
- Agent Timeline – showing a timeline view of agents being active in Call Queue calls.
To learn more, read https://docs.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports.
You can test this report. This one could fit your requirements.
Warm regards.
Lars- As per my knowledge, this update is still not available with Microsoft. You can vote for the features to prioritize its release.
Regards,
Zoe - Did you look at the reporting module in Teams? https://admin.teams.microsoft.com/analytics/reports
ThanksErwin Bierens , yes i did look here but i can't see any useful data, for example i have set up a test with an auto attendant and 2 call queues. depending on what is pressed ie 1 for support or 2 for accounts this then routes to the correct queue, this all works fine but from the reports and analytics all i see is the call to the auto attendant so all of the calls and therefore not the individual calls for support or Accounts.
know of a way i can get the call queue stats?
- There are not CQ stats available at this moment
Please vote on uservoice for this feature:
https://microsoftteams.uservoice.com/forums/555103-public/suggestions/38696134-show-call-history-for-calling-queues-including-wh
