Oct 20 2020 01:37 AM
Oct 20 2020 01:37 AM
I'm trying to find a way to get Teams Call Queue calls waiting time (how much time the caller waits on the queue before an agent took the call).
By using the Get CallRecord method I was able to get details about regular Teams calls by call ID -
I was wondering if I can do the same with Call Queue\Auto Attendant calls and try to figure out the waiting time with the data I will get.
I know 3rd party tools, which gives the details I'm looking for, using Graph webhook subscription - so I'm pretty sure I can get this data too, just can't find out how.
Any suggestions would be appreciated.
Nov 29 2020 08:35 PM
Nov 30 2020 08:37 PM
Feb 04 2021 08:56 PM
@Varaprasad-MSFT so it's available for integrators who charge for their services to your customers, but not directly for your customers?
It's very clear, by performing some trivial investigation, that this information is available in third party subscription solutions. I think what we're all asking in this thread is how they're getting this data and why we (your customers) can't do the same.
To tell us it's 'not available' is misleading at best.
Nov 02 2021 12:31 AM
@jameskirsop - Currently we do not have Graph APIs to provide reporting information on Call Queue feature in Microsoft Teams. We have this items in our backlog.
The reporting from 3rd party is coming from their own solution and not Microsoft Graph APIs. All call handling from the "queue" point of view are performed by 3rd party solution. Using presence API, 3rd party solution then routes the call to Teams users.
Nov 02 2021 07:14 PM
Hi @Wajeed-MSFT, thanks for your response. The frustration I (and it seems others I've talked to) are facing in relation to this particular problem are numerous. For example, consider the following points.
The CallRecords Endpoint / Webhook subscription is painful to use and can not be trusted for reasons including:
Microsoft have a queue feature built in to Teams but no way of reporting on it. This feature should have not shipped without being able to accurately report on the length of a queue, or how long someone is waiting in a queue. This is critical information to drive continual staff improvement and development for organisations using the feature. We should not have to rely on third party solutions to offload call routing just for the sake of getting access to reports.
I look forward to your response to these points.