Forum Discussion
Queue App - historical agent information
We have recently introduced Teams Queue application , it works well but doesn't seem to provide the same information for historical reporting than real time. As an example:
We are able to see the number of calls presented to each agent within the group as it happens (today), It shows us all the presented, the number answered, abandoned or timed out in real time, to ensure the correct number of resource is aligned this is essential.
It doesn't however, show this data historically, to see an overall number of calls answered, abandoned or timed out per agent for a specific date period.
The historical data only seems to provides generic information for the call queue as a whole, not the agents opted in, even when extracted into an excel report.
Is there a way to get this data historically ? or is it just not yet available. Without, we are reliant on daily Screen pics of agent impact, which is not very good!
(It is also not available within the PowerBI reporting, only calls answered are documented here)
Microsoft might not be able to monitor when tehre is anotehr app managing the calls. I’d recommend using the third-party reports.For better options, taking a look at Heedify could provide some advanced insights.
Hi Louise
This is not the standard Teams Phone CQD PowerBI template. We are not currently using it as we use a third party call center solution. We tracked all of the data using the referenced template. Our main screen for tracking agents looked like this:
And there was agent by agent drill down capabilities also.
Microsoft provides a PowerBI template specifically for reporting on Auto-Attendants and Call Queues.
It may provide you with the information you need. At least it will give you a good base to understand what data is available.
Auto attendant and Call queue historical reports - Microsoft Teams | Microsoft Learn
The Auto Attendant and Call Queue Historical Reports have been around for quite some time and the information they provide is mostly confusing and sometimes downright incorrect, not to mention the requirement to run PowerBI to create them. I was led to believe that the introduction of the Teams Queues 'App' would provide Historical Reports 'out of the box'. Some instructions indicate this may be the case, others advise we are still stuck with the legacy reports accessed via PowerBI. Not to mention we still have the 27/28 day limit on historical data (does any call centre not require at least Monthly stats?) either way. Does anyone have clear information on what the 'new' Historical reports comprise and how they are accessed?
Hi, thanks for taking the time to reply, unfortunately the PBI template doesn't provide this info either, it doesn't seem to be anywhere other than the realtime data within the Queues application.
