Call reporting for Microsoft Teams Auto Attendants and Call Queues

Finally, we have the ability to run reports for Microsoft Teams Auto Attendants and Call Queues, albeit probably a little clunky for the average user.

Today reporting is only available via the PowerBI app using a Microsoft supplied report template. Microsoft have promised that these reports will eventually be available directly in the Microsoft Teams Admin Centre which will be a welcome improvement.

The official documentation details the process pretty well – you can find it here. In my case I wasn’t presented with any sample data as mentioned in the instructions, not sure why. Once you have followed the instructions you should be able the following reports.

Auto Attendant

Call Queue

Agent Timeline

As an aside, there are several other report templates for Microsoft Teams that you might find useful too – check them out here. Happy reporting!

 

 

Andrew Morpethhttps://ucgeek.co/author/amorpeth/
Andrew is a Modern Workplace Consultant specialising in Microsoft technologies based in Auckland, New Zealand; Andrew is a Director and Professional Services Manager at Lucidity Cloud Services and a Microsoft MVP.

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10 COMMENTS

  1. this is really good… But I couldnt figure out how you can see call logs… and specially the time that the call took place… This is an overview… it gives you the dates and number of calls… do you guys know how I can get that data?

    • In the Teams Admin Centre there is a report you can run that provides call detail records. Analytics & reports -> Usage Reports -> PSTN and SMS Usage. Try that one. I have a script that pulls this info too, let me know if you are interested and I will get it published on GIT Hub.

      • Id love a copy of that script that pulls the pstn and sms usage from teams admin centre! im building a flow that will download the script and update the file to be published in powerbi

  2. Hi Andrew, I need some help on getting status of the agents in a queue and their performance, any help is highly appreciated, thanks in advanced.

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Andrew Morpethhttps://ucgeek.co/author/amorpeth/
Andrew is a Modern Workplace Consultant specialising in Microsoft technologies based in Auckland, New Zealand; Andrew is a Director and Professional Services Manager at Lucidity Cloud Services and a Microsoft MVP.

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