Updated: Dec 7, 2022
#microsoftteams #microsoft #powerbi #analytics #teamsphone
Part 1 Using Power BI to analyze MS Teams Auto Attendants and Call Queues – PART 1 -Auto Attendant Analytic (samanthaeasterday.com)
Part 2 Using Power BI to analyze MS Teams Auto Attendants and Call Queues - Part 2 - Call Queues Analytics (samanthaeasterday.com)
Part 1 I went through the information shown in the Auto Attendants Analytics report. Describing what the information is actually telling you in the real world.
Part 2 I went through the information shown in the Call Queue Analytics report.
There are 3 areas to get information in the CQ and AA combined Analytics report: Cloud Auto Attendant Analytics, Cloud Call Queue Analytics and Cloud Call Queue Agent Timeline. I will give you more details on the Cloud Call Queue Agent Timeline.
Just to reiterate some limitations with these reports:
The data does not refresh on its own, it is not real time and must be refreshed manually.
It usually takes 30 minutes for data to come in after call is done but can take longer.
CQs and AAs are shown by Resource Account names.
Only 28 days of history is available in the dashboard because the data is considered personal data and is subject to data privacy retention policies.
You need a Power BI license to create the reports, but users can use the free version
Important Note: When a call arrives at the first call queue, if the number of calls already waiting in that queue has reached the Call overflow handling limit and if the redirect option sends new calls to a second call queue, then the agents in the second call queue will be shown as being in the first call queue on this report.