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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. 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 Analytic report.

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 to view them.





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I have started to play around with Power BI to get more information from Teams Auto Attendants and Call Queues. ‘MORE’ is a strong word…I should really just say ANY information (if you know, you know) 😉. This has been a long-awaited feature for Teams AAs and CQs and sometimes becomes a barrier for customers to adopt Teams Calling. So this is long overdue!

The instructions to install and upload the report Microsoft provides are clear enough and easy to follow. I’m not going to repeat those steps, but here is the link Auto Attendant & Call Queue Historical Report - Microsoft Teams | Microsoft Docs. This link also goes through what the reports information is showing you, however it gives the absolute basic information and not real-life scenarios. That is what I am going to be focusing on in this article.

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.

A few limitations to 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 to view them.

This article will go into more detail about the Cloud Auto Attendant Analytics. Parts 2 and 3 to follow.






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  • Writer's picturesamanthaeasterday

Microsoft has delivered a mobile-first experience for Microsoft Teams Phone!

Currently, Operator Connect Mobile is available through Microsoft's Operator Connect Partners, BT, Rogers, Swisscom, Telia and Verizon. You no longer have to rely on the Teams app on your phone. Your cell phone natively becomes a Teams Phone endpoint! Inbound and outbound calling is routed via Teams because Teams becomes the cell phone's PSTN connection.

Benefits of using Operator Connect Mobile (OCM):

  • Use your cell phone's native dialer.

  • Teams policies apply for caller ID.

  • Outbound calls can show your corporate main number or call center number.

  • Power of Teams on your native mobile device.

  • Uses Teams voicemail.

  • Single platform for call history.

  • Teams presence will show you are using your cell phone.

  • Simultaneous ring or call forwarding is no longer needed.

  • Existing Teams compliance session recording solutions will work for both inbound and outbound calls on your mobile phone.

A few things missing as of release is SMS from your cell. You can still send text messages from your cell phone, but they will not flow or sync through Teams. However, this is on their roadmap and a feature you can expect. Your cell phone number needs to be managed by your business. Which means you can't use OCM with your personal Verizon account, your number must be transferred to your business mobile plan. OCM is only available if you are an Operator Connect customer. You cannot use OCM with a MS Calling Plan or Direct Routing.

Another great opportunity to enable your Mobile users to excel!



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