Microsoft Teams Auto Attendant and Call Queue Reporting - Enhanced Report V3.0.4 released

Microsoft released Teams Auto Attendant and Call Queue Reporting PowerBI - Enhanced Report V3.0.4 with Corrected errors, improved call classification, data pipeline and added new legends to the report.

You can download the last version - Download Power BI Query Template For Teams Voice Applications (Auto Attendant and Call Queue) from Official Microsoft Download Center

This PowerBI template provides 3 different reports for Auto Attendant, Call Queue and Call Queue Agents Timeline,

• The Auto Attendant report shows analytics for calls coming into your auto attendants.
• The Call Queue report shows analytics for calls coming into your call queues.
• The Agent Timeline report shows a timeline view of agents being active in call queue calls.

CQD PowerBI Connector Installation

Assume you've already installed Power BI Desktop on your computer and that your account has the necessary permissions to access the CQD data pipeline.

Once you downloaded the PowerBI template, Open Teams Auto Attendant & Call Queue Historical Reports V3.0.4.pbit template file.

You'll be prompted to select the Data Source. Select the api.interfaces.records.teams.microsoft.com entry.

You'll be prompted to sign in with an account. Select Organizational account tab and then select Sign in.

How the data pipeline works?

Earlier versions used Call Quality Dashboard access to view the historical calls report and doesn't use the Call Quality Dashboard (CQD) data pipeline. 

If you need to give access to non-IT user you need to assign one of these permissions.

With V3.0.4 Microsoft using Voice Applications Analytics Collector (VAAC) service to report Auto Attendant, Call Queue and Agent Timeline reports.

Auto Attendant :-

This report will provide statistics on incoming call type (internal vs external), Avg.Calls in AA and Avg.user action and final call results e.g Call Disconnected, No user action, No operator, Disconnected with user action, call transfered to external/call queue etc..

Now even go deeper for user action to reach internal user either using DTMF/Voice on the directory search.

Call Queue: -

This report will provide statistics on incoming call type (internal vs external), how long user was on the queue before agent was answer the call or abandoned, Final call results, Call overflow etc..

Agent Timeline: -

There is not much changed on this report compare to earlier versions.