In this post I describes how you can get some reporting for your Microsoft Teams Call Queues and Auto Attendants by using Microsoft Power BI. Microsoft recently added reporting capabilities for Teams Call Queues and Auto Attendants which show you some data on:

• Auto Attendant | calls to Auto Attendants
• Call Queue | calls to Call Queues
• Agent Timeline | agent activity in calls via Call Queues

Table of contents

1. Requirements
2. Get Microsoft Teams Tenant Data Location
3. Ready PowerBi
4. See results
5. Updated auto attendant and call queue historical reports V3.0.4 November 28, 2022
   1. Microsoft Teams Auto Attendant report V3.0.4
   2. Microsoft Teams Call Queue report V3.0.4
   3. Microsoft Teams Agent Timeline report V3.0.4
6. Updated auto attendant and call queue historical reports V3.1.6 April 15, 2024

Requirements

• Power BI subscription
• Power BI desktop app (can be download in the Microsoft Store)
• Power BI CQD Power BI Query Templates Download Power BI Query Template For Teams Voice Applications (Auto Attendant and Call Queue) from Official Microsoft Download Center
• Teams Call Quality Dashboard (CQD)
• Teams Call Quality Dashboard (CQD) access permissions
• Microsoft Teams Tenant Data Location, actually the CQD data pipeline region

Get Microsoft Teams Tenant Data Location

#Get Teams Tenant Location Service Instance Info
#2020-12-20 Erik Kleefeldt - Draft Example
#2024-06-20 Erik Kleefeldt - Updated Example

#Connect
Connect-Microsoft Teams

#Get your tenant overview (optional)
Get-CsTenant

#Get your cqd data pipeline region
(Get-CsTenant).ServiceInstance
#Save the output in notepad or else for later

#Disconnect
Disconnect-MicrosoftTeams

Result example

Ready PowerBi

• You now have to download the CQD Power BI Query Templates.
• Unzip the CQD-Power-BI-query-templates.zip

It should look like this in your file explorer.

• Open “CQ and AA combined Analytics 20201105.pbit” it opens Power BI Desktop
• Select the correct region

• Click on “Load”
• You’ll get asked to authenticate (it might popup in the background)

• So, data is getting fetched/updated.
• Power BI Desktop will show the reports with several tabs
• Keep or modify it as needed but be aware that if you delete or change something it make break functionality
• As soon as you are ready click on “Publish”
• Save the file to OneDrive or local on your system by using a good name, like “Teams Calling Hotline Report”
• After saving open your browser and go to Power BI
• Perhaps you could create a new Power BI work space, first, calling it, for instance “Teams Calling”
• Upload the Power BI file you saved earlier and wait until is is uploaded
• Open the report

See results

You should be able to see some data if you were already using Teams Call Queues and Auto Attendants and there is some data. In my case there is not much data because this is my test tenant with not so many calls.

After you’ve accomplished this you can easily access it in the future or share it with your fellow Teams Voice administrators or Teams Hotline managers for call queues and auto attendant.

Updated auto attendant and call queue historical reports V3.0.4 November 28, 2022

At November 28, 2022 the Power BI report templates were updated and brought further enhancements into the reports which show historical Teams calling data for auto attendants and call queues. Check out the most recent version on the Power BI report templates.

Microsoft Teams Auto Attendant report V3.0.4

… shows analytics for calls coming into your auto attendants.

Source: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports

Microsoft Teams Call Queue report V3.0.4

… shows analytics for calls coming into your call queues.

Source: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports

Microsoft Teams Agent Timeline report V3.0.4

… shows a timeline view of agents being active in call queue calls.

Source: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports

Updated auto attendant and call queue historical reports V3.1.6 April 15, 2024

The Teams Auto Attendant & Call Queue Historical Report Power BI template provides the following three reports:

• The Auto Attendant report shows analytics for calls coming into your Auto attendants.
  • Original
  • New (as of v3.1.0)
• The Call Queue report shows analytics for calls coming into your Call queues.
  • Original
  • New (as of v3.1.0)
• The Agent Timeline report shows a timeline view of agents being active in Call queue calls.
  • Original
  • New (as of v3.1.0)

These reports use data from the Voice Applications Analytics Collector (VAAC) service.

 Note: The Original reports will be removed from the Power BI template in July 2024.

Source: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports#v316-published-on-april-15-2024

Conclusion, opinion and summary

It helps you to gain an holistic overview for calls and agents in your Teams Call Queues und Auto Attendants. Moreover, the Power BI reports also visualizes some call flow metrics to improve your service operations for your telephony with Microsoft Teams. It’s worth to take a look into the documentation from time to time to check if there is a new Power BI report template available.

Additional resources

• Download Power BI Query Template For Teams Voice Applications (Auto Attendant and Call Queue) from Official Microsoft Download Center
• Auto attendant and Call queue historical reports – Microsoft Teams | Microsoft Learn
• Call Quality Dashboard (CQD) setup – Microsoft Teams | Microsoft Learn