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
Requirements
- Power BI subscription
- Power BI desktop app (can be download in the Microsoft Store)
- Power BI CQD Power BI Query Templates https://www.microsoft.com/en-us/download/details.aspx?id=102291
- 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
Install-MicrosoftTeams
#Connect to Teams (optional)
Connect-Microsoft Teams
#Connect to SFBO
$sfbosession = New-CsOnlineSession
Import-PsSession $sfbosession
#Get your tenant overview (optional)
Get-CsTenant
#Get your cqd data pipeline region
(Get-CsTenant).ServiceInstance
#Save the output in notepad, to re-read it later, if required
#Disconnect – THX
Disconnect-MicrosoftTeams
Remove-PsSession $sfbosession
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” using PowerBI
- 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.
See results
It might open the report with sample data, that’s why you need to click refresh in the PowerBI menu pane.
After this you should be able to see some data if you were already using Microsoft 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 much data.
After you’ve accomplished to see the data you might want to publish it into your Power BI workspace so that you can easily access it in the future or even share it with your fellow Teams Voice administrators or else.
There are two known issues as stated on the documentation but I’m sure that they’ll be resolved soon.
Updated auto attendant and call queue historical reportsV3.0.4 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
Conclusion, opinion and summary
Although the feature and reports are in preview – at the time of writing this post – it looks very promising. It helps you to see and understand what was going on with your Teams Call Queues und Auto Attendants. Moreover, the Power BI reports may also help you to better visualize and understand your Teams 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
- Install Microsoft Teams PowerShell https://docs.microsoft.com/en-us/microsoftteams/teams-powershell-install
- Download CQD Power BI Query Template https://www.microsoft.com/en-us/download/details.aspx?id=102291
- Set up Call Quality Dashboard (CQD) https://docs.microsoft.com/en-us/microsoftteams/turning-on-and-using-call-quality-dashboard#assign-roles-for-accessing-cqd
- Auto Attendant & Call Queue Historical Report https://docs.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports
- Known issues https://docs.microsoft.com/en-us/microsoftteams/cqd-teams-aa-cq-historical-report#known-issues
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