Tagged: CQD

Microsoft Teams Call Queue and Attendant Reporting with Power BI

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
Source: https://pixabay.com/vectors/statistic-survey-website-template-1606951/

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
  1. Click on “Load”
  2. 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.

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 other Power BI reports may also help you to better visualize and understand your Teams metrics to improve your service operations for your telephony with Microsoft Teams.

Additional resources

Microsoft Teams Call Quality Dashboard (CQD)

In this post I describe the CQD for Microsoft Teams and provide an high-level overview on its capabilities.

What’s the CQD? The call quality dashboard, short CQD, is a rich dashboard and reporting platform to check and ensure call quality metrics. Furthermore, it helps to analyze and to troubleshoot call quality if you drill down in reports and to figure out where you might have issues. Or you can just see what’s going on in your Microsoft 365 Phone System with Microsoft Teams.

Source: Microsoft Teams CQD (May/June 2020)

In case you need to dig in deep in the depths of the reports you might also want to upload some network details regarding your physical location/s or endpoints. This can help you as well as Microsoft Support to troubleshoot issues, if required. For example, you can upload a CSV including:

column namecolumn formatexample
networkipString10.10.1.0
network nameStringHQ-Stuttgart
networkrangeNumber24
buildingnameStringHQ-Stuttgart-Office
ownershiptypeStringEriksLab
buildingtypeStringIT Operations
buildingofficetypeStringAdministration
cityStringStuttgart
zip codeString71178
countryStringDE
stateStringBaden-Wuerttemberg
regionStringStuttgart
insidecorpBoolean1
expressrouteBoolean0
VPN (optional)Boolean0
CQD Tenant Data Information (CSV) example for buildings
Source: Microsoft Teams CQD (June 2020)

So, depending on your uploaded data you can view the reports either without or with the enriched data input.

Source: Microsoft Teams CQD (June 2020)

Conclusion, opinion and summary

The CQD is a helpful means to support analyzing and troubleshooting call quality-related issues. They reporting data can help to find out what’s not working well and maybe even give you the why to mitigate the issue. E.g. bad connectivity, bad device or else. Additional, depending on your organization’s size and requirements you could also get the data to PowerBI for more customized views and reporting, if needed. The CQD is very powerful and supportive to resolve call quality issue. In case you are utilizing Microsoft Teams especially calling capabilities, I think, it is a very good platform which can support your call quality troubleshooting.

Additional resources