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
- 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
- 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.
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.
- 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
In this post I highlight the updated Microsoft whitepaper regarding the administration and governance of Microsoft Power Apps and Power Automate. It very extensiv with its 117 pages and covers topics from platform architecture to security and even user adoption (alias “Educate and Support”).
In my opinion, Microsoft’s Business Application Platform has become a very rich and incredibly valuable toolbox to empower people to do what they need in a more efficient and digital way as before. And all within the Microsoft 365 stack but extensible via interfaces/connectors/gateways to integrated with other external elements as needed.
- Power BI to visualize data
- Power Apps to build apps with no or low code
- Power Automate to create rich digital workflows
- Power Virtual Agents to build chat bots for customer dialog and interaction
Due to the fact that the Business Application Platform has grown and provides so many features it needs to be administrated, managed and governed as other services, too.
The whitepaper goes guides you through the following topics:
- Platform Overview
- Platform Architecture
- Platform Security
- Platform Monitoring
- Platform Alerts and Actions
- Platform Deployment
- Eduation and Support (Adoption)
Microsoft keeps on updating the document from time to time and of course the features. That’s why you should stay tuned and follow the Business Application Platform blogs.
In this post I like to cross reference a video from the Microsoft Mechanics which shows how to start to automate tasks code free in Microsoft Teams in conjunction with Microsoft’s PowerPlatform services Flow and PowerApps.
Conclusion, opinion and summary
Microsoft Teams as a hub for teamwork let’s you integrate many other apps and services of the Office 365 stack like Flow and PowerApps. This enables you to automate certain (recurring) tasks and focus on more relevant tasks. The most impressiv aspect is that you do not need to be a developer, you can start to automate processes and tasks code free within little time.
For instance, if you get certain data delivered by your project team mates and you might collect and insert it in a Excel sheet or else. You might change this either starting small with sharing the Excel sheet to allow your team mates to added there data directly or you might want to build a PowerApp for the data input, insert it in the Team as tab, ad flow to get notified of new data inputs and maybe visualize the data via PowerBI…
There are infinite use cases and options which you could automate code free to focus on more relevant things at work. By adding Flows and PowerApps to your Teams you don’t even need to switch to another app.