Auto attendant and Call queue historical reports

• Ισχύει για:

  Microsoft Teams, Skype for Business

Important

GCC High and DoD customers need to use Auto attendant and call queue historical reports for GCC High and DoD.

This Power BI template provides three reports that allow organizations to report on the number of calls processed by Auto attendants and Call queues. It also provides agent performance insights.

V3.1.8 published on August 12, 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.
• 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.

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

V3.x.x prerequisites

Power BI Desktop

You need to have Power BI Desktop installed. You can install and use the free version from the Microsoft Windows Store.

Important

Power BI Desktop is updated and released on a monthly basis, incorporating customer feedback and new features. Only the most recent version of Power BI Desktop is supported. Customers who contact support for Power BI Desktop are asked to upgrade to the most recent version. You can get the most recent version of Power BI Desktop from the Windows Store, or as a single executable containing all supported languages that you download and install on your computer.

Power BI Service

These reports can be published to the Power BI service.

Once the report is published:

1. Go to the dataset Settings.
2. Expand the Data source credentials section.
3. Select Edit credentials.
4. Set the Authentication method to OAuth2.
5. Ensure Skip test connection is enabled.
6. Select Sign in and provide your credentials.

When completed, you're able to configure a scheduled refresh of the dataset.

Access permissions

Use one of the following methods to control access to the historical reports:

• Voice applications policy

  To control which Auto attendants, Call queues, and Agents users can report on without providing them access to Teams admin center, create a voice applications policy that grants them access to historical reporting and assign them as an Authorized user to the appropriate Auto attendants and Call queues. As an admin, you can create a voice applications policy in the Team admin center or with PowerShell.

  For more information about creating a voice applications policy, see Manage voice applications policies in Microsoft Teams.

  Tip

  Using the voice applications policy to control access is the recommended approach. With the voice applications policy and Authorized users it is possible to control which Auto attendants, Call queues, and Agents a user can report on. If necessary, the policy still allows a user to report on all Auto attendants, Call queues, and Agents without providing access to Teams admin Center.

• Call Quality Dashboard (CQD) pipeline [legacy]

  If you want the user to report on all the Auto attendants, Call queues, and Agents in the tenant and you want to grant the user access to Teams admin center to run other Usage reports, assign the user a CQD access role with both View Reports and View EUII fields set to Yes.

  For more information, see CQD access role.

  Note

  If a user is assigned a CQD access role and a voice applications policy, the CQD role takes precendence and the user can see all the Auto attendants, Call queues, and Agents in the tenant.

V3.x.x desktop installation

The following steps assume the Power BI Desktop client is installed on your computer and that your account has the necessary permissions to access the CQD data pipeline.

Perform the following steps:

1. Download and save the Teams Auto Attendant & Call Queue Historical Reports V3.1.8.zip file on your computer.

2. Open the zip file.

3. Open the Teams Auto Attendant & Call Queue Historical Reports V3.1.8.pbit template file. Power BI Desktop should launch.

4. Select the DataSource, Report Level, and UTC Offset.

   

   • DataSource: Select the api.interfaces.records.teams.microsoft.com entry.
   • Report Level:
     • Select Per Call (default) to retrieve all the individual call records.
     • Select Per Day to retrieve an aggregated total for each day.
   • UTC Offset: Select the UTC offset that represents the time zone the reports are presented in. Only valid when the Report Level is set to Per Call

   Per Day vs Per Call

   • Per Call reporting retrieves the individual call records for each Auto attendant, Call queue, and Agent the user is authorized for and makes them available in the Power BI client. Per Call reporting also allows call records to be displayed in the local time zone selected by the user. For some customers, especially those using the CQD access role to control access, Per Call reporting might result in hitting the 90,000 default or 200,000 per query record limit. In this case, the Per Day reporting option should be selected.

   • Per Day reporting retrieves one daily summary record for each Auto attendant, Call queue, and Agent. This results in fewer records being returned to the client, reducing the possibility of hitting the 90,000 default or 200,000 per query record limit. Per Day reporting is based on a UTC-00:00 day (00:00:00-23:59:59 UTC) only and any UTC offset supplied by the user is ignored.

5. Sign in with your Teams account.

   • Select File, then Options and settings, and then Data source settings.
   • Select Edit Permissions, and then Edit.
   • Select Organizational account, and then Sign in.
   • Select Save, then OK, and then Close.

   

6. Select Refresh, in the ribbon bar and the data refreshes.

Data latency for Auto attendant and Call queue analytics

The data is typically available within 30 minutes of the call being completed, but there are cases where it can take several hours for the data to appear.

You have to refresh the report to see any new data.

Auto attendant and Call queue historical reports

Cloud Auto Attendant Analytics report

Interpret the report

Callout	Title	Description
1	Date	The start and end date of the report. Use this slider to select the date range to report on. See Known Issues
2	Time Range	The start and end hour of the report. The report spans all dates/times from start date/start hour to the end date/end hour. Use this slider to select the time range to report on.
3	Auto Attendant Resource Accounts	The Resource Accounts to be reported on. To see the calls for a specific Auto attendant, select all the resource accounts assigned to that Auto attendant. If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test Default: All
4	Quick Stats -> Incoming Calls	The breakdown shows the total number of calls received between the start date/start hour and end date/end hour. TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
5a	Quick Stats -> Usage Statistics	The breakdown shows the average call duration in the Auto Attendant and the average number of caller actions.
5b	Caller Action Count	The breakdown on the number of caller actions (key presses, voice commands)
6	Quick Stats -> Directory Search Method	The breakdown shows how the Directory Search option was used by callers. This section of the report is blank if the Auto Attendant isn't configured for this service or if callers don't use it. Directory Search Method Legend Definitions: DTMF - Caller used the telephone dial pad to search for the user's name Voice - Caller used voice input to search for the user's name
7	Call Results	The breakdown shows the call treatment received by callers. Call Results Legend Definitions: Terminated (No Caller Action) - Call was disconnected - the caller didn't make any selections Terminated (With Caller Action) - Call was disconnected - the caller made selections Terminated (Disconnected) - Call was disconnected per the auto attendant configuration Terminated (No Operator) - Call was disconnected as there was no operator to transfer the call to Terminated (Transfer Failed) - Call was disconnected as the configured transfer failed Transferred (AA) - Call was transferred to another Auto Attendant Transferred (CQ) - Call was transferred to a Call Queue Transferred (Operator) - Call was transferred to the Operator Transferred (Voicemail) - Call was transferred to Shared Voicemail Transferred (External) - Call was transferred to an External Number Transferred (User) - Call was transferred to a Person in the organization Other - Some other condition occurred TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
8		The breakdown shows the caller paths through the auto attendant and the final call result. Column definitions: MM-DD - The month and day the call Start Hour - The hour the call started Name - The Resource Account name Call flow - The call flow the call followed. See Auto Attendant dimensions -> AutoAttendantCallFlow Call Type - The connectivity method for the call. CalllingPlan or DirectRouting Call Result - The end result of the call (see #7 Call Results) Call Count - The number of calls that followed this same path Average Call Duration (seconds) - The average number of seconds the call spent in the Auto Attendant TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.

Known issues

1. Only the calls and caller actions in the first Auto attendant that answers the call are reported on. Calls and caller actions in chained Auto attendants (when one Auto attendant transfers to another Auto attendant) aren't reported on.
2. The Auto attendant resource account ID's name instead of Auto attendant name is shown. To show all the traffic for an Auto attendant, you must select all the resource accounts assigned to the Auto attendant.
3. Only 28 days of call history are available. Auto attendant data is considered personal data and is subject to data privacy retention policies.
4. The Date selector sometimes shows dates outside the range of available data resulting in a blank report. Change the dates to be within the last 28 days to resolve the issue.

Cloud Call Queue Analytics report

Interpret the report

Callout	Title	Description
1	Date	The start and end date of the report. Use this slider to select the date range to report on. See Known Issues
2	Time Range	The start and end hour of the report. The report spans all dates/times from start date/start hour to the end date/end hour. Use this slider to select the time range to report on.
3	Call Queue Resource Accounts	The Resource Accounts to be reported on. To see the calls for a specific Call queue, select all the resource accounts assigned to that Call queue. If the full Resource Account name is cq_test@microsoft.com, then this value is: cq_test Default: All
4	Quick Stats -> Incoming Calls	The breakdown shows the total number of calls received between the start date/start hour and end date/end hour. TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
5	Quick Stats -> Average Wait Time (seconds)	The breakdown shows the average call duration in the Call Queue before a caller is answered or they abandon.
6	Call Results	The breakdown shows the call treatment received by callers. Call Results Legend Definitions: Abandoned - Caller disconnected before an agent answered or before Call Timeout occurred Agent Answered - Caller was answered by an agent Overflowed - The Call Overflow exception handling condition occurred Timed Out - The Call Timeout exception handling occurred No Agents - The No Agent exception handling condition occurred Other - Some other condition occurred TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
7	Call Volume, Abandoned Calls, Agent Opt-in Count	The breakdown shows the number of calls received and abandoned per hour and the maximum number of agents that were opted into the call queue at that time
8	Average Session Length (seconds)	The breakdown shows how long calls waited before each call result. Agent Answered (Call) - for calls answered by an agent Agent Answered (Callback) - for callbacks answered by an agent Abandoned - for calls abandoned before an agent answered or before Call Timeout occurred Overflowed (Disconnect) - for calls where the Call Overflow exception handling occurred and the treatment was to disconnect Overflowed (Xferred) - for calls where the Call Overflow exception handling occurred and the treatment was to transfer the caller to a Person in the organization or externally Overflowed (Voicemail) - for calls where the Call Overflow exception handling occurred and the treatment was to send the call to shared voicemail Timed Out (Disconnect) - for calls where the Call Timeout exception handling occurred and the treatment was to disconnect Timed Out (Xferred) - for calls where the Call Timeout exception handling occurred and the treatment was to transfer the caller to a Person in the organization or externally Timed Out (Voicemail) - for calls where the Call Timeout exception handling occurred and the treatment was to send the call to shared voicemail No Agents (Disconnect) - for calls where the No Agents exception handling occurred and the treatment was to disconnect No Agents (Xferred) - for calls where the No Agents exception handling occurred and the treatment was to transfer the caller to a Person in the organization or externally No Agents (Voicemail) - for calls where the No Agents exception handling occurred and the treatment was to send the call to shared voicemail Other - for calls where some other condition occurred
9	Call Overflow/Timeout/No Agents Destinations	The breakdown shows where the calls that received the Call Overflow, Call Timeout or No Agents exception handling treatment were sent. ApplicationEndpoint - call was transferred to another Auto Attendant or Call Queue Mailbox - call was transferred to shared voicemail Other - some other condition occurred Phone - call was transferred externally User - call was transferred to a Person in the organization

Known issues

1. Only the calls and caller actions in the first Call queue that answers the call are reported on. Calls in chained Call queues (when one Call queue transfers to another Call queue) aren't reported on.
2. The Call queues resource account ID's name instead of Call queue name is shown. To show all the traffic for a Call queue, you must select all the resource accounts assigned to the Call queue.
3. Only 28 days of call history are available. Call queue data is considered personal data and is subject to data privacy retention policies.
4. The Date selector sometimes shows dates outside the range of available data resulting in a blank report. Change the dates to be within the last 28 days to resolve the issue.

Cloud Call Queue Agent Timeline report

Interpret the report

Callout	Title	Description
1	Date	The start and end date of the report. Use this slider to select the date range to report on. See Known Issues
2	Agent Username	The agents to report on. If the full username is user@microsoft.com, then this value is: user Default: All
3	Call Queue Resource Accounts	The Resource Accounts to be reported on. To see the calls for a specific Call queue, select all the resource accounts assigned to that Call queue. Default: All
4	Quick Stats -> Incoming Calls	The breakdown shows the total number of calls answered, the average number of calls answered per agent and the average call length of answered calls handled. TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
5	Calls Answered (by date)	The breakdown shows the number of agent-answered calls by date
6		The breakdown shows how many calls each agent in the queue answered and the average call duration for those calls.
7	Calls Answered (by hour)	The breakdown shows the number of agent-answered calls by hour
8		The breakdown shows the number of calls answered by agent, by Call Queue. Column definitions: MM-DD - The month and day the call Hour - The hour the call was answered CQ Name - The Resource Account name Agent Name - The URI name of the agent who answered the call Calls Answered - The number of calls answered by this agent from this Call Queue Average Call Duration (Seconds) - The average call duration of each call in seconds Total Call Duration (Minutes) - The total call duration for all calls Total Call Duration (HH:MM:SS) - The total call duration for all calls

Known issues

1. Only 28 days of call history are available. Call queue and Agent data is considered personal data and is subject to data privacy retention policies.
2. The Call queues resource account ID's name instead of Call queue name is shown. To show all the traffic for a Call queue, you must select all the resource accounts assigned to the Call queue.
3. The Agent's UPN name instead of their name is shown.
4. The Date selector sometimes shows dates outside the range of available data resulting in a blank report. Change the dates to be within the last 28 days to resolve the issue.
5. In some scenarios, the agent answered call count might be different than the number of calls shown in the Teams client call history. The Teams client call history is correct. Support is investigating, but there's no estimated time to repair available at this time.
6. When an agent answers a call in a different call queue due to redirection through Call Overflow exception handling, the call is counted in the original call queue where the exception occurred instead of the one they answered the call in.
7. Callback calls handled by agents aren't captured resulting in a discrepancy between the number of calls answered on the Call Queue report and the Agent Timeline report.
8. The agent tooltip which shows the individual calls for the agent shows all calls instead of only the calls within the selected date range.

Auto attendant and Call queue historical reports field definitions

fAutoAttendant table field description

Name	Data Type	Description
AA Name	Text	Name of the resource account attached to the Auto Attendant If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test
AA Start Date Local	Date	Auto Attendant call start date - Local (based on selected UTC Offset)
AA Start Hour	Whole Number	Auto Attendant call start hour - Local (based on selected UTC Offset)
AA Start Time Local	Date/time	Auto Attendant call start time - Local (based on selected UTC Offset)
AA Start Time UTC	Date/time	Auto Attendant call start time - UTC
AACallerActionCount	Whole number	Summarize: Sum Count of actions selected by caller in Auto Attendant during the call
AACallerActionCountAverage (Measure)	Whole number	Average of AACallerActionCount - zero instead of blank
AACallFlow	Text	See Auto Attendant dimensions -> AutoAttendantCallFlow
AACallResult	Text	See Auto Attendant dimensions -> AutoAttendantCallResult
AACallResultLegend	Text	Legend items for on AACallResult. Possible values are: Terminated (No Caller Action) - Call was disconnected - the caller didn't make any selections Terminated (With Caller Action) - Call was disconnected - the caller made selections Terminated (Disconnected) - Call was disconnected per the auto attendant configuration Terminated (No Operator) - Call was disconnected as there was no operator to transfer the call to Terminated (Transfer Failed) - Call was disconnected as the configured transfer failed Transferred (AA) - Call was transferred to another Auto Attendant Transferred (CQ) - Call was transferred to a Call Queue Transferred (Operator) - Call was transferred to the Operator Transferred (Voicemail) - Call was transferred to Shared Voicemail Transferred (External) - Call was transferred to an External Number Transferred (User) - Call was transferred to a Person in the organization Other - Some other condition occurred
AAChainDuration	Decimal number	Summarize: Sum Duration of call in Auto Attendant
AAChainDurationAverage (Measure)	Decimal number	Average of AAChainDuration - zero instead of blank
AAChainIndex	Whole Number
AAConnectivityType	Text	See Common dimensions -> PSTNConnectivityType
AACount	Whole Number	Summarized: Sum Number of Auto Attendants involved in call
AADirectorySearchMethod	Text	See Auto Attendant dimensions -> AutoAttendantDirectorySearchMethod
AADirectorySearchMethodCountDTMF (Measure)	Whole number	Count of calls that used DTMF to search the directory - zero instead of blank
AADirectorySearchMethodCountVoice (Measure)	Whole number	Count of calls that used Voice to search the directory - zero instead of blank
AADirectorySearchMethodLegend	Text	Legend items for AADirectorySearchMethod. Possible values are: DTMF - Caller used the telephone dial pad to search for the user's name Voice - Caller used voice input to search for the user's name
AATransferAction	Text	See Auto Attendant Dimensions -> AutoAttendantTransferAction
Call Duration Seconds	Whole number	Call duration
Call End Time Local	Date/time	Call end time - Local (based on selected UTC Offset)
Call End Time UTC	Date/time	Call end time - UTC
Call Start Time Local	Date/time	Call start time - Local (based on selected UTC Offset)
Call Start Time UTC	Date/time	Call start time - UTC
ConferenceID (Per Day only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DialogID (Per Day only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DocumentID (Per Day only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
MM-DD	Text	Auto Attendant call month-day
PSTNMinutes	Whole number	Summarize: Sum Total minute usage
TotalCallCount	Whole number	Summarize: Sum Always 1 - used to provide sum of all calls
TotalCallCountSum (Measure)	Whole number	Sum of TotalCallCount

Cloud Call Queue Analytics report

fCallQueueAnalytics table field description

Name	Data Type	Description
Call Count	Whole number	Summarize: Sum Number of calls
Call Count Abandoned	Whole number	Summarize: Sum Number of abandoned calls
Call Count Sum (Measure)	Whole number	Call Count Sum - zero instead of blank
Call Count Sum Abandoned (Measure)	Whole number	Call Count Abandoned - zero instead of blank
Call Duration Seconds	Whole number	Summarize: Sum Call duration
Call Duration Seconds AVG (Measure)	While number	Average Call Duration Seconds
Call End Time Local	Date/time	Call end time - Local (based on selected UTC Offset)
Call End Time UTC	Date/time	Call end time - UTC
Call Queue Agent Count	Whole number	Summarize: Sum Number of agents configured in the Call queue
Call Queue Agent Opt In Count	Whole number	Summarize: Sum Number of agents opted-in to the Call queue
Call Queue Call Result	Text	See Call Queue Dimensions -> CallQueueCallResult
Call Queue Call Result Legend	Text	Legend items for Call Queue Result. Possible values: Abandoned - the caller hung up before an agent could answer or before timeout occurred Agent Answered - the caller was answered by an agent Overflowed - the call overflow exception occurred Timed Out - the call timeout exception occurred No Agents - the no agents exception occurred Other - some other condition occurred
Call Queue Target Type	Text	See Call Queue Dimensions -> CallQueueTargetType
Call Queue Target Type Legend	Text	Legend items for Call Queue Target Type. Possible values: Abandoned - the caller hung up before an agent could answer or before timeout occurred Agent Answered (Call) - the caller was answered by an agent Agent Answered (Callback) - the callback was answered by an agent Overflowed (Application) - the call overflow exception occurred - call routed to another application Overflowed (Disconnect) - the call overflow exception occurred - call disconnected Overflowed (External) - the call overflow exception occurred - call was transferred externally Overflowed (User) - the call overflow exception occurred - call was transferred to a Person in the organization Overflowed (Voicemail) - the call overflow exception occurred - call was transferred to shared voicemail Timed Out (Application) - the call timeout exception occurred - call routed to another application Timed Out (Disconnect) - the call timeout exception occurred - call was disconnected Timed Out (External) - the call timeout exception occurred - call was transferred externally Timed Out (User) - the call timeout exception occurred - call was transferred to a Person in the organization Timed Out (Voicemail) - the call timeout exception occurred - call was transferred to shared voicemail No Agents (Application) - the no agents exception occurred - call was routed to another application No Agents (Disconnect) - the no agents exception occurred - call was disconnected No Agents (External) - the no agents exception occurred - call was transferred externally No Agents (User) - the no agents exception occurred - call was transferred to a Person in the organization No Agents (Voicemail) - the no agents exception occurred - call was transferred to shared voicemail
Call Start Time Local	Date/time	Call start time - Local (based on selected UTC Offset)
Call Start Time UTC	Date/time	Call start time - UTC
ConferenceID (Per Call only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value is: cq_test
CQHour	Whole Number	Call queue call start hour
Date	Date/time	Call queue call start date and time (hour)
DateTimeCQName	Text	Unique key for filtering on fCallQueueFinalStateAction
DialogID (Per Call only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DocumentID (Per Call only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
PSTN Connectivity Type	Text	See Common Dimensions -> PSTNConnectivityType
PSTN Total Minutes	Whole number	Summarize: Sum Total minutes usage for PSTN calls

fCallQueueFinalStateAction table field description

Name	Data Type	Description
Average Call Duration (Seconds)	Decimal number	Summarize: Sum Average call duration in seconds for abandoned calls
Average Call Duration (Seconds) Average (Measure)	Whole number	Average of Average Call Duration (Seconds) - zero instead of blank
Average Call Queue Duration (Sec)	Decimal number	Summarize: Sum Average waiting time in seconds for answered calls
Average Call Queue Duration (Sec) (Measure)	Whole number	Average of Average Call Queue Duration (Sec) - zero instead of blank
Call Count	Whole number	Summarize: Sum Number of calls
Call Queue Call Result	Text	See Call Queue Dimensions -> CallQueueCallResult
Call Queue Call Result Legend	Text	Legend items for Call Queue Call Result. Possible values: Abandoned - the caller hung up before an agent could answer or before timeout occurred Agent Answered (Call) - the caller was answered by an agent Agent Answered (Callback) - the callback was answered by an agent Overflowed (Disconnect) - the call overflow exception occurred - call disconnected Overflowed (Xferred) - the call overflow exception occurred - call was transferred externally Overflowed (Voicemail) - the call overflow exception occurred - call was transferred to shared voicemail Timed Out (Callback) - the callback timed out - callback didn't occur Timed Out (Disconnect) - the call timeout exception occurred - call was disconnected Timed Out (Xferred) - the call timeout exception occurred - call was transferred externally Timed Out (Voicemail) - the call timeout exception occurred - call was transferred to shared voicemail No Agents (Disconnect) - the no agents exception occurred - call was disconnected No Agents (Xferred) - the no agents exception occurred - call was transferred externally No Agents (Voicemail) - the no agents exception occurred - call was transferred to shared voicemail
Call Queue Final State Action	Text	See Call Queue Dimensions -> CallQueueFinalStateAction
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value is: cq_test
CQHour	Number	Hour that the call took place in
Date	Date/time	Call Queue call start date and time (hour)
DateTimeCQName	Text	Unique key for filtering on fCallQueueFinalStateAction
IsAbandoned	True/false	True if the caller hangs up before the agent answers
Local Date	Date/time	Local date/time (based on selected UTC Offset)
UTC Date	Date/time	UTC date/time

Cloud Call Queue Agent Timeline report

fAgentTimelineAnalytics table field description

Name	Data Type	Description
Agent Name	Text	User UPN If the full username is user@microsoft.com, then this value is: user
AgentTimelineAnalyticsSummaryLink	Text	Used to link with fAgentTimelineAnalyticsSummary for the pop-up tooltip
Call Duration (HH:MM:SS)	Text	Call Duration (Minutes) converted to HH:MM:SS
Call Duration (Minutes)	Whole number	Summarize: Sum Total call duration of answered Call queue calls in minutes
Call Duration (Second)	Whole number	Summarize: Sum Total call duration of answered Call queue calls in seconds
Call End Time Local	Date/time	Call end time - Local (based on selected UTC Offset)
Call End Time UTC	Date/time	Call end time - UTC
Call Start Time Local	Date/time	Call start time - Local (based on selected UTC Offset)
Call Start Time UTC	Date/time	Call start time - UTC
ConferenceID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value is: cq_test
DateTime	DateTime	Date of call
DialogID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DocumentID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
Hour (Measure)	Whole number	Hour of call
Total Call Count	Whole number	Summarize: Sum Number of calls presented to agent

fAgentTimelineAnalyticsSummary table field description

Name	Data Type	Description
Agent Name	Text	User UPN If the full username is user@microsoft.com, then this value is: user
AgentTimelineAnalyticsLink	Text	Used to link with fAgentTimelineAnalytics for the pop-up tooltip
Average Call Duration (Seconds)	Decimal number	Summarize: Sum The average duration of answered Call queue calls in seconds
Average Call Duration (Seconds) - zero instead of blank (Measure)	Whole number	Average Call Duration (Seconds) - zero instead of blank
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value is: cq_test
Date	Date	Date of call
Hour	Whole number	Hour of call
MM-DD	Text	Month and day of call
Total Call Count	Whole number	Summarize: Sum Number of calls presented to agent
Total Call Count divided by Count of Agent Name (Measure	Whole number	Average call count per agent
Total Call Count Sum (Measure)	Whole number	Sum of Total Call Count - zero instead of blank
Total Call Duration (HH:MM:SS)	Text	Call Duration (Minutes) converted to HH:MM:SS
Total Call Duration (Minutes)	Whole number	Summarize: Sum Total call duration of answered Call queue calls in minutes

Data Limits

Each report tab retrieves data for all Auto attendants, Call queues, or agents the user is authorized for in the tenant for the selected date range. This data retrieval occurs regardless of the specific Resource Accounts or Agent selected on the report. Filtering to show only the requested information occurs locally.

Each report tab is restricted to retrieving 90,000 rows.

If there's a large number of calls being processed each day, it's possible that the report won't show all calls for all days within the selected date range. There's no notification when this exclusion occurs. Try shortening the date range to avoid this issue.

If shortening the date range isn't sufficient, it's possible to increase the number of rows that can be retrieved by modifying the report as follows:

1. Select Transform data in the ribbon bar to open the Power Query Editor.
2. Select LimitResultRowsCount on the left-hand side.
3. Change the value in the field to the right to a larger number.
4. Close the Power Query Editor window.
5. Select Yes when prompted to apply the changes now. The report should automatically refresh.
6. Save your report.

The maximum number of rows that can be returned is 200,000.

Setting the value to a number higher than 200,000 has no effect as this value is a hard-coded limit on the server.

Increasing the limit results in longer execution and response times.

Report Execution Time Limits

Increasing the maximum number of rows that can be returned results in longer execution and response times meaning the report might time out before the data can be returned. The report execution time can be increased by modifying the report as follows:

1. Select on the Transform data in the ribbon bar to open the Power Query Editor.
2. Select on ReportExecutionMinutes on the left-hand side.
3. Change the value in the field to the right to a larger number.
4. Close the Power Query Editor window.
5. Select Yes when prompted to apply the changes now. The report should automatically refresh.
6. Save your report.

Customization

You can customize certain visualization aspects of the reports, such as adding or removing fields to be shown in the various visualizations, changing chart type, and more.

Change color schema

The following steps assume you already completed the installation steps.

Perform the following steps:

1. Select View tab on the ribbon.

   

2. Select the color schema from the drop-down list.

   

Dimensions and measurements

The following dimensions and measurements are available to be used.

Common dimensions

These dimensions are common to both Auto attendants and Call queues:

Name (Type)	Possible Values	Description
ConferenceId (Text)	GUID	Call identifier
Date (DateTime)		Date of call (UTC)
DialogId (Text)	GUID	Call identifier
DocumentId (Text)	GUID	Call identifier
Duration (Whole Number)		Duration of call, in seconds
EndTime (DateTime)		Time call ended (UTC)
FirstIsCaller (Boolean)		First and Second endpoint classification
FirstUPN (Text)		The user principal name (UPN) of the first endpoint's user
Hour (Text)		Hour call started (UTC)
Minute (Text)		Minute call started (UTC)
PSTNCallDuration (Whole Number)		Duration of the call
PSTNCallType (Text)
	External	Call is coming from outside the tenant
	Internal	Call is coming from within the tenant
PSTNConnectivityType (Text)
	CallingPlan	The call arrived on a Calling Plan number
	DirectRouting	The call arrived on a Direct Routing number
	ACS Call	The call arrived from the web (click2call)
Second (Text)		Second call started (UTC)
SecondUPN (Text)		The user principal name (UPN) of the second endpoint's user
TenantId (Text)		Tenant ID
Timestamp (DateTime)		Time record was written (UTC)
UserStartTimeUTC (DateTime)		Time call started (UTC)

Auto attendant dimensions

Name (Type)	Possible Values	Description
AutoAttendantCallFlow (Text)		Encapsulates the different states of Auto Attendant call
	abs_search	A dial-by-name search occurred
	announcement	An announcement was played
	automatic_menu	Default call routing
	call_termination	Call was ended, see AutoAttendantCallResult
	call_transfer	Call was transferred, see AutoAttendantCallResult
	first_level_menu	Transition state - can be ignored
	main_menu	Greeting message was played
	speech_input_confirmation	Caller used voice input
	user_selection	Caller used touch tone key entry
AutoAttendantCallResult (Text)		Final call result
	failed_to_establish_media	The media portion of the call couldn't be established
	failover_to_operator	Call transferred to operator typically due to a system error
	oaa_chain_too_long	Too many legs in the AA
	oaa_session_too_long	AA session lasted too long
	service_declined	AA didn't accept the call
	service_terminated	AA configuration disconnects the call or call hung up
	terminated_automatic_selection	AA configuration disconnects the calls
	terminated_no_operator	All terminated due to error no operator defined
	terminated_transfer_failed	Call terminated as transfer failed - typically to external number
	transfer_in_progress	AA->AA transfer
	transferred_to_operator	Call was transferred to operator
	transferred_to_cq	Call was transferred to Call queue
	transferred_to_receptionist	Same as transferred_to_operator
	transferred_to_self	Call was returned to the start of the AA
	transferred_to_shared_voicemail	Call was transferred to shared voicemail
	transferred_to_user	Call was transferred to a user
	unknown	An unknown condition occurred
	user_terminated	Caller hung up
AutoAttendantCallerActionCounts (Whole Number)		The number of actions (touch tone key or voice entries) the caller performed
AutoAttendantChainDurationInSecs (Real Number)		The number of seconds the call remained in this portion of the call flow
AutoAttendantChainIndex (Whole Number)
AutoAttendantChainStartTime (DateTime)		The start time of this portion of the call flow
AutoAttendantCount (Whole Number)		How many auto attendants the call transitioned through
AutoAttendantDirectorySearchMethod (Text)		Directory search method
	abs_search_dtmf	Touch tone
	abs_search_voice	Voice
AutoAttendantId (Text)		Auto Attendant GUID
AutoAttendantIdentity (Text)		Resource account URI the call arrived on
AutoAttendantTransferAction (Text)		Call transfer target type
	AA	Transferred to an AA
	CQ	Transferred to a CQ
	external_pstn	Transferred to an external number
	shared voicemail	Transferred to shared voicemail
	Unknown	Unknown action
HasAA (Boolean)		Is AA involved in call

Call queue dimensions

Name (Type)	Possible Values	Description
CallQueueAgentCount (Whole Number)		Number of agents in Call queue
CallQueueAgentOptInCount (Whole Number)		Number of agents opted-in to Call queue
CallQueueCallResult (Text)		Call queue call final state
	agent_joined_conference	Call answered - conference mode CQ
	callback_call_timed_out	Call back call timed out
	declined
	disconnected
	error
	failed
	invalid
	overflown	Overflow condition met
	timed_out	Timeout condition met
	no_agent	No Agent condition met
	transferred_to_agent	Call answered - transfer mode CQ
	transferred_to_callback_caller	Callback call answered by agent
CallQueueDurationSeconds (Real Number)		Call duration in the Call queue
CallQueueFinalStateAction (Text)		Call queue final action
	disconnect	time_out calls
	disconnect_with_busy	overflown calls
	failed_to_accept_call	Call queue couldn't accept the call
	forward	Call was forwarded to a Person in the organization or externally
	shared_voicemail	Call was sent to shared voicemail
	other	Some other condition occurred
	voicemail	Call was sent to personal voicemail
CallQueueId (Text)		Call queue GUID
CallQueueIdentity (Text)		Resource account URI the call arrived on
CallQueueTargetType (Text)		Call redirection target
	ApplicationEndpoint	Another voice applications
	Mailbox	Shared voicemail
	Other	Some other condition occurred
	Phone	External transfer
	User	User in the tenant
HasCQ (Boolean)		Is CQ involved in call
TransferredFromCQId (Text)		Call queue GUID call was transferred from
TransferredFromCallQueueIdentity (Text)		Resource account URI the call was transferred from

Measurements

Name (Type)	Possible Values	Description
AvgAutoAttendantChainDurationSeconds (Real Number)		The average call duration within each portion of the auto attendant call flow
AvgCallDuration (Real Number)		The average call duration in seconds
AvgCallQueueDurationSeconds (Real Number)		The average call queue duration in seconds
PSTNTotalMinutes (Real Number)		Total call duration in minutes
TotalAudioStreamDuration (Real Number)
TotalCallCount (Whole Number)		Total number of calls

Constructing a valid query

A valid query consists of several attributes in a JSON object:

{
   "Filters":[
      {
         "DataModelName":"Date",
         "Value":"2022-04-01",
         "Operand":4
      },
      {
         "DataModelName":"Date",
         "Value":"2022-04-30",
         "Operand":6
      }
   ],
   "Dimensions":[
      {
         "DataModelName":"AutoAttendantIdentity"
      },
      {
         "DataModelName":"AutoAttendantDirectorySearchMethod"
      }
   ],
   "Measurements":[
      {
         "DataModelName":"PSTNTotalMinutes"
      },
      {
         "DataModelName":"TotalCallCount"
      }
   ],
   "Parameters":{
      "UserAgent":"Power BI Desktop"
   },
   "LimitResultRowsCount":100000
}

Required fields

• Filters: used to filter data returned by VAAC

  • DataModelName should be one of the supported dimensions
  • Value should be in the correct format (datetime, string, number etc.)
  • Operands:
    • 0 - Equals
    • 1 - Not Equals
    • 2 - Contains
    • 3 - Begins With
    • 4 - Greater Than
    • 5 - Greater Than or Equal To
    • 6 - Less Than
    • 7 - Less Than or Equal To
    • 8 - Does Not Contain
    • 9 - Does Not Begin With

• Dimensions:

  • DataModelName should be one of the supported dimensions

• Measurements:

  • DataModelName should be one of the supported measurements

• Parameters: Currently only UserAgent is supported.

• LimitResultRowsCount: the max count of rows returned by VAAC

Note

When you submit a query that searches by Date, and the search criteria includes both date and time (ISO 8601 format), the time portion is ignored.

Accessing VAAC outside of Power BI

Any application that can access RESTful web services can use the VAAC API to retrieve historical data. In the following example, Postman is used.

Preparation

1. Download Postman.
2. Import the folder postman in the downloaded zip file instructions into Postman.

Accessing VAAC using Postman

1. Select VAAC - msit on the top right No Environment drop-down.

2. Select Environments on the left hand rail menu.

3. Select VAAC - msit under Globals.

4. Replace userName, password, and tenantId with the applicable credentials.

5. Select Reset All in the top right corner.

6. Select Save.

   

7. Select Collections on the left hand rail menu.

8. Select Config API Access Token - Prod and navigate to the Body tab.

9. Select Send.

   An access token is returned.

   

   If an access token isn't returned, check your credentials to make they have sufficient permissions.

10. Select VAAC ConfigAPI Prod and navigate to the Params tab.

    • Compress the query as outlined
    • URL encode the compressed result as outlined

11. Fill in your query string.

12. Select Send.

Reading the result

After you submit your input, there are a couple of possible results:

• If the input is invalid, an error message with the actual reason is returned

• If the input is valid, the result looks like this:

  

  In this case, the data is in the "dataResult" field in the same order requested in the query dimension and measurements attributes.

Compress the JSON query

The VAAC API only accepts GZip-compressed or Base64-encoded strings as input.

Find any website to compress the JSON blob using GZIP or Base64.

• GZIP
• Base64

GZIP output should look like this:

H4sIAAAAAAAACq2SQWsCMRCF7/6KkLNC3EoPe9u6FISuFbW9lB4GM9TQbEaSCSLif+9mV4uCBwXnMkze5L0vkH1PCCFfjWX0QeZfaWxqf+xJLIGhIo12CjXKPM0o+2cLn2BjEjKVZQM1Gqjhhfy+QQ9Oy3x0PDz0H5HypK6nPJ9SUv9uV2RpanTBkLvxiUVkKpjRaXA80ejY8E7eg3/hUBqPKya/WyD41bpCXpP+tzvjrBBC9NjA8o2ks8VyuiQGWxkXGcNdkO3FMVg7puj4GtAMfLPa/Y2Tk/wI6IufhjHl0xa9eJmIEsMv06Y16cLlm6kNzzFEy3Pahi4kH6pUvcMfrAhUU3oCAAA=

Base64 output should look like this:

ew==
IkZpbHRlcnMiOls=
ew==
IkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw=
IlZhbHVlIjoiMjAyMi0wNC0wMSIs
Ik9wZXJhbmQiOjQ=
fSw=
ew==
IkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw=
IlZhbHVlIjoiMjAyMi0wNC0zMCIs
Ik9wZXJhbmQiOjY=
fQ==
XSw=
IkRpbWVuc2lvbnMiOls=
ew==
IkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50SWRlbnRpdHki
fSw=
ew==
IkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50RGlyZWN0b3J5U2VhcmNoTWV0aG9kIg==
fQ==
XSw=
Ik1lYXN1cmVtZW50cyI6Ww==
ew==
IkRhdGFNb2RlbE5hbWUiOiJQU1ROVG90YWxNaW51dGVzIg==
fSw=
ew==
IkRhdGFNb2RlbE5hbWUiOiJUb3RhbENhbGxDb3VudCI=
fQ==
XSw=
IlBhcmFtZXRlcnMiOns=
IlVzZXJBZ2VudCI6IlBvd2VyIEJJIERlc2t0b3Ai
fSw=
IkxpbWl0UmVzdWx0Um93c0NvdW50IjoxMDAwMDA=
fQ==

URL-Encode the compressed JSON query

The GZIP or Base64 compressed JSON query must be URL encoded.

GZIP URL encoded output looks like this:

H4sIAAAAAAAACq2SQWsCMRCF7%2F6KkLNC3EoPe9u6FISuFbW9lB4GM9TQbEaSCSLif%2B9mV4uCBwXnMkze5L0vkH1PCCFfjWX0QeZfaWxqf%2BxJLIGhIo12CjXKPM0o%2B2cLn2BjEjKVZQM1Gqjhhfy%2BQQ9Oy3x0PDz0H5HypK6nPJ9SUv9uV2RpanTBkLvxiUVkKpjRaXA80ejY8E7eg3%2FhUBqPKya%2FWyD41bpCXpP%2BtzvjrBBC9NjA8o2ks8VyuiQGWxkXGcNdkO3FMVg7puj4GtAMfLPa%2FY2Tk%2FwI6IufhjHl0xa9eJmIEsMv06Y16cLlm6kNzzFEy3Pahi4kH6pUvcMfrAhUU3oCAAA%3D

Base64 URL encoded output looks like this:

%0Aew%3D%3D%0AIkZpbHRlcnMiOls%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw%3D%0AIlZhbHVlIjoiMjAyMi0wNC0wMSIs%0AIk9wZXJhbmQiOjQ%3D%0AfSw%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw%3D%0AIlZhbHVlIjoiMjAyMi0wNC0zMCIs%0AIk9wZXJhbmQiOjY%3D%0AfQ%3D%3D%0AXSw%3D%0AIkRpbWVuc2lvbnMiOls%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50SWRlbnRpdHki%0AfSw%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50RGlyZWN0b3J5U2VhcmNoTWV0aG9kIg%3D%3D%0AfQ%3D%3D%0AXSw%3D%0AIk1lYXN1cmVtZW50cyI6Ww%3D%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJQU1ROVG90YWxNaW51dGVzIg%3D%3D%0AfSw%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJUb3RhbENhbGxDb3VudCI%3D%0AfQ%3D%3D%0AXSw%3D%0AIlBhcmFtZXRlcnMiOns%3D%0AIlVzZXJBZ2VudCI6IlBvd2VyIEJJIERlc2t0b3Ai%0AfSw%3D%0AIkxpbWl0UmVzdWx0Um93c0NvdW50IjoxMDAwMDA%3D%0AfQ%3D%3D

Important

The VAAC API is limited to returning a maximum of 200,000 rows per query.

Requests into the system are throttled based on the IP address making the call, the recognized tenant identity in the auth header, as well as the calling service in order to prevent a single client, tenant, or service from monopolizing the resources.

Version 3.x.x history and support status

Refer to: Teams Auto Attendant & Call Queue Historical Reports - Change Log.docx in the downloaded zip file for a detailed list of changes.

Version	Date Published	Supported	Filename	Description
3.1.8	August 12, 2024	Yes	Teams Auto Attendant & Call Queue Historical Reports V3.1.7	Bug fix for Date slicer on Call Queue tab
3.1.7	July 15, 2024	No	Teams Auto Attendant & Call Queue Historical Reports V3.1.7	Improved support for authorized users, removed original reporting templates
3.1.6	April 15, 2024	No	Teams Auto Attendant & Call Queue Historical Reports V3.1.6	Support click2call, callback, authorized users, and some visuals changed due to deprecation
3.1.5	January 29, 2024	No	Teams Auto Attendant & Call Queue Historical Reports V3.1.5	Corrected an error with the Per Day query logic for fAgentTimelineAnalytics and fAgentTimelineAnalyticsSummary
3.1.4	January 24, 2024	No	Teams Auto Attendant & Call Queue Historical Reports V3.1.4	Per day reporting for large volume customers, accessibility improvements for screen readers

Related articles

• Auto attendant and Call queue real-time metrics
• Plan for authorized users
• Manage the Queues app