Call stats not matching in Power BI Template for Call Queue and Auto Attendants in MS Teams.

[CHorswill]

Hello, we are using the Microsoft Call Queue Template (https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports) but have noticed there is a large discrepancy between the tabs in the report template. Is there a reason for this? An example is the AUTO ATTENDANT tab shows fewer calls than the CALL QUEUE tab.

I would expect this to be the same, since calls first hit the auto attendant and get routed to the call queue. From here they are sent to the users to be answered.

The use case is our Service Desk where a call will come in and then reach the first tier call queue and present the call to several AD users in an AD group. Should they not answer the call will then move to tier 2.

Again, the call is presented to another bank of AD users.

Should the call still not be answered then the call routes to voicemail, which is an O365 Group.

In addition the Power BI report sometimes misses out recording some users picking some calls.

This means we cannot accurately rely on the template to show the call statistics.

Has anyone else noticed this before?

Thanks,

Chris

[v-yiruan-msft]

Hi @CHorswill ，

The reports use data from the Voice Applications Analytics Collector (VAAC) service. It’s important to ensure that Power BI Desktop is updated to incorporate new features and customer feedback, as only the most recent version of Power BI Desktop is supported. Additionally, you may need to configure authentication methods and permissions correctly for these reports to function as expected.

Auto attendant and Call queue historical reports - Microsoft Teams | Microsoft Learn

The discrepancy you’re experiencing could be due to several reasons:

• Calls might not always reach an auto attendant before hitting a call queue if they are directed differently based on certain conditions or configurations within Teams.
• The VAAC service may have different reporting intervals or data collection methods that result in varying numbers being recorded by each tab.
• There might be some latency or delay in how calls are categorized and reported within Teams.

Best Regards

[CHorswill]

Hello, Please see in red my responses.

"It’s important to ensure that Power BI Desktop is updated to incorporate new features " - Yes, we always try the latest version of the Power BI Desktop and also the template itself.  The problem remains.

The discrepancy you’re experiencing could be due to several reasons:

• Calls might not always reach an auto attendant before hitting a call queue if they are directed differently based on certain conditions or configurations within Teams. - Do you know what these conditions are?  It seems consistent that there are always differences in call numbers on the Auto Attendant vs the Call Queues.
• The VAAC service may have different reporting intervals or data collection methods that result in varying numbers being recorded by each tab. How can we check this and how can we correct this. The idea of using Power BI is to record call volumes but at present we cannot rely on the quality of the data.
• There might be some latency or delay in how calls are categorized and reported within Teams. As above, how can we resolve this.  

Many thanks!

Chris