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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
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:
Best Regards
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:
Many thanks!
Chris
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