Plan - Reporting Considerations

  • Applies to: Microsoft Teams

This article is for IT pros and administrators who want to learn about historical reporting for Teams Phone Agents, Auto Attendants, and Call Queues.

Reporting and nesting

Teams Phone Agents, Auto Attendants, and Call Queues offer several historical reporting options. The reporting option you choose determines whether call flows that are nested without resource accounts are included, as described in the following sections.

Teams admin center usage reports

The Auto Attendant Usage and Call Queue Usage reports in the Teams admin center only provide a count of the number of calls received. These reports also don't support the following:

  • Reporting on auto attendants or call queues that are nested without resource accounts.
    • Nest with resource accounts if you need to use the Teams admin center reports.
  • More than 28 days of reporting.
  • Access by authorized users.
    • Authorized users don't have access to the Teams admin center.

Teams Phone Agent, Auto Attendant, and Call Queue historical reports in Power BI

The Teams Phone Agent, Auto Attendant, and Call Queue historical reports support nesting with or without resource accounts.

In addition:

  • Authorized users see only the auto attendants, call queues, and the associated representatives (agents) they're authorized for.
  • They can be authorized to see every auto attendant, call queue, and representative if needed.
  • Administrators see all the auto attendants, call queues, and representatives configured in the tenant.

Queues App historical reporting

For information about reporting with nested auto attendants and call queues in Queues App, see Use the Queues App for Microsoft Teams.

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