Reporting - Teams Phone Agent, Auto Attendant, and Call Queue historical reports

This article is for IT pros and Teams Administrators who want to report on the calls handled by Teams Phone Agents, Auto Attendants, and Call Queues.

Planning and licensing review

Planning

• Overview of Teams Phone Agent, Auto Attendant, and Call Queue
• Authorized users
• Nesting call flows
• Reporting considerations

Licensing

• Auto Attendant and Call Queue

V3.3.0 published on July 6

What's new in this release:

• Support for Government Community Cloud High (GCCH) and Department of Defence (DoD) tenants.

Overview

The Teams Phone Agent, Auto Attendant & Call Queue Historical Report Power BI template provides four reports that allow organizations to report on the number of calls processed by Teams Phone Agents, Auto Attendants, and Call Queues. It also provides agent performance insights.

The Teams Auto Attendant & Call Queue Historical Report Power BI template contains the following four reports:

Cloud Teams Phone Agent Analytics (expand to see sample report)

The Cloud Teams Phone Agent Analytics report shows analytics for calls coming into your Teams Phone Agents.

Cloud Auto Attendant Analytics(expand to see sample report)

The Cloud Auto Attendant Analytics report shows analytics for calls coming into your Auto Attendants.

Cloud Call Queue Analytics (expand to see sample report)

The Cloud Call Queue Analytics report shows analytics for calls coming into your Call Queues.

Cloud Agent Timeline Analytics (expand to see sample report)

The Cloud Agent Timeline Analytics report shows a timeline view of representatives 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.

Access permissions

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

• Voice applications policy

  To let users run reports on Auto attendants, Call queues, and Agents without giving them access to the Teams admin center, assign them a voice applications policy that allows historical reporting. Then assign the user as an authorized user for the relevant Auto attendants and Call queues. Admins can create this policy in Teams admin center or with PowerShell.

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

  Tip

  We recommend using the voice applications policy to control access to historical reports. With a voice applications policy and Authorized users, it's 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 to a CQD access role and a voice applications policy, the CQD role takes precedence and the user can see all the Auto attendants, Call queues, and Agents in the tenant.

V3.x.x desktop installation

Expand to see the desktop installaion steps

Important

The following steps assume that:

• Power BI Desktop is installed
• Your Teams account is either:
  • Set up as an Authorized user.
  • Assigned a CQD access role.

Perform the following steps:

1. Download and save the Teams Auto Attendant & Call Queue Historical Reports V3.3.0.pbit file on your computer.

   • Teams Phone Agent customers should download and save the Teams Auto Attendant & Call Queue Historical Reports v3.3.0-TeamsPhoneAgent v0.02.pbit file on your computer.

2. Open the Teams Auto Attendant & Call Queue Historical Reports V3.3.0.pbit template file. Power BI Desktop should launch.

   • Teams Phone Agent customers should open the Teams Auto Attendant & Call Queue Historical Reports v3.3.0-TeamsPhoneAgent v0.02.pbit template file.

3. Select the Tenant Location, Language, and UTC Offset.

   

   • Tenant Location: Select the tenant cloud location.
     • Public Cloud includes Government Community Cloud (GCC) tenants.
   • Language: Select the language and report level.
     • Select Per Call 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 Per Call

   Important

   Teams Phone Agent customers must select English (United States) - Per Call as this is the only supported language locale at the current time.

   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 150,000 default per query record limit. See Data Limits.

   • Per Day reporting retrieves one daily summary record for each Auto attendant, Call queue, and Agent. This reporting results in fewer records being returned to the client, reducing the possibility of hitting the 150,000 default 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.

Steps 4-7 are only performed once, the first time the template is loaded.

4. Configure the data sources authentication.

   1. Select File, then Options and settings, and then Data source settings.

   

5. Do the following steps for each of the two data sources shown in the group based on your tenant location:

   • Group 1: Department of Defence (DoD)
   • Group 2: Government Community Cloud High (GCCH)
   • Group 3: Public Cloud (including Government Community Cloud (GCC) tenants)

   1. Select the data source.

   2. Select Edit Permissions, and then Edit.

   3. Select Organizational account and then Sign in (or Sign in as different user).

      

   4. Sign in with your Teams account.

6. Select Save, then OK, and then Close.

7. Select Refresh in the ribbon bar and the data refreshes.

   Depending on your Power BI Desktop settings, the following pop-up may also appear:

   

   Enable the Ignore Privacy Levels checkbox. All the data is coming from the historical report database and there's no undesirable data transfer taking place.

V3.x.x Powr BI Service installation

Expand to see the Power BI Service installaion steps

Important

The report must be installed and working in the Power BI Desktop before it can be published to the Power BI service.

Once published, perform the following steps in the Power BI Service:

1. Go to the dataset Settings.

2. Expand the Data source credentials section.

   

   • Group 1: Public Cloud (including Government Community Cloud (GCC) tenants)
   • Group 2: Government Community Cloud High (GCCH)
   • Group 3: Department of Defence (DoD)

3. Do the following steps for the two data sources in the group based on your tenant location:

   • Select Edit credentials.
   • Set the Authentication method to OAuth2.
   • Set the Privacy level setting for this data source to Organizational.
   • Ensure Skip test connection is enabled.
   • Select Sign in and provide your credentials.

   

4. Do the following steps for the data sources in the other two groups:

   • Select Edit credentials.
   • Set the Authentication method to Anonymous.
   • Set the Privacy level setting for this data source to Organizational.
   • Ensure Skip test connection is enabled.
   • Select Sign in.

   

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

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.

The Auto attendant and Call queue historical reports are based on diagnostic telemetry. The information shown in these reports is only as complete as the telemetry data receive from clients participating in a call. There are several reasons why complete telemetry may not be received such as network outages, or firewall or proxy misconfigurations. There's ongoing work to improve the reliability and resiliency with which Teams clients deliver telemetry to the service.

With that in mind, using these reports for auditing, compliance, or payroll related reporting scenarios isn't supported.

Teams Phone Agent, Auto Attendant, and Call Queue historical reports

Cloud Teams Phone Agent Analytics report

Expand to see how to interpret the report, for notes and known issues

Cloud Auto Attendant Analytics report

Expand to see how to interpret the Cloud Auto Attendant Analytics report, for notes and known issues

Callout	Title	Description
1	Version	The report version and link to this documentation.
2	Language	The selected language and locale.
3	Report Level	The selected report level.
4	UTC Offset	The selected UTC offset.
5	Date	The start and end date of the report. Use this slider to select the date range to report on. See Known Issues
6	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.
7	Auto Attendant Resource Account Auto Attendant	Admins: The Resource Accounts to report on.1 Auth Users: The Auto Attendants to report on. Default: All
8	Messages	Informational messages
9	Quick Stats -> Incoming Calls	The breakdown shows the total number of calls received between the start date/start hour and end date/end hour. Incoming Calls Definitions: External - the call originated from outside the tenant Internal - the call originated from inside the tenant Click2Call - the call originated from the web Other - the call originated from some other method TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
10a	Quick Stats -> Usage Statistics	The breakdown shows the average call duration in the Auto Attendant and the average number of caller actions.
10b	Caller Action Count	The breakdown on the number of caller actions (key presses, voice commands)
11	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 Localized
12	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 Localized TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
13		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. CallingPlan, DirectRouting, or TeamsPhoneMobile 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 Localized TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.

Notes

• Admins without a Voice Applications policy or Admins with a Voice Applications policy where the Auto attendant historical reporting permissions are set to None or Only authorized auto attendants:

  • Reporting is by the Resource Account name.
  • Nested Auto attendants that receive calls through a Voice App transfer report those calls under the Auto attendant GUID.
  • To see the calls for a specific Auto attendant, select the resource accounts assigned to that Auto attendant.
    • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

• Admins with a Voice Application Policy where the Auto attendant historical reporting permissions are set to All:

  • Reporting is by Auto attendant name.

• Authorized users:

  • Reporting is by Auto attendant name.

• Queues App users:

  • Reporting is by the Resource Account name.
  • Reports are in UTC.

Known issues

1. The Date selector sometimes shows dates outside the range of available data resulting in a blank report. Change the dates to be within the supported date range to resolve the issue.

Cloud Call Queue Analytics report

Expand to see how to interpret the Cloud Call Queue Analytics report, for notes and known issues

Callout	Title	Description
1	Version	The report version and link to this documentation.
2	Language	The selected language and locale.
3	Report Level	The selected report level.
4	UTC Offset	The selected UTC offset.
5	Date	The start and end date of the report. Use this slider to select the date range to report on. See Known Issues
6	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.
7	Call Queue Resource Account Call Queue	Admin: The Resource Accounts to report on.1 Auth User: The Call Queue to report on. Default: All
8	Messages	Informational messages
9	Quick Stats -> Incoming Calls	The breakdown shows the total number of calls received between the start date/start hour and end date/end hour. Incoming Calls Definitions: External - the call originated from outside the tenant Internal - the call originated from inside the tenant Click2Call - the call originated from the web Other - the call originated from some other method TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
10	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.
11	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 Localized TIP: Hover over any metric in this section to display a tooltip with the individual calls that make up the total.
12	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
13	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 Localized
14	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 Localized

Notes

• Admins without a Voice Applications policy or Admins with a Voice Applications policy where the Call queue historical reporting permissions are set to None or Only authorized auto attendants:

  • Reporting is by the Resource Account name.
  • Nested Call queues that receive calls through a Voice App transfer report those calls under the Resource Account username that performs the transfer.
  • To see the calls for a specific Call queue, select the resource accounts assigned to that Call queue or, if nesting, the resource accounts that perform the transfers.
    • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

• Admins with a Voice Application Policy where the Call queue historical reporting permissions are set to All:

  • Reporting is by Call queue name.

• Authorized users:

  • Reporting is by Call queue name.

• Queues App users:

  • Reporting is by the Resource Account name.
  • Reports are in UTC.

Known issues

1. The Date selector sometimes shows dates outside the range of available data resulting in a blank report. Change the dates to be within the supported date range to resolve the issue.

Cloud Call Queue Agent Timeline report

Expand to see how to interpret the Cloud Call Queue Agent Timeline report, for notes and known issues

:::image type="content" source="media/aa-cq/historical-report-sample-v320-at-explain.png" alt-text="Screenshot showing sample cloud call queue agent timeline report." lightbox="media/aa-cq/historical-report-sample-v320-at-explain.png":::

Callout	Title	Description
1	Version	The report version and link to this documentation.
2	Language	The selected language and locale.
3	Report Level	The selected report level.
4	UTC Offset	The selected UTC offset.
5	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
7	Call Queue Resource Accounts Call Queue	Admin: The Resource Accounts to report on.1 Auth Users: The Call Queues to report on. Default: All
8	Messages	Informational messages
9	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.
10	Calls Answered (by date)	The breakdown shows the number of agent-answered calls by date
11		The breakdown shows how many calls each agent in the queue answered and the average call duration for those calls.
12	Calls Answered (by hour)	The breakdown shows the number of agent-answered calls by hour
13		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 Localized

Notes

• Admins without a Voice Applications Policy or Admins with a Voice Applications Policy where the Call queue historical reporting permissions are set to None or Only authorized auto attendants:

  • Call queue reporting is by the Resource Account name.
  • Nested Call queues that receive calls through a Voice App transfer report those calls under the Resource Account username that performs the transfer.
  • To see the calls for a specific Call queue, select the resource accounts assigned to that Call queue or, if nesting, the resource accounts that perform the transfers.
    • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

• Admins with a Voice Application Policy where the Call queue historical reporting permissions are set to All:

  • Reporting is by Call queue name.

• Authorized users:

  • Reporting is by Call queue name.

• Queues App users:

  • Reporting is by the Resource Account name.
  • Reports are in UTC.

Known issues

1. The Agent's UPN name instead of their name is shown.
2. The Date selector sometimes shows dates outside the range of available data resulting in a blank report. Change the dates to be within the supported date range to resolve the issue.
3. 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.
4. If an agent answers a redirected call from another queue due to Call Overflow, the call counts towards the original queue where the overflow happened, not the queue where it was answered.
5. Callback calls handled by agents aren’t tracked, so the Call Queue report and Agent Timeline report show different numbers of answered calls.

Localization

Expand to see how to the list of supported locales and known localization issues

Supported locales

Languages (Locales)	Languages (Locales)
Arabic (Saudi Arabia)	Italian (Italy)
Bulgarian (Bulgaria)	Japanese (Japan)
Catalan (Catalan)	Korean (Korea)
Chinese (Simplified, Hong Kong SAR)	Latvian (Latvia)
Chinese (Traditional, Taiwan)	Lithuanian (Lithuania)
Croatian (Croatia)	Norwegian Bokmål (Norway)
Czech (Czechia)	Norwegian Nynorsk (Norway)
Danish (Denmark)	Polish (Poland)
Dutch (Netherlands)	Portuguese (Brazil)
English (Australia)	Portuguese (Portugal)
English (United Kingdom)	Romanian (Romania)
English (United States)	Russian (Russia)
Estonian (Estonia)	Serbian (Latin, Serbia)
Finnish (Finland)	Slovak (Slovakia)
French (Canada)	Slovenian (Slovenia)
French (France)	Spanish (Mexico)
German (Germany)	Spanish (Spain, International Sort)
Greek (Greece)	Swedish (Sweden)
Hebrew (Israel)	Thai (Thailand)
Hindi (India)	Turkish (Türkiye)
Hungarian (Hungary)	Ukrainian (Ukraine)
Icelandic (Iceland)	Vietnamese (Vietnam)
Indonesian (Indonesia)	Welsh (United Kingdom)

Localization known issues

1. The selected language applies to the reports only and not the Power BI components or tooltips. Power BI defaults to the same language as the Windows desktop.

   To change the Power BI language, select:

   • File
   • Options and Settings
   • Options
   • Regional Settings
   • Application Language
     • Default set to "Use Windows default display language."
     • Select the desired language from the drop-down.

       Note

       The list of languages shown here may be different than languages available for the report template.

2. The name of the zip file and the actual report template files are in English only.

3. The splash screen shows the filename (see #2) and the words "Tenant Location," "Language" and "UTC Offset" in English only.

4. The refresh screen shows the table names in English only.

5. The report tab names are in English only.

6. The documentation link uses the language set in your browser, which may be different than the language selected for the report.

7. Customer provided information such as Auto attendant and Call queue names isn't localized.

8. The legend on the Call Queue - Call Volume, Abandoned Calls and Agent Opt-in Count visual is in English only.

9. The word TeamsPhoneMobile in the Call Type column on the call details table at the bottom of the Auto Attendant and Call Queue reports isn't localized.

   Issues 2-6 are limitations of file naming conventions, screen in Power BI, and how browsers work. These issues won't be addressed.

Auto attendant and Call queue historical reports field definitions

Auto Attendant Analytics report

Expand to see how to the AutoAttendant table field descriptions

AutoAttendant table field description

Name	Data Type	Description
AACallDurationSeconds	Whole number	Summarized: Sum Call duration in seconds
AACallDurationSecondsAVG (Measure)	Whole number	Average call duration in seconds
AACallerActionCounts	Whole number	Summarized: Sum Count of actions selected by caller in Auto Attendant during the call
AACallerActionCountsAVG (Measure)	Whole number	Average of AACallerActionCount - zero instead of blank
AACallFlowString	Text	Localized - see AutoAttendantCallFlow in Auto Attendant dimensions -> AutoAttendantCallFlow
AACallResultLegendCode	Whole number	See AutoAttendantCallResult in Auto Attendant dimensions -> AutoAttendantCallResult - converted to numeric codes
AACallResultLegendString	Text	Localized string for AACallResultLegendCode English 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	Summarized: Sum Duration of call in Auto Attendant
AAChainDurationAVG (Measure)	Decimal number	Average of AAChainDuration - zero instead of blank
AAConnectivityTypeCode	Whole number	See PSTNConnectivityType in Common dimensions -> AutoAttendantCallResult - converted to numeric codes
AAConnectivityTypeString	Text	Localized string for AAConnectivityTypeCode English values are: CallingPlan - Calling Plan DirectRouting - Direct Routing TeamsPhoneMobile - Teams Phone Mobile ACS Call - ACS
AADirectorySearchMethodDTMFCOUNT (Measure)	Whole number	Count of calls that used DTMF to search the directory - zero instead of blank
AADirectorySearchMethodLegendCode	Whole number	See AutoAttendantDirectorySearchMethod in Auto Attendant dimensions -> AutoAttendantCallResult - converted to numeric codes
AADirectorySearchMethodLegendString	Text	Localized string for AADirectorySearchMethodLegendCode English 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
AADirectorySearchMethodVoiceCOUNT (Measure)	Whole number	Count of calls that used Voice to search the directory - zero instead of blank
AAGUID	Text	Auto Attendant unique identifier
AAPSTNMinutes	Whole number	Summarized: Sum Total minute usage
AASlicer	Text	Admins: AAGUID or Resource account username Auth Users: Auto attendant name
AAStartHourLocal	Whole Number	Auto Attendant call start hour - Local (based on selected UTC Offset)
AAStartTimeLocal	Date/time	Auto Attendant call start time - Local (based on selected UTC Offset)
AAStartTimeUTC	Date/time	Auto Attendant call start time - UTC
AATotalCallCount	Whole number	Summarized: Sum Always 1 - used to provide sum of all calls
AATotalCallCountSUM (Measure)	Whole number	Sum of TotalCallCount
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
MM-DD	Text	Auto Attendant call month-day

Cloud Call Queue Analytics report

Expand to see how to the CallQueue and CallQueueFinalStateAction table field descriptions

CallQueue table field description

Name	Data Type	Description
ConferenceID (Per Call only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket
CQAgentCount	Whole number	Summarized: Sum Number of agents configured in the Call queue
CQAgentOptInCount	Whole number	Summarized: Sum Number of agents opted-in to the Call queue
CQCountAbandoned	Whole number	Summarized: Sum Number of abandoned calls
CQCallCountAbandonedSUM (Measure)	Whole number	Call Count Abandoned - zero instead of blank
CQCallDurationSeconds	Decimal number	Summarized: Sum Call duration
CQCallDurationSecondsAVG (Measure)	Whole number	Average Call Duration Seconds
CQCallResultLegendCode	Whole number	See CallQueueCallResult in Call Queue dimensions -> AutoAttendantCallResult - converted to numeric codes
CQCallResultLegendString	Text	Localized string for CQCallResultLegendCode English values are: 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
CQCallStartDateLocal	Date	Call start date - Local (based on selected UTC Offset)
CQCallStartTimeLocal	Date/time	Call start time - Local (based on selected UTC Offset)
CQCallStartTimeUTC	Date/time	Call start time - UTC
CQConnectivityTypeCode	Whole number	See PSTNConnectivityType in Common dimensions -> AutoAttendantCallResult - converted to numeric codes
CQConnectivityTypeString	Text	Localized string for CQConnectivityTypeCode English values are: CallingPlan - Calling Plan DirectRouting - Direct Routing TeamsPhoneMobile - Teams Phone Mobile ACS Call - ACS
CQGUID	Text	Call Queue unique identifier
CQHour	Whole number	Summarized: Sum Call queue call start hour
CQPSTNTotalMinutes	Decimal number	Summarized: Sum Total minutes usage for PSTN calls
CQRAIdentity	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
CQSlicer	Text	Admins: CQGUID or Resource account username Auth Users: Call queue name
CQTargetTypeLegendCode	Whole number	See CallQueueTargetType in Call Queue dimensions -> AutoAttendantCallResult - converted to numeric codes
CQTargetTypeLegendString	Text	Localized string for CQTargetTypeLegendCode English values are: 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
CQTotalCallCount	Whole number	Summarized: Sum Number of calls
CQTotalCallCountSUM (Measure)	Whole number	Call Count Sum - zero instead of blank
DateTimeCQName	Text	Unique key for filtering on fCallQueueFinalStateAction
DialogID (Per Call only)	Text	Used for troubleshooting purposes - provide this information when opening a ticket

CallQueueFinalStateAction table field description

Name	Data Type	Description
CQAvgCallDuration	Decimal number	Summarized: Sum Average waiting time in seconds
CQAvgCallDurationSeconds	Whole	Summarized: Sum Average waiting time in seconds
CQCallResultLegendCode	Whole number	See CallQueueCallResult in Call Queue dimensions -> AutoAttendantCallResult - converted to numeric codes
CQCallResultLegendString	Text	Localized string for CQCallResultLegendCode English values are: 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
CQCallStartTimeLocal	Date/time	Call start time - Local (based on selected UTC Offset)
CQCallStartTimeUTC	Date/time	Call start time - UTC
CQSlicer	Text	Admins: CQGUID or Resource account username Auth Users: Call queue name
CQTotalCallCount	Whole number	Summarized: Sum Number of calls
DateTimeCQName	Text	Unique key for filtering on fCallQueueFinalStateAction

Cloud Call Queue Agent Timeline report

Expand to see how to the AgentTimeline and AgentTimelineSummary table field descriptions

AgentTimeline table field description

Name	Data Type	Description
AgentCallDurationMinutes	Decimal number	Summarized: Sum Total call duration of answered Call queue calls in minutes
AgentCallDurationSeconds	Decimal number	Summarized: Sum Total call duration of answered Call queue calls in seconds
AgentCallDurationSecondsAVG (Measure)	Decimal number	Average of AgentCallDurationSeconds
AgentTimelineAnalyticsSummaryLink	Text	Used to link with fAgentTimelineAnalyticsSummary for the pop-up tooltip
AgentTotalCallCountSUM (Measure)	Whole number	Total number of calls answered by agent
Call Duration (HH:MM:SS)	Text	Call Duration (Minutes) converted to HH:MM:SS
ConferenceID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
CQAgentName	Text	User UPN If the full username is user@microsoft.com, then this value is: user
CQCallStartHour	Whole number	Call start hour
CQCallStartTimeLocal	Date/time	Call start time - Local (based on selected UTC Offset)
CQCallStartTimeUTC	Date/time	Call start time - UTC
CQGUID	Text	Call Queue unique identifier
CQSlicer	Text	Admins: CQGUID or Resource account username Auth Users: Call queue name
CQTotalCallCount	Whole number	Summarized: Sum Number of calls presented to agent
Date	Date	Date of call
DateTime	Date/time	Date of call
DialogID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
MM-DD	Text	Call queue call month-day

AgentTimelineSummary table field description

Name	Data Type	Description
AgentAverageCallDurationSeconds	Decimal number	Summarized: Sum The average duration of answered Call queue calls in seconds
AgentAverageCallDurationSeconds_Formatted (Measure)	Decimal number	The average duration of answered Call queue calls in seconds - zero instead of blank
AgentAverageCalls (Measure)	Decimal number	The average number of calls answered by the agent
AgentTimelineAnalyticsLink	Text	Used to link with fAgentTimelineAnalytics for the pop-up tooltip
CQAgentName	Text	User UPN If the full username is user@microsoft.com, then this value is: user
CQSlicer	Text	Admins: CQRAName Auth Users: CQName
Date	Date/time	Date of call
Hour	Whole number	Hour of call
MM-DD	Text	Month and day of call
Total Call Duration (HH:MM:SS)	Text	Call Duration (Minutes) converted to HH:MM:SS
TotalCallCountSUM (Measure)	Whole number	Total number of calls answered by the agent

Data Limits

Each report tab retrieves data for all Teams Phone Agents, 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 selections on the report. Filtering to show only the requested information occurs locally.

Each report tab is restricted to retrieving 150,000 rows.

If there's a large number of calls being processed each day, it's possible that the report doesn'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 ReportRowCountLimit 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.

There's no limit to the number of rows that can be retrieved. However, increasing the row count may lead to longer execution and response times, which can impact desktop performance.

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 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 scheme

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.

   

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
3.3.0	July 6, 2026	Yes	Teams Auto Attendant & Call Queue Historical Reports V3.3.0	Support for Government Community Cloud High (GCCH) and Department of Defence (DoD) tenants
3.2.6	March 5, 2026	Yes	Teams Auto Attendant & Call Queue Historical Reports V3.2.6	Corrected a problem that prevented scheduling on the Power BI Service, Accessibility improvements
3.2.5	February 4, 2026	No	Teams Auto Attendant & Call Queue Historical Reports V3.2.5	Corrected a problem that prevented the Auto Attendant and Call Queue templates from loading when a TeamsPhoneMobile service phone number was used
3.2.4	February 2, 2026	No	Teams Auto Attendant & Call Queue Historical Reports V3.2.4	Corrected a problem that prevented scheduling on the Power BI Service, Accessibility improvements
3.2.3	January 12, 2026	No	Teams Auto Attendant & Call Queue Historical Reports V3.2.3	Introduced Tenant Location drop-down selection in preparation for more cloud locations, sequential loading of queries, code rewrite
3.2.2	August 25, 2025	No	Teams Auto Attendant & Call Queue Historical Reports V3.2.2	Bug fixes, increased default row limit and execution time
3.2.1	June 23, 2025	No	Teams Auto Attendant & Call Queue Historical Reports V3.2.1	Bug fixes
3.2.0	March 21, 2025	No	Teams Auto Attendant & Call Queue Historical Reports V3.2.0	Localization in 45 languages, reporting by Auto Attendant and Call Queue name for authorized users
3.1.8	August 12, 2024	No	Teams Auto Attendant & Call Queue Historical Reports V3.1.8	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

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