Microsoft teams reporting accuracy

Question

Microsoft teams reporting accuracy

Alwyn Dsouza 5

Hi Team,

https://docs.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports

I have tried using the above link and its not showing accurate results

For example, i need to check how many calls agent has taken from a specific call queue, its not showing the

results

Please advice if this can be fixed?

SokiGuo-MSFT 31,461 Reputation points Microsoft External Staff

2023-01-30T07:47:57.8+00:00

Hi

By default, reports generated require data analysis, so there is a delay. This is by design. Also, in some scenarios, the agent answered call count on the Cloud Call Queue Agent Timeline report may be different than the number of calls shown in the Teams client call history. This is a known issue, the official is currently investigating, please be patient and wait for the update.

Thank you for your understanding and patience!
Alwyn Dsouza 5 Reputation points

2023-01-30T08:40:25.1233333+00:00

Hi SokiGuo

I understand it’s not real-time so it’s not accurate

i am trying to generate report from a months ago and it’s no where close.

For example , we have IT Helpdesk call queue where we get atleast 30-40 calls but report shows 5 calls.

Also when I checked agent calls it shows like 2-3 calls a day so there is something really wrong

Is there any workaround for this issue while it’s fixed this issue is been happening since 3-4 months and still same

Regards

Alwyn
SokiGuo-MSFT 31,461 Reputation points Microsoft External Staff

2023-02-02T08:24:29.5933333+00:00

Hi

Currently, only the history of Teams client calls is correct. This is a known issue and is now officially under investigation. I will post here if there is a further update. Thank you for your understanding and patience!
SokiGuo-MSFT 31,461 Reputation points Microsoft External Staff

2023-02-06T09:10:52.6166667+00:00

Hi

Haven't received your message for a long time. If there is any problem, feel free to let me know.
Amy H 0 Reputation points

2023-08-29T08:15:54.59+00:00

Hi,

I'm just wondering if this issue is still under investigation, and if so, how far along you've got to and if the issue will be resolved in the near future.

Thanks

Your answer

SokiGuo-MSFT 31,461 Reputation points Microsoft External Staff

2023-01-30T07:47:57.8+00:00

Hi

By default, reports generated require data analysis, so there is a delay. This is by design. Also, in some scenarios, the agent answered call count on the Cloud Call Queue Agent Timeline report may be different than the number of calls shown in the Teams client call history. This is a known issue, the official is currently investigating, please be patient and wait for the update.

Thank you for your understanding and patience!
Alwyn Dsouza 5 Reputation points

2023-01-30T08:40:25.1233333+00:00

Hi SokiGuo

I understand it’s not real-time so it’s not accurate

i am trying to generate report from a months ago and it’s no where close.

For example , we have IT Helpdesk call queue where we get atleast 30-40 calls but report shows 5 calls.

Also when I checked agent calls it shows like 2-3 calls a day so there is something really wrong

Is there any workaround for this issue while it’s fixed this issue is been happening since 3-4 months and still same

Regards

Alwyn
SokiGuo-MSFT 31,461 Reputation points Microsoft External Staff

2023-02-02T08:24:29.5933333+00:00

Hi

Currently, only the history of Teams client calls is correct. This is a known issue and is now officially under investigation. I will post here if there is a further update. Thank you for your understanding and patience!
SokiGuo-MSFT 31,461 Reputation points Microsoft External Staff

2023-02-06T09:10:52.6166667+00:00

Hi

Haven't received your message for a long time. If there is any problem, feel free to let me know.
Amy H 0 Reputation points

2023-08-29T08:15:54.59+00:00

Hi,

I'm just wondering if this issue is still under investigation, and if so, how far along you've got to and if the issue will be resolved in the near future.

Thanks

Share via

Microsoft teams reporting accuracy

Your answer