Teams Calls Auto Attendant and Call Queue - Visualizing the Route of a Call

Question

Hi,

in this link (= https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports#auto-attendant-dimensions ) i found the solution to visualize our Auto Attendant and Call Queue Data. But there's one thing i can't find out.

I want to know the exact path a call took via the Auto Attendant thoruch a Call Queue to an agent. But i can't find a value/id to connect the Auto attendant data wiht the call queues. I want to know, ti which call queue a call was treferred after the auto attendant was called.

Can someone help me out here?

Answer 1

Hello Wellen, Niklas, Unfortunately, that specific information is not currently available. However, it may be possible to infer it based on the existing data and the structure of the call flows.

The Auto Attendant (AA) report provides insight into the number of calls transferred to various destinations. If an AA is configured to transfer calls to a single Call Queue (CQ), the relationship is direct and straightforward.

In cases where an AA routes calls to multiple CQs, it's necessary to analyze both the AA report and the call volumes received by each CQ to draw any conclusions.

The only scenario that is not easily supported is when multiple AAs are configured to transfer to the same set of CQs, as it becomes challenging to attribute call volume accurately.

Our engineering team actively working on developing end-to-end reporting for this path, but at this time, I don’t have a confirmed timeline for its availability.

Thanks, 

Sayali

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