Auto attendant and call queue historical reports

Article
02/28/2023
18 minutes to read
Applies to:

Skype for Business, Microsoft Teams

Important

These reports aren't currently available for GCC High and DoD customers.

This Power BI template provides three reports that allow organizations to report on the number of calls processed by auto attendants and call queues. It also provides agent performance insights.

V3.0.7 published on February 16, 2023

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

The Auto Attendant report shows analytics for calls coming into your auto attendants.
The Call Queue report shows analytics for calls coming into your call queues.
The Agent Timeline report shows a timeline view of agents 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.

The minimum compatible version is 2.85.681.0 (September 2020).

Permissions to access the CQD pipeline

While this version of the reports doesn't use the Call Quality Dashboard (CQD) data pipeline, the account used to view the historical data still requires access to the Call Quality Dashboard. For more information, see CQD access role.

Any CQD role with both View Reports and View EUII fields set to Yes will work.

This requirement will be removed in a future release.

V3.x.x installation

The following steps assume you've already installed Power BI Desktop on your computer and that your account has the necessary permissions to access the CQD data pipeline.

Perform the following steps:

Download and save the Teams Auto Attendant & Call Queue Historical Reports V3.0.7.zip file on your computer.
Open the zip file.
Open the Teams Auto Attendant & Call Queue Historical Reports V3.0.7.pbit template file. Power BI Desktop should launch.
You'll be prompted to select the Data Source. Select the api.interfaces.records.teams.microsoft.com entry.
You'll be prompted to sign in with an account. Select Organizational account, and then select Sign in.
Select Connect, and the data will refresh.

Note

If you were using v1.63 or earlier, you may encounter an error when v3.x.x tries to retrieve the data from VAAC. To resolve this error, it's necessary to clear any previous credentials from Power BI.

Open the v3.x.x template to clear the error.
Select File > Options & Settings > Data source settings.
Select the dropdown menu for Clear Permissions, and then select Clear All Permissions.
Close the template after they're cleared, and restart Power BI. You'll be asked to authorize again.

Data latency for auto attendant and call queue analytics

Data is typically available within 30 minutes of the call completing; however, there are occasions where it may take several hours for data to appear.

You'll have to refresh the data to see any new data.

Auto attendant and call queue historical reports definitions

Cloud Auto Attendant Analytics report

Report description

Report Section	Description
Incoming Call Source	Distribution of calls by Internal/External call source
Directory Search Method	Distribution of calls by search type
Caller Action Count	Distribution of calls by number action used during the call
Average Seconds in AA	Average number of seconds callers spend in the AA
Average Caller Actions	Average number of actions callers perform in the AA
Call Results	Distribution of calls by final call state
Lower section of report	Call flow breakdown

Report visual and field mapping

Report Tab	Report Table Name	Global Filter
Auto Attendant	fAutoAttendant	None

Report Section	Field(s) Used	Filters Applied
Date selector	AAStartTime	None
Time Range selector	AAStartHour	None
Auto Attendant Resource Accounts	AA Name	None
Incoming Call Source	Call Type Sum of TotalCallCount	External Calls: Call Type is External Internal Calls: Call Type is Internal
Directory Search Method	AADirectorySearchMethod AADirectorySearchMethodLegend TotalCallCount	AADirectorySearchMethod is abs_search_dtmf or abs_search_name
Caller Action Count	AACallerActionCount TotalCallCount	None
Average Seconds in AA	AAChainDuration	None
Average Caller Actions	AACallerActionCount	None
Call Results	AACallResult AACallResultLegend TotalCallCount	None
Lower section of report	MM-DD AA Name AACallFlow Call Type AACallResult TotalCallCount AAChainDuration	None

fAutoAttendant field description

Name	Data Type	Description
AA Name	Text	Name of resource account attached to Auto Attendant If the full Resource Account name is aa_test@microsoft.com, then this value will be: aa_test
AA Start Time UTC	Date/time	Auto Attendant call start time - UTC
AACallerActionCount	Whole number	Summarize: Sum Count of actions selected by caller in Auto Attendant during the call
AACallerActionCount (Measure)	Whole number	Same as AACallerActionCount except will be 0 if no calls instead of blank
AACallFlow	Text	See Auto Attendant dimensions -> AutoAttendantCallFlow
AACallResult	Text	See Auto Attendant dimensions -> AutoAttendantCallResult
AACallResultLegend	Text	Sets up legend items based on AACallResult
AAChainDuration	Decimal number	Summarize: Sum Duration of call in Auto Attendant
AAChainDuration (Measure)	Decimal number	Same as AAChainDuration except will be 0 if no calls instead of blank
AAChainIndex	Whole Number
AAConnectivityType	Text	See Common dimensions -> PSTNConnectivityType
AACount	Whole Number	Number of Auto Attendants involved in call
AADirectorySearchMethod	Text	See Auto Attendant dimensions -> AutoAttendantDirectorySearchMethod
AADirectorySearchMethodLegend	Text	Sets up legend items based on AADirectorySearchMethod
AAStartHour	Whole number	Auto Attendant call start hour
AAStartTime	Date/time	Auto Attendant call start time
AATransferAction	Text	See Auto Attendant Dimensions -> AutoAttendantTransferAction
Call Duration Seconds	Whole number	Call duration
Call End Time Local	Date/time	Call end time - Local (based on time zone of computer running report)
Call End Time UTC	Date/time	Call end time - UTC
Call Start Time Local	Date/time	Call start time - Local (based on time zone of computer running report)
Call Start Time UTC	Date/time	Call start time - UTC
ConferenceID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DialogID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DocumentID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
MM-DD	Text	Auto Attendant call month-day
PSTNMinutes	Whole number	Summarize: Sum Total minute usage
Sum of TotalCallCount (Measure)	Whole number	Same as TotalCallCount except will be 0 if no calls instead of blank
TotalCallCount	Whole number	Summarize: Sum Always 1 - used to provide sum of all calls

Cloud Call Queue Analytics report

Report description

Report Section	Description
Incoming Call Source	Distribution of calls by Internal/External call source
Average Wait Time (seconds)	Wait time for answered and abandoned calls
Call Volume and Agent Opt-in Count	Distribution of calls by call queues / Maximum agent opt-in count
Call Results	Distribution of calls by call result
Abandoned Calls	Distribution of abandoned calls by call queues
Average Session Length (seconds)	Call length in seconds grouped by call result
Call Overflow/Timeout Destinations	Distribution of calls that timed out or overflowed

Report visual and field mapping

Report Tab	Report Table Name	Global Filter
Call Queue	fCallQueueAnalytics fCallQueueFinalStateAction	None

Report Section	Table -> Field(s) Used	Filters Applied
Date selector	fCallQueueAnalytics -> Date	None
Time Range selector	fCallQueueAnalytics -> CQHour	None
Call Queue Resource Account	fCallQueueAnalytics -> CQ Name	None
Incoming call source	fCallQueueAnalytics -> Sum of Call Count (Measure)	External Calls: Call Type is External Internal Calls: Call Type is Internal
Avg Wait Time (seconds)-Before Answered	fCallQueueFinalStateAction -> Avg of Average CQ Duration (Measure)	Call Queue Call Result is agent_joined_conference or transferred_to_agent
Avg Wait Time (seconds)-Before Abandoned	fCallQueueFinalStateAction -> Avg of Average Call Duration (Measure)	Call Queue Call Result isn't agent_joined_conference, transferred_to_agent, overflown, timed_out
Call Volume and Agent Opt-In Count	fCallQueueAnalytics -> Call Count fCallQueueAnalytics -> Call Queue Agent Opt In Count fCallQueueAnalytics -> CQ Name fCallQueueAnalytics -> Date	None
Abandoned Calls	fCallQueueAnalytics -> Date fCallQueueAnalytics -> TotalCallCount	Call Queue Call Result Legend is Abandoned
Average Session Length (seconds)	fCallQueueFinalStateAction -> Average Call Queue Duration (Sec) Call Queue Call Result Legend	Average Call Queue Duration (Sec) > 0
Call Overflow/Timeout Destinations	fCallQueueAnalytics -> Call Count fCallQueueAnalytics -> Call Queue Target Type fCallQueue Target Type Legend	Call Queue Target Type Legend doesn't contain Abandoned and Agent Answered

fCallQueueAnalytics field description

Name	Data Type	Description
Call Count	Whole number	Summarize: Sum Number of calls
Call Duration Seconds	Whole number	Call duration
Call End Time Local	Date/time	Call end time - Local (based on time zone of computer running report)
Call End Time UTC	Date/time	Call end time - UTC
Call Queue Agent Count	Whole number	Summarize: Sum Number of agents configured in the call queue
Call Queue Agent Opt In Count	Whole number	Summarize: Sum Number of agents opted-in to the call queue
Call Queue Call Result	Text	See Call Queue Dimensions -> CallQueueCallResult
Call Queue Call Result Legend	Text	Sets up legend items based on Call Queue Result
Call Queue Target Type	Text	See Call Queue Dimensions -> CallQueueTargetType
Call Queue Target Type Legend	Text	Sets up legend items based on Call Queue Target Type
Call Start Time Local	Date/time	Call start time - Local (based on time zone of computer running report)
Call Start Time UTC	Date/time	Call start time - UTC
ConferenceID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value will be: cq_test
CQ Hour	Whole Number	Call queue call start hour
Date	Date/time	Call queue call start date and time (hour)
DateTimeCQName	Text	Unique key for filtering on fCallQueueFinalStateAction
DialogID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
DocumentID	Text	Used for troubleshooting purposes - provide this information when opening a ticket
PSTN Connectivity Type	Text	See Common Dimensions -> PSTNConnectivityType
PSTN Total Minutes	Whole number	Summarize: Sum Total minutes usage for PSTN calls
Sum of Call Count (Measure)	Whole number	Same as Call Count however will be 0 when no call
TotalCallCount (Measure)	Whole Number	Summarize: Sum Call Count

fCallQueueFinalStateAction field description

Name	Data Type	Description
Average Call Duration (Seconds)	Decimal number	Summarize: Sum Average call duration in seconds for abandoned calls
Average Call Queue Duration (Sec)	Decimal number	Summarize: Sum Average waiting time in seconds for answered calls
Avg of Average Call Duration (Measure)	Whole number	Same as Average Call Duration (Seconds) however will be 0 when no calls
Avg of Average CQ Duration (Measure)	Whole number	Same as Average Call Queue Duration (Sec) however will be 0 when no calls
Call Count	Whole number	Summarize: Sum Number of calls
Call Queue Call Result	Text	See Call Queue Dimensions -> CallQueueCallResult
Call Queue Call Result Legend	Text	Sets up legend items based on Call Queue Call Result
Call Queue Final State Action	Text	See Call Queue Dimensions -> CallQueueFinalStateAction
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value will be: cq_test
CQ Hour	Number	Hour that the call took place in
Date	Date/time	Call Queue call start date and time (hour)
DateTimeCQName	Text	Unique key for filtering on fCallQueueFinalStateAction
IsAbandoned	True/false	True if call isn't answered by an agent

Cloud Call Queue Agent Timeline report

Report description

Report Section	Description
Number of Calls by Agent	Distribution of calls by call queue and agent
Distribution by Agent and all Queue	Distribution of calls by agent and call queue
Table (bottom left)	Distribution of calls by agent with average and total call duration
Average Call Duration (seconds) by Agent (bottom right)	Average duration (seconds) of call by agent

Report visual field mapping

Report Tab	Report Table Name	Global Filter
Agent Timeline	fAgentTimelineAnalytics	None

Report Section	Field(s) Used	Filters Applied
Date selector	DateTime	None
Agent Username selector	Agent Name	None
Call Queue Resource Accounts selector	CQ Name	None
Number of Calls by Agent	Call Count Agent Name Date Hour	None
Distribution by Agent and Call Queue	Agent Name Average Calls Duration (Seconds) Call Count CQ Name	None
Bottom Left	Agent Name Average Call Duration (Seconds) Call Count Call Duration (Minute) CQ Name Hour MM-DD	None
Average Call Duration (Seconds) by Agent	Agent Name Average Call Duration (Seconds)	None

fAgentTimelineAnalytics field description

Name	Data Type	Description
Agent Name	Text	User UPN If the full username is user@microsoft.com, then this value will be: user
Average Call Duration (Seconds)	Decimal number	Summarize: Sum The average duration of answered call queue calls in seconds
Call Duration (HH:MM:SS)	Text	Call Duration (Minutes) converted to HH:MM:SS
Call Duration (Minutes)	Whole number	Summarize: Sum Total call duration of answered call queue calls in minutes (rounded down to nearest minute)
Calls Answered	Whole number	Number of calls answered by agent
Calls Not Answered	Whole number	Number of calls not answered by agent
CQ Name	Text	Name of resource account attached to Call Queue If the full Resource Account name is cq_test@microsoft.com, then this value will be: cq_test
Date	Date	Date of call
DateTime	DateTime	Date of call
Hour	Whole number	Hour of call
MM-DD	Text	Month and day of call
Total Call Count	Whole number	Summarize: Sum Number of calls presented to agent

Note

When a call arrives at the first call queue, if the number of calls already waiting in that queue has reached the Call overflow handling limit and if the redirect option sends new calls to a second call queue, then the agents in the second call queue will be shown as being in the first call queue on this report.

Known issues

Only the calls and caller actions in the first auto attendant or call queue that answers the call are reported on. Calls and caller actions in chained auto attendants (when one auto attendant transfers to another auto attendant) or chained call queues (when one call queue transfers to another call queue) aren't reported on.
Call queues and auto attendants are shown by the resource account's ID instead of call queue or auto attendant names. To show all the traffic for an auto attendant or call queue, you must select all the resource accounts assigned to the auto attendant or call queue.
Only 28 days of history are available in the dashboard as call queue and auto attendant data is considered personal data and is subject to data privacy retention policies.
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. The Teams client call history is correct. Support is investigating, but there's no estimated time to repair available at this time.

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 schema

The following steps assume you've already completed the installation steps.

Perform the following steps:

Select View tab on the ribbon.
Select the color schema from the drop-down list.

Dimensions and measurements

The following dimensions and measurements are available to be used.

Common dimensions

These dimensions are common to both auto attendants and call queues:

Name (Type)	Possible Values	Description
ConferenceId (Text)	GUID	Call identifier
Date (DateTime)		Date of call (UTC)
DialogId (Text)	GUID	Call identifier
DocumentId (Text)	GUID	Call identifier
Duration (Whole Number)		Duration of call, in seconds
EndTime (DateTime)		Time call ended (UTC)
FirstIsCaller (Boolean)		First and Second endpoint classification
FirstUPN (Text)		The user principal name (UPN) of the first endpoint's user
Hour (Text)		Hour call started (UTC)
Minute (Text)		Minute call started (UTC)
PSTNCallDuration (Whole Number)		Duration of the call
PSTNCallType (Text)
	External	Call is coming from outside the tenant
	Internal	Call is coming from within the tenant
PSTNConnectivityType¹ (Text)
	CallingPlan
	DirectRouting
Second (Text)		Second call started (UTC)
SecondUPN (Text)		The user principal name (UPN) of the second endpoint's user
TenantId (Text)		Tenant ID
Timestamp (DateTime)		Time record was written (UTC)
UserStartTimeUTC (DateTime)		Time call started (UTC)

¹ PSTNConnectivityType will show the final call leg source rather than the initial call leg source. For example, if an auto attendant receives an external call and transfers the call to another auto attendant or call queue, the Incoming call source will be reported as Internal.

Auto attendant dimensions

Name (Type)	Possible Values	Description
AutoAttendantCallFlow (Text)		Encapsulates the different states of Auto Attendant call
	abs_search
	announcement
	automatic_menu
	call_termination
	call_transfer
	first_level_menu
	main_menu
	speech_input_confirmation
	user_selection
AutoAttendantCallResult (Text)		Final call result
	failed_to_establish_media	The media portion of the call couldn't be established
	failover_to_operator	Call transferred to operator typically due to a system error
	oaa_chain_too_long	Too many legs in the AA
	oaa_session_too_long	AA session has lasted too long
	service_declined	AA didn't accept the call
	service_terminated	AA configuration disconnects the call or call hung up
	terminated_automatic_selection	AA configuration disconnects the calls
	terminated_no_operator	All terminated due to error no operator defined
	terminated_transfer_failed	Call terminated as transfer failed - typically to external number
	transfer_in_progress	AA->AA transfer
	transferred_to_operator	Call was transferred to operator
	transferred_to_cq	Call was transferred to call queue
	transferred_to_receptionist	Same as transferred_to_operator
	transferred_to_self	Call was returned to the start of the AA
	transferred_to_shared_voicemail	Call was transferred to shared voicemail
	transferred_to_user	Call was transferred to a user
	unknown	An unknown condition has occurred
	user_terminated	Caller hung up
AutoAttendantCallerActionCounts (Whole Number)
AutoAttendantChainDurationInSecs (Real Number)
AutoAttendantChainIndex (Whole Number)
AutoAttendantChainStartTime (DateTime)
AutoAttendantCount (Whole Number)
AutoAttendantDirectorySearchMethod (Text)		Directory search method
	abs_search_dtmf	Touch tone
	abs_search_voice	Voice
AutoAttendantIdentity (Text)		Resource account URI call arrived on
AutoAttendantTransferAction (Text)		Call transfer target type
	AA	Transferred to an AA
	CQ	Transferred to a CQ
	external_pstn	Transferred to an external number
	shared voicemail	Transferred to shared voicemail
	Unknown	Unknown action
HasAA (Boolean)		Is AA involved in call

Call queue dimensions

Name (Type)	Possible Values	Description
CallQueueAgentCount (Whole Number)		Number of agents in call queue
CallQueueAgentOptInCount (Whole Number)		Number of agents opted-in to call queue
CallQueueCallResult (Text)		Call queue call final state
	agent_joined_conference	Call answered - conference mode CQ
	declined
	disconnected
	error
	failed
	invalid
	overflown	Overflow condition met
	timed_out	Timeout condition met
	transferred_to_agent	Call answered - transfer mode CQ
CallQueueDurationSeconds (Real Number)		Call duration in the call queue
CallQueueFinalStateAction (Text)		Call queue final action
	disconnect	time_out calls
	disconnect_with_busy	overflown calls
	failed_to_accept_call
	forward	Call was forwarded to a user or externally
	shared_voicemail	Call was sent to shared voicemail
	other
	voicemail
CallQueueIdentity (Text)		Resource account URI call arrived on
CallQueueTargetType (Text)		Call redirection target
	ApplicationEndpoint
	Mailbox
	Other
	Phone
	User
HasCQ (Boolean)		Is CQ involved in call
TransferredFromCallQueueIdentity (Text)

Measurements

Name (Type)	Possible Values	Description
AvgAutoAttendantChainDurationSeconds (Real Number)
AvgCallDuration (Real Number)
AvgCallQueueDurationSeconds (Real Number)
PSTNTotalMinutes (Real Number)
TotalAudioStreamDuration (Real Number)
TotalCallCount (Whole Number)

Constructing a valid query

A valid query consists of several attributes in a JSON object:

{
   "Filters":[
      {
         "DataModelName":"Date",
         "Value":"2022-04-01",
         "Operand":4
      },
      {
         "DataModelName":"Date",
         "Value":"2022-04-30",
         "Operand":6
      }
   ],
   "Dimensions":[
      {
         "DataModelName":"AutoAttendantIdentity"
      },
      {
         "DataModelName":"AutoAttendantDirectorySearchMethod"
      }
   ],
   "Measurements":[
      {
         "DataModelName":"PSTNTotalMinutes"
      },
      {
         "DataModelName":"TotalCallCount"
      }
   ],
   "Parameters":{
      "UserAgent":"Power BI Desktop"
   },
   "LimitResultRowsCount":100000
}

Required fields

Filters: used to filter data returned by VAAC
- DataModelName should be one of the supported dimensions
- Value should be in the correct format (datetime, string, number etc.)
- Operands:
  - 0 - Equals
  - 1 - Not Equals
  - 2 - Contains
  - 3 - Begins With
  - 4 - Greater Than
  - 5 - Greater Than or Equal To
  - 6 - Less Than
  - 7 - Less Than or Equal To
  - 8 - Does Not Contain
  - 9 - Does Not Begin With
Dimensions:
- DataModelName should be one of the supported dimensions
Measurements:
- DataModelName should be one of the supported measurements
Parameters: Currently only UserAgent is supported.
LimitResultRowsCount: the max count of rows returned by VAAC

Accessing VAAC outside of Power BI

The VAAC API can be accessed by any application that can access RESTful applications. In the example below, Postman will be used.

Preparation

Download Postman.
Import the folder postman in the downloaded zip file instructions into Postman.

Accessing VAAC using Postman

Select VAAC - msit on the top right No Environment drop-down.
Select Environments on the left hand rail menu.
Select VAAC - msit under Globals.
Replace userName, password and tenantId with the applicable credentials.
Select Reset All in the top right corner.
Select Save.
Select Collections on the left hand rail menu.
Select Config API Access Token - Prod and navigate to the Body tab.
Select Send.

An access token will be returned.

If an access token isn't returned, check your credentials to make they have sufficient permissions.
Select VAAC ConfigAPI Prod and navigate to the Params tab.

Compress the query as outlined below
URL encode the compressed result as outlined below

Fill in your query string.
Select Send.

Reading the result

After you submit your input, there will be a couple of possible results:

If the input is invalid, an error message with the actual reason will be returned
If the input is valid, the result will look like this:

In this case, the data will be in "dataResult" field in the same order requested in the query dimension and measurements attributes.

Compress the JSON query

The VAAC API only accepts GZip-compressed or Base64-encoded strings as input.

Find any website to compress the JSON blob using GZIP or Base64.

GZIP: (https://www.multiutil.com/text-to-gzip-compress/)
Base64: (https://www.multiutil.com/text-to-base64-converter/)

GZIP output should look like this:

H4sIAAAAAAAACq2SQWsCMRCF7/6KkLNC3EoPe9u6FISuFbW9lB4GM9TQbEaSCSLif+9mV4uCBwXnMkze5L0vkH1PCCFfjWX0QeZfaWxqf+xJLIGhIo12CjXKPM0o+2cLn2BjEjKVZQM1Gqjhhfy+QQ9Oy3x0PDz0H5HypK6nPJ9SUv9uV2RpanTBkLvxiUVkKpjRaXA80ejY8E7eg3/hUBqPKya/WyD41bpCXpP+tzvjrBBC9NjA8o2ks8VyuiQGWxkXGcNdkO3FMVg7puj4GtAMfLPa/Y2Tk/wI6IufhjHl0xa9eJmIEsMv06Y16cLlm6kNzzFEy3Pahi4kH6pUvcMfrAhUU3oCAAA=

Base64 output should look like this:

ew==
IkZpbHRlcnMiOls=
ew==
IkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw=
IlZhbHVlIjoiMjAyMi0wNC0wMSIs
Ik9wZXJhbmQiOjQ=
fSw=
ew==
IkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw=
IlZhbHVlIjoiMjAyMi0wNC0zMCIs
Ik9wZXJhbmQiOjY=
fQ==
XSw=
IkRpbWVuc2lvbnMiOls=
ew==
IkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50SWRlbnRpdHki
fSw=
ew==
IkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50RGlyZWN0b3J5U2VhcmNoTWV0aG9kIg==
fQ==
XSw=
Ik1lYXN1cmVtZW50cyI6Ww==
ew==
IkRhdGFNb2RlbE5hbWUiOiJQU1ROVG90YWxNaW51dGVzIg==
fSw=
ew==
IkRhdGFNb2RlbE5hbWUiOiJUb3RhbENhbGxDb3VudCI=
fQ==
XSw=
IlBhcmFtZXRlcnMiOns=
IlVzZXJBZ2VudCI6IlBvd2VyIEJJIERlc2t0b3Ai
fSw=
IkxpbWl0UmVzdWx0Um93c0NvdW50IjoxMDAwMDA=
fQ==

URL-Encode the compressed JSON query

The GZIP or Base64 compressed JSON query must be URL encoded.

GZIP URL encoded output will look like this:

H4sIAAAAAAAACq2SQWsCMRCF7%2F6KkLNC3EoPe9u6FISuFbW9lB4GM9TQbEaSCSLif%2B9mV4uCBwXnMkze5L0vkH1PCCFfjWX0QeZfaWxqf%2BxJLIGhIo12CjXKPM0o%2B2cLn2BjEjKVZQM1Gqjhhfy%2BQQ9Oy3x0PDz0H5HypK6nPJ9SUv9uV2RpanTBkLvxiUVkKpjRaXA80ejY8E7eg3%2FhUBqPKya%2FWyD41bpCXpP%2BtzvjrBBC9NjA8o2ks8VyuiQGWxkXGcNdkO3FMVg7puj4GtAMfLPa%2FY2Tk%2FwI6IufhjHl0xa9eJmIEsMv06Y16cLlm6kNzzFEy3Pahi4kH6pUvcMfrAhUU3oCAAA%3D

Base64 URL encoded output will look like this:

%0Aew%3D%3D%0AIkZpbHRlcnMiOls%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw%3D%0AIlZhbHVlIjoiMjAyMi0wNC0wMSIs%0AIk9wZXJhbmQiOjQ%3D%0AfSw%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJEYXRlIiw%3D%0AIlZhbHVlIjoiMjAyMi0wNC0zMCIs%0AIk9wZXJhbmQiOjY%3D%0AfQ%3D%3D%0AXSw%3D%0AIkRpbWVuc2lvbnMiOls%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50SWRlbnRpdHki%0AfSw%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJBdXRvQXR0ZW5kYW50RGlyZWN0b3J5U2VhcmNoTWV0aG9kIg%3D%3D%0AfQ%3D%3D%0AXSw%3D%0AIk1lYXN1cmVtZW50cyI6Ww%3D%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJQU1ROVG90YWxNaW51dGVzIg%3D%3D%0AfSw%3D%0Aew%3D%3D%0AIkRhdGFNb2RlbE5hbWUiOiJUb3RhbENhbGxDb3VudCI%3D%0AfQ%3D%3D%0AXSw%3D%0AIlBhcmFtZXRlcnMiOns%3D%0AIlVzZXJBZ2VudCI6IlBvd2VyIEJJIERlc2t0b3Ai%0AfSw%3D%0AIkxpbWl0UmVzdWx0Um93c0NvdW50IjoxMDAwMDA%3D%0AfQ%3D%3D

Version 3.x.x history

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	Filename	Description
3.0.7	February 16, 2023	Teams Auto Attendant & Call Queue Historical Reports V3.0.7	Corrected error on Agent Timeline when call minutes were greater than 9
3.0.6	February 14, 2023	Teams Auto Attendant & Call Queue Historical Reports V3.0.6	Corrected error, improved call classification and Agent timeline visuals
3.0.5	January 9, 2023	Teams Auto Attendant & Call Queue Historical Reports V3.0.5	Improved Call Overflow/Timeout Destinations and Agent timeline visuals
3.0.4	November 18, 2022	Teams Auto Attendant & Call Queue Historical Reports V3.0.4	Corrected error, improved call classification, added legend
3.0.3	November 8, 2022	Teams Auto Attendant & Call Queue Historical Reports V3.0.3	Corrected error, added documentation link, optimized queries
3.0.1	October 26, 2022	Teams Auto Attendant & Call Queue Historical Reports V3.0.1	Removed testing data source entry
3.0.0	October 25, 2022	Teams Auto Attendant & Call Queue Historical Reports V3.0.0	New backend data source

Auto attendant and call queue historical reports

V3.0.7 published on February 16, 2023

V3.x.x prerequisites

Power BI Desktop

Permissions to access the CQD pipeline

V3.x.x installation

Data latency for auto attendant and call queue analytics

Auto attendant and call queue historical reports definitions

Cloud Auto Attendant Analytics report

Report description

Report visual and field mapping

fAutoAttendant field description

Cloud Call Queue Analytics report

Report description

Report visual and field mapping

fCallQueueAnalytics field description

fCallQueueFinalStateAction field description

Cloud Call Queue Agent Timeline report

Report description

Report visual field mapping

fAgentTimelineAnalytics field description

Known issues

Customization

Change color schema

Dimensions and measurements

Common dimensions

Auto attendant dimensions

Call queue dimensions

Measurements

Constructing a valid query

Required fields

Accessing VAAC outside of Power BI

Preparation

Accessing VAAC using Postman

Reading the result

Compress the JSON query

URL-Encode the compressed JSON query

Version 3.x.x history

Feedback

Additional resources

Additional resources