What are the requirements?

You need to have Power BI Desktop installed. You can install it from the Microsoft Windows Store.

You can use the free version of Power BI Desktop. The minimum compatible version is 2.85.681.0 (September 2020).

Permissions to access the CQD pipeline

The account you use to view the AA & CQ Analytics historical report needs to have permissions to access the CQD data pipeline. Please refer to the CQD access role for more information.

Installation

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

Please perform these steps:

  • Download the CQD Teams Auto Attendant & Call Queue Historical Report Template and save it to a directory on your computer.

  • Double-click on the template and Power BI Desktop should launch.

  • You will be prompted to select the CQD data pipeline region. Select the region where your tenant is located.

    Screenshot of the Call quality dashboard button in Teams admin center

  • You can see the region using the Skype for Business Online PS cmdlet (Get-CsTenant).ServiceInstance output. The region will be displayed after the / like in this example:

    microsoftcommunicationsonline/noam-4a-s7 where the region is noam.

  • The report will launch with sample data.

  • To see your own data, please click Refresh in the Home tab under Queries in Power BI Desktop.

    Screenshot of the Call quality dashboard button in Teams admin center

  • You will then be prompted to sign in. Select Organization account and then select Sign in.

    Screenshot of the Call quality dashboard button in Teams admin center

  • Select Connect and watch the data refresh.

Data latency Any AA & CQ analytics

Data will be available in the CQD data pipeline within 30 minutes.

You will have to refresh the data to see the new analytics data.

Customization

You are able to customize certain visualization aspects of the reports, such as adding or removing fields to be shown in the various visualizations, changing chart type, etc.

You cannot add additional data fields other than the ones provided in the report.

Change color schema

The following steps assume you have already completed the Installation steps.

Please perform these steps:

  • Select View tab on the ribbon.

    Screenshot of the Call quality dashboard button in Teams admin center

  • Select the color schema from the drop-down list.

    Screenshot of the Call quality dashboard button in Teams admin center

CQD fields description

Name Data Type Description
Auto Attendant Identity string Name of resource account attached to AA
Example: aa_test@microsoft.com
Auto Attendant Chain Start Time datetime AA chain start time
Auto Attendant Directory Search Method string Last Address book search method
Auto Attendant Transfer Action string Call transfer target type
Possible values:
§ unknown - entity type was not specified
§ user - user entity
§ orgaa - Organizational Auto Attendant entity
§ hunt_group - Call Queue entity
§ application - voice application entity
§ external_pstn - external PSTN entity
§ shared_voicemail - shared voicemail entity
Auto Attendant Call Result string Call result:
§ unknown
§ transferred_to_user
§ transferred_to_operator
§ failover_to_operator
§ user_terminated
§ service_declined
§ service_terminated
§ failed_to_establish_media
§ terminated_no_operator
§ terminated_transfer_failed
§ terminated_automatic_selection
§ transferred_to_shared_voicemail
§ oaa_chain_too_long
§ oaa_session_too_long
Auto Attendant Call Flow string Encapsulates the different states of Auto Attendant Call
§ abs_search
§ call_termination
§ call_transfer
§ main_menu
§ user_selection
§ speech_input_confirmation
§ first_level_menu
§ automatic_menu
§ announcement
Is Auto Attendant Involved Boolean Indicated if AA involved into the call
Auto Attendant Caller Action Count int Count of used action by caller
Auto Attendant Chain Duration Seconds int Duration of call in AA
Call Queue Call Result String Call queue call final state
possible values:
§ error
§ declined
§ overflown
§ failed
§ timed_out
§ transferred_to_agent
§ agent_joined_conference
Call Queue Final State Action String Call queue final action
possible values:
§ forward
§ disconnect
§ voicemail
§ disconnect_with_busy
§ shared_voicemail
§ failed_to_accept_call
§ other
Call Queue Identity String Name of resource account attached to CQ
Example: aa_test@microsoft.com
Call Queue Is Conference Mode Boolean Set to 1 if conference mode enabled on CQ
Call Queue Target Type String Expected call redirection target type
Transferred From Call Queue Identity Boolean Name of resource account attached to CQ from which this call was transferred
Example: aa_test@microsoft.com
Call Queue Agent Opt In Count int Count of agents available to this queue at the moment of call
Call Queue Agent Count int Count of agents assigned to this queue at the moment of call
Is Call Queue Involved Boolean If call queue is involved into to this call equal 1

PowerBI data model dimensions

Name Data Type Description
AA Name string Auto Attendant Id (resource account Id)
AACallFlow string Encapsulates the different states of Auto Attendant Call
§ abs_search
§ call_termination
§ call_transfer
§ main_menu
§ user_selection
§ speech_input_confirmation
§ first_level_menu
§ automatic_menu
announcement
AACallResult string Result of Auto Attendant Call:
§ unknown
§ transferred_to_user
§ transferred_to_operator
§ failover_to_operator
§ user_terminated
§ service_declined – error of AA configuration
§ service_terminated – internal AA errors
§ failed_to_establish_media
 terminated_no_operator
§ terminated_transfer_failed
§ terminated_automatic_selection
§ transferred_to_shared_voicemail
§ oaa_chain_too_long
§ oaa_session_too_long
AAChainDuration string Duration of Auto Attendant call in seconds
AACount string # of Auto Attendant involve in call
AADirectorySearchMethod string Search method used in call:
§ abs_search_dtmf
§ abs_search_extension
§ abs_search_name
AAStartTime string Call time in UTC
AATransferAction string Receiver of call:
§ unknown - entity type was not specified
§ user - user entity
§ AA - Organizational Auto Attendant entity
§ CQ - Call Queue entity
§ application - voice application entity
§ external_pstn - external PSTN entity
§ shared_voicemail - shared voicemail entity
PSTNMinutes int Total minute usage
Call Queue Call Result string Call queue call final state
possible values:
§ error
§ declined
§ overflown
§ failed
 timed_out
§ transferred_to_agent
§ agent_joined_conference
Call Queue Identity string Name of resource account attached to CQ
Call Queue Target Type string Expected call redirection target type:
§ User
§ Application Endpoint
§ Other
Call Queue Call Result string Call queue call final state
possible values:
§ error
§ declined
§ overflown
§ failed
 timed_out
§ transferred_to_agent
agent_joined_conference
Call Queue Final State Action string Call queue final action
possible values:
§ forward
§ disconnect
§ voicemail
§ disconnect_with_busy
§ shared_voicemail
§ failed_to_accept_call
§ other
Agent Name string User UPN

Measures

Name Type Description
AACallerActionCount int # of action selected by user in AA during the call
PSTNMinutes int Total minute usage
TotalCallCount int # of calls
Average Call Duration( Seconds) int Total duration of call queue calls in seconds

Power BI graph description Auto Attendant

Name Description
Incoming call source Distribution of call by Internal/ External call source
Directory search method totals Distribution of call by search type
Caller action Distribution of call by call receiver
Call result Distribution of call by final call state
Caller action count Distribution of call by number action used during the call

Call Queue

Name Description
Incoming call source Distribution of call by Internal/ External call source
Call volume Distribution of call by call queues
Caller result Distribution of call by call result
Timeout/Overflow call total action Distribution of NOT forwarded(abandoned) call by call result
Transfer/Forward target totals Distribution of call forwarded by call result
Abandoned calls ratio Ratio of successful to abandoned call count
Average session length (seconds) Call length in seconds grouped by abandoned/successful calls

Agent timeline

Name Description
# calls by agent Distribution of call by call queue and agent
Total call duration (seconds) by agent and Call Queue Total duration (seconds) of call by agent and call queue
Average call duration (seconds) by agent name Average duration (seconds) of call by agent

Known Issues

  • Currently, Call Queue and auto attendant show resource accounts Id instead of Call Queue/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.

  • Currently, only 28 days of history is available in the dashboard as Call Queue/auto attendant data is considered end user identifiable information and is subject to data privacy retention policies.