Reporting - Voice applications historical reports

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

In addition, when hovering over a call in table at the bottom of the report, the option for drill-through will appear. Selecting this will show the Cloud Teams Phone Agent Usage Details report for that call.

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

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

The Cloud Agent Timeline Analytics report shows a timeline view of representatives (agents) being active in Call Queue calls.

The Cloud Call Flow Details report shows each leg of the call as it moves through voice applications to a representative.

Perform the following steps:

1. Download and save the Teams Voice Applications Historical Reports V3.3.2.pbit file on your computer.

2. Open the Teams Voice Applications Historical Reports V3.3.2.pbit template file. Power BI Desktop should launch.

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.

   Per Day vs Per Call

   • Per Call reporting retrieves the individual call records for each Teams Phone Agent, Auto Attendant, Call Queue, and Representative (Agent) the user is authorized for. 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 Representative (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 Defense (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 user or Teams admin 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 window might also appear:

   

   Enable the Ignore Privacy Levels checkbox. All the data is coming from the historical report database. No undesirable data transfer is taking place.

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 Defense (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.

Teams Phone Agent Analytics Notes

1. The report is only available in Per-Call mode. ↩

2. Admins without a voice applications policy or 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 username.
• Nested Teams Phone Agents or Auto attendants that receive calls through a Voice App transfer report those calls under the Teams Phone Agent or Auto Attendant GUID.
• To see the calls for a specific Teams Phone Agent, select the resource accounts assigned to that Teams Phone Agent.
• Resource accounts are shown by their username.
  • For example: If the full Resource Account name is tpa_test@microsoft.com, then this value is: tpa_test.

3. Admins with a voice applications policy where the auto attendant historical reporting permissions are set to All or Authorized users: ↩

• Reporting is by Teams Phone Agent name.

4. This report is not currently available for Queues App users.

Teams Phone Agent Analytics Known issues

No known issues.

Teams Phone Agent Usage Details Notes

1. Admins without a voice applications policy or 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 username.
• Nested Teams Phone Agents or Auto attendants that receive calls through a Voice App transfer report those calls under the Teams Phone Agent or Auto Attendant GUID.
• To see the calls for a specific Teams Phone Agent, select the resource accounts assigned to that Teams Phone Agent.
• Resource accounts are shown by their username.
  • For example: If the full Resource Account name is tpa_test@microsoft.com, then this value is: tpa_test.

2. Admins with a voice applications policy where the auto attendant historical reporting permissions are set to All or Authorized users: ↩

• Reporting is by Teams Phone Agent name.

3. This report is not currently available for Queues App users.

Teams Phone Agent Usage Details Known issues

No known issues.

Auto Attendant Analytics Notes

1. 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.
• Resource accounts are shown by their username.
  • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

2. Admins with a voice applications policy where the Auto attendant historical reporting permissions are set to All or Authorized users: ↩

• Reporting is by Auto Attendant name.

3. Queues App users:

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

Auto Attendant Analytics Known issues

No known issues.

Call Queue Analytics Notes

1. 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.
• Resource accounts are shown by their username.
  • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

2. Admins with a voice applications policy where the Call queue historical reporting permissions are set to All or Authorized users: ↩

• Reporting is by Call queue name.

3. Queues App users:

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

Call Queue Analytics Known issues

No known issues.

Agent Timeline Analytics Notes

1. 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.
• Resource accounts are shown by their username.
  • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

2. Admins with a voice applications policy where the Call queue historical reporting permissions are set to All or Authorized users: ↩

• Reporting is by Call queue name.

3. Queues App users:

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

Agent Timeline Analytics Known issues

1. The agent's UPN name instead of their name is shown. ↩

2. If a representative (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.

3. Callback calls handled by representatives (agents) aren't tracked, so the Call Queue report and Agent Timeline report show different numbers of answered calls.

Call Flow Details Notes

1. The report is only available in Per-Call mode. ↩

2. 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.
• Resource accounts are shown by their username.
  • For example: If the full Resource Account name is aa_test@microsoft.com, then this value is: aa_test.

3. Admins with a voice applications policy where the Call queue historical reporting permissions are set to All or Authorized users: ↩

• Reporting is by Call queue name.

4. This report is not currently available for Queues App users.

Cloud Call Flow Details Known issues

No known issues.

These instructions assume that you have the AA/CQ Historical Reports templates installed and working on your desktop.

Register an Entra ID application

In the Azure portal:

1. Go to Microsoft Entra ID > App registrations.
2. Select New registration.
3. Copy the following values:
   • Tenant ID
   • Client ID
4. Create a client secret.
   • Make sure to copy this client secret immediately after creating it, as there's no way to retrieve it once you leave the creation page.
5. Grant Microsoft Graph permissions such as:
   • User.Read.All
   • Group.Read.All
6. Grant admin consent.

Set up the Power BI report

1. Open the reports.
2. Select Transform data.
3. Under Queries:
   • Select TenantID and paste in the value from step 3 above.
   • Select ClientID and paste in the value from step 3 above.
   • Select ClientSecret and paste in the value from step 4 above.
4. Select TeamsUsers.
5. Select Advanced Editor.
6. Delete all the text that shows.
7. Copy the text below.
8. Paste it into the Power BI editor.

let
    TeamsUserInvalidConfig = if Text.Length(TenantID) = 0 or Text.Length(ClientID) = 0 or Text.Length(ClientSecret) = 0 then true else false,

    GetAllPagesURL = if #"Tenant Location" = "Department of Defence (DoD)" then
                "https://dod-graph.microsoft.us/v1.0/users?$select=displayName,userPrincipalName,id"
            else if #"Tenant Location" = "Government Community Cloud High (GCCH)" then
                "https://graph.microsoft.us/v1.0/users?$select=displayName,userPrincipalName,id"
            else  // Public Cloud
                "https://graph.microsoft.com/v1.0/users?$select=displayName,userPrincipalName,id",
    
    TokenResponse = if TeamsUserInvalidConfig then
            null
        else
            if #"Tenant Location" = "Department of Defence (DoD)" then
                Json.Document(
                    Web.Contents(
                        "https://login.microsoftonline.us",
                        [
                            RelativePath = TenantID & "/oauth2/v2.0/token",
                            Headers = [
                                #"Content-Type" = "application/x-www-form-urlencoded"
                            ],
                            Content =
                                Text.ToBinary(
                                    Uri.BuildQueryString([
                                        client_id = ClientID,
                                        scope = "https://graph.microsoft.com/.default",
                                        client_secret = ClientSecret,
                                        grant_type = "client_credentials"
                                    ])
                                )
                        ]
                    )
                )
            else if #"Tenant Location" = "Government Community Cloud High (GCCH)" then
                 Json.Document(
                    Web.Contents(
                        "https://login.microsoftonline.us",
                        [
                            RelativePath = TenantID & "/oauth2/v2.0/token",
                            Headers = [
                                #"Content-Type" = "application/x-www-form-urlencoded"
                            ],
                            Content =
                                Text.ToBinary(
                                    Uri.BuildQueryString([
                                        client_id = ClientID,
                                        scope = "https://graph.microsoft.com/.default",
                                        client_secret = ClientSecret,
                                        grant_type = "client_credentials"
                                    ])
                                )
                        ]
                    )
                )
            else // Public Cloud
                Json.Document(
                    Web.Contents(
                        "https://login.microsoftonline.com",
                        [
                            RelativePath = TenantID & "/oauth2/v2.0/token",
                            Headers = [
                                #"Content-Type" = "application/x-www-form-urlencoded"
                            ],
                            Content =
                                Text.ToBinary(
                                    Uri.BuildQueryString([
                                        client_id = ClientID,
                                        scope = "https://graph.microsoft.com/.default",
                                        client_secret = ClientSecret,
                                        grant_type = "client_credentials"
                                    ])
                                )
                        ]
                    )
                ),

    AccessToken = if TeamsUserInvalidConfig then
            null
        else
            TokenResponse[access_token],

    GetPage = if TeamsUserInvalidConfig then
            null
        else
            (url as text) =>
            let
                Source = Json.Document(
                    Web.Contents(
                        url,
                        [
                            Headers = [
                                Authorization = "Bearer " & AccessToken
                            ]
                        ]
                    )
                )
            in
                Source,

    GetAllPages = if TeamsUserInvalidConfig then
            null
        else
            (url as text) =>
            let
                Pages =
                    List.Generate(
                        () => GetPage(url),
                        each _ <> null,
                        each
                            if Record.HasFields(_, "@odata.nextLink")
                            then GetPage(_[#"@odata.nextLink"])
                            else null,
                        each _[value]
                    ),

                Combined = List.Combine(Pages)
            in
                Combined,

    Result = if TeamsUserInvalidConfig then
            Table.FromRows(
                {
                    { "", "", "" }
                },
                { "displayName", "userPrincipalName", "id"}
            )
        else
            GetAllPages(GetAllPagesURL),

    UsersTable = if TeamsUserInvalidConfig then
            Result
        else
            Table.FromRecords(Result),

    // converting to lower case as AgentTimeline is all lower case
    LowerCaseColumn = Table.TransformColumns(
        UsersTable,
        {{"userPrincipalName", Text.Lower, type text}}
    )

in
    LowerCaseColumn

Supported locales

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 dropdown.

       Note

       The list of languages shown here might 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 might be different than the language selected for the report.

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

8. The following customer provided information isn't localized:

   • Resource account names
   • Teams Phone Agent, Auto Attendant, and Call Queue names
   • Teams Phone Agent Analytics -> Categories
     • These come from the Voice Commands configuration
   • Teams Phone Agent Usage Details
     • Voice
     • Schedule
     • Menu Option and Menu Option Description
       • These comes from the Voice Commmand and Description configuration

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

The 16 base color settings are:

Report titles

• Teams Phone Agent

  

• Teams Phone Agent Usage Details

  

• Auto Attendant

  

• Call Queue

  

• Agent Timeline

  

• Call Flow Details

  

  Variable Name	HEX color Code
  _titleBackgroundPublicCloud	_navy
  _titleBackgroundGCCH	_blue
  _titleBackgroundDoD	_purple
  _titleText	_white
  _titleIcon	_white

Report slicers

• Date

  

  Variable Name	HEX color Code
  _slicerDate	#8661C5

• Time

  

  Variable Name	HEX color Code
  _slicerTime	#006CF0

• Agent username

  

  Variable Name	HEX color Code
  _slicerAgent	#006CF0

Messages box

Quick stats

• Teams Phone Agent

  

• Auto Attendant

  

• Call Queue

  

• Agent Timeline

  

  Variable Name	HEX color Code
  _qsBackground	_white
  _qsBorder	_black
  _qsTitle	_black
  _qsMetricBackground	_white
  _qsMetric	_black
  _qsMetricTitle	_black
  _qsInfoBackground	_white
  _qsInfoBorder	_gray
  _qsInfoTitle	_gray

Bar chart visuals

• Teams Phone Agent

  

• Auto Attendant

  

• Call Queue

  

  Variable Name	HEX color Code
  _barChartText	_black
  _barChartBars	"#E9DEFB"
  _barChartsDataLabels	_black
  _barChartTitle	_black
  _barChartBackground	_white
  _barChartBorder	_black

Line cluster visuals

• Call Queue

  

  Variable Name	HEX color Code
  _lineClusterText	_barChartText
  _lineClusterLegendText	_lineClusterText
  _lineClusterDataLabels	_barChartsDataLabels
  _lineClusterTitle	_barChartTitle
  _lineClusterBackground	_barChartBackground
  _lineClusterBorder	_barChartBorder

Stacked column visuals

• Agent Timeline

  

  Variable Name	HEX color Code
  _stackedColumnText	_barChartText
  _stackedColumnBars	_barChartBars
  _stackedColumnDataLabels	_barChartsDataLabels
  _stackedColumnTitle	_barChartTitle
  _stackedColumnBackground	_barChartBackground
  _stackedColumnBorder	_barChartBorder