How to analyze incoming calls in Teams with CQD

Définition

Microsoft’s Teams Call Quality Dashboard (CQD) is a powerful tool designed to help administrators monitor and improve the quality of phone calls within their organization. The Power BI template allows you to generate historical reports on the number of calls handled by auto attendants, call queues and agent performance.

Prerequisites

Power BI Desktop

• Power BI Desktop must be installed.

Administrator role

• An account with the Global Administrator, Teams Administrator, or Teams Communications Administrator role to retrieve data.

Step 1 : Download the CQD templates for Power BI

Download the CQD templates via https://www.microsoft.com/download/details.aspx?id=104623.

Step 2 : Retrieve data

Open the downloaded .pbit file by double-clicking it. Power BI should launch.

Click professional Account.

Enter your Microsoft 365 administrator account, then click Sign In.

Step 3 : Access the data

Auto Attendant

The report presents the analysis of incoming calls to auto attendants. You can filter which auto attendant resource account you want to retrieve the data on.

Call Queue

The report presents the analysis of incoming calls to call queues. You can filter which call queue resource account you want to retrieve the data on.

Agent Timeline

The report presents a time-series analysis of call handling by agents in call queues. You can filter the data by which agent and call queue resource account you want to view.

Conclusion

You now know how to retrieve and analyze incoming calls in Teams via CQD models for Power BI.

Sources

Microsoft Learn - Teams history reports

Microsoft Store - Power BI Desktop

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