Landis Contact Center for Microsoft Teams
  • About
  • Getting Started
  • Setup
    • Organization Settings
    • Set Up Users
    • Set Up Queue
      • Calling Queue
      • Chat Queue
        • Web Chat
    • Set Up IVR
    • Set Up Queue or IVR Resource Account
      • Option 1: Teams Admin Center
      • Option 2: Contact Center (Preview)
    • Set Up Policy Call Recording
    • Set Up Sentiment Analysis
    • Set Up Business Hours Sets
    • Set Up Holiday Hours Sets
    • Set Up Organization Units
    • Set Up Wall boards
    • Set Up Wrap-Up Question Set
    • Set Up Scheduled Reports
    • Set Up Auto Attendant [Teams]
    • Install Teams App
    • Failover Options
  • Daily Usage
    • Agent
      • My Settings
      • Agent Panel
      • Transferring Calls
    • Supervisor / Manager
      • Monitor Live Calls
        • Call Barge
        • Pick Call
        • Listen In
        • Whisper In
      • Listen to Recordings
      • Manage Agent Status
      • Manage Agent Queue Sign-ins
  • Analytics & Reports
    • Home
    • Dashboard
    • Live Calls
    • Queue Status
    • Agent Status
    • Wallboards
    • Queue Summary
    • Agent Summary
    • IVR Summary
    • Queue Details
    • Agent Details
    • IVR Details
    • Recordings
    • Abandoned Calls
    • Queue Calls by Hour
    • Agent Timeline
    • Wrap Up Answers
    • Callback Requests
    • Data Collection Records
    • Call Details
  • Administration
    • Call Settings Policies
    • Data Access Policies
    • Data Collection
    • Direct Call Records Groups
    • Organization Units
    • Queue and IVR Access Control
    • Roles
    • Settings
    • Users
    • Webhooks
  • Maintenance
    • Delete Stuck Live Calls
    • Retrieve Stuck Live Calls
    • Delete Stuck Agent Panel Calls
    • Diagnostics
    • Audit Logs
  • Appendix
    • Agent Status Profiles
    • App Service Information
    • Audio Prompts
      • Audio Files
    • Call Popup
    • Call Loop Detection
    • Create Resource Account Using PowerShell
    • Event Webhook
    • External Recording/audio prompt Storage
    • Feature States
    • Hang Up
    • Integration Permissions
    • IVR Data Dip Power Automate Flow Configuration
    • JSON IVR Design (deprecated)
    • Languages
    • Microsoft Azure Cognitive Services
    • Presence API Service Account
    • Queue Alerting Type
    • Queue Call Back
    • Queue Priority
    • Queue Routing Type
    • Remove Contact Center
    • Report Options
      • Search
      • Date Range Selector
      • Export to Excel
      • Add Filters
      • Edit Columns
    • Skills Based Routing
      • Skill Category
      • User Skills
      • Queue Skills
    • Skype for Business Hybrid
    • Teams API Service Account
    • Teams Presence Based Routing
    • Terms and Conditions
    • Timezone Reference
    • Transfer to PSTN
    • Trial Expiration
  • Definitions
    • [Contact Center] Service
    • [Contact Center] Organization
  • Service Health
    • Current Incidents
    • Incident Reports
  • What's new in Contact Center
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  1. Analytics & Reports

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Last updated 10 months ago

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The reports below can be filtered by selecting date/time range and/or by organization units. These controls are located on the top right corner

Column
Description

Queue Calls Chart

This chart shows the total number of calls for your queues. This does not include direct calls. This chart can be helpful for seeing which queues are receiving the most or least calls. The number of calls will vary depending on the filter you have selected in the upper right corner of the screen.

In Out Chart

This chart represents the total number of inbound and outbound calls by your organization. If you have recording enabled, all calls are being tracked including direct inbound/outbound calls and inbound queue calls. The number of calls will vary depending on the filter you have selected in the upper right corner of the screen.

Leaderboard

This chart represents the agent with the largest call count (Total Inbound Direct Calls + Total Answered Calls). The Average Handle Time is also displayed here. This can be helpful with getting an idea of which team member is fielding the most calls and finding their average handle time. The statistics will vary depending on the filter you have selected in the upper right corner of the screen.

Call By Day Chart

This chart represents the total number of calls in a day-by-day format. This gives you a snapshot of call volume in a given period. The statistics will vary depending on the filter you have selected in the upper right corner of the screen.

If no data or not all data is shown on the charts, review the user's data access policies. See

Organization Units