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
    • Reroute on No Answer (RONA)
    • 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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On this page
  • Queue Overview
  • Agents Tab
  • Calls Tab
  • Links Tab

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  1. Analytics & Reports

Queue Status

Last updated 29 days ago

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Navigate to Live Status | Queue Status

For report options (e.g., edit columns), See

Queue Overview

Displays total calls in queue, live calls, and signed in agents.

Column
Description
Real Time or Load Time

Queued

Total calls waiting in queue.

Real time

Live

Total calls connected to agents

Real time

Agents

Number (large) of agents currently signed into queue. Number (small) of agents assigned to queue.

Real time

Agents Tab

Displays agent details from the selected queue.

Hover over a user's avatar to view more information about the user, change their agent status, and access links to Agent Summary, Agent Details, and Agent Timeline.

Column
Description
Real Time or Load Time

Agent

Display Name of Agent

Load Time

Agent Status

Current agent status

Real Time

Client Connected

Displays if an agent has the agent panel open

Real Time

Status Changed

Time when agent last changed their agent status

Real Time

Signed In

Displays if an agent is signed in or out of the queue. Admin/manager can use this control to sign agent into or out of the queue.

Real Time

Calls Tab

Displays call details from the selected queue.

Column
Description
Real time or Load time

State

Displays current status of call.

Real time

Direction

Direction of call (Inbound/Outbound).

Real time

Start

Start date/time of call.

Real time

Caller Name

Name of caller

Real time

Caller Number

Number of caller

Real time

Status

Displays current status of call. (only if queue call)

Real time

Agent

Name of agent that is either being alerted or is connected to caller.

Real time

Queue/Team

Name of Queue (If applicable)

Real time

Length

Total length of call

Real time

Wait Time

Total wait time in queue

Real time

Average Sentiment

N/A

N/A

Call Type

Displays if the call is a direct or queue call.

Real time

OU

Displays the organization unit where the call detail record is stored.

Real time

OU Path

Displays the organization unit path where the call detail record is stored.

Real time

Scenario Id

Microsoft Graph call identifier

Real time

Links Tab

Links to drill down into detail reports for the selected queue.

Report Options