The Ultimate Guide to Microsoft Teams Call Reporting
If you’re using Microsoft Teams for voice, your reporting capabilities are somewhat restricted.
You might think that’s a one-sided observation, but it’s widely agreed upon in the Microsoft community.
“Customers coming from traditional phone systems are used to having detailed reporting at their fingertips. Teams provides a good level of reporting in the Teams Admin Center and Call Quality Dashboard. However, for some customers, these may lack the in-depth detail, frequency, and historic retention those customers need.” Mark Vale, Microsoft MVP and Founder of Commsverse, the Microsoft Teams conference.
Sure, you can get basic reports on call queues and auto attendants. And you’re probably familiar with the PSTN usage part of the Teams Admin Center.
Considering these reports come as part of the price of your calling plan license (Microsoft Calling Plan, Direct Routing, Operator Connect), it’s hard to argue with the value you’re getting here.
But that begs the question…could you be getting more value through more in-depth analytics?
When making a business case for telephony analytics, there is a clear pattern. The more detail you get about your users, calls, and customers, the more empowered you are to make business-critical, revenue-generating, or cost-saving decisions.
With the stock reports provided by Microsoft, you can only do so much.
When you enable PSTN calling in Teams, you get the following reports:
