Insights Teams PowerPack: A Comprehensive Guide
Teams PowerPack is a powerful tool that offers deep insights into user behavior, Auto Attendants, Call Queues, Voice Call flows, and more within your Microsoft Teams Voice environment. To provide these insights, PowerPack connects directly to your Microsoft infrastructure using various APIs.
While PowerPack checks for new data every 4 hours, the timeliness of the insights can be influenced by how frequently Microsoft's APIs update and share information. This means that there may be a delay of up to 28 hours in reflecting the most current data.
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Understanding Call Reports
- Outbound Calls and Calling Plans: Currently, outbound calls made using Microsoft Calling Plans are not yet supported within PowerPack. We're actively collaborating with Microsoft to integrate this feature in the near future.
Agent Visibility in Call Routing
- Attendant Mode and Agent Display: If your Call Queue utilizes Attendant mode for routing, the "Calls" report in PowerPack will only show the final agent who interacted with the call under the "User" column.
Understanding Missed Calls
- Empty User Column for Missed Calls: The "User" column typically remains blank for missed calls in the report. This is because the call wasn't assigned to any specific agent. However, you can still utilize the Call X-Ray feature to visualize all the agents the call attempted to reach.
Call Counts in Dashboards
- Answered/Missed Call Counts: The counts displayed for Answered or Missed Calls in the Home screen Agents dashboard might not match with the results in the Calls report at first sight. These counts consider every time an agent answers a call, and every time a call rings on an agent but goes unanswered. This means the same call ringing on the same agent multiple times might be reflected in the count. Similarly, an Answered call transferred to another agent might show as two Answered calls for the same interaction.
Data Population Timeline
- New Information and Reporting: While PowerPack checks for new data every 4 hours, it depends on Microsoft APIs, which may take up to 28 hours to make fresh data available to PowerPack. So, you might not see calls reflected in reports immediately. They'll gradually populate throughout the current day and the next.
FAQs
Where can I find outgoing calls in the Teams PowerPack report?
For Direct Routing setup, Outbound calls will be found in the Calls report as expected. However, for Calling Plans, you'll find them in the CDR tool (https://portal.blueskyuc.net/CDR) due to different endpoints used when routing calls through Microsoft Calling Plans.
If the Call Queue (CQ) is using Attendant mode as the call routing method, does Teams PowerPack display all the agents that received the call notification?
The "Calls" report in PowerPack will only show the last Agent that was involved in the call for 5 or more seconds under the "User" column.
For Missed Calls, the User column will typically be empty since it wasn't assigned to any Agent. However, you can use the Call X-Ray to visualize the list of steps, including all the Agents that the call rang on.
For Answered or Missed Calls in Dashboards on the Home screen, the count for each user is based on every time they Answered a call (that lasts more than 5 seconds) and every time a call rang to them but wasn't answered.
Why can't I see all calls from today?
There's a delay in updating PowerPack reports due to a limitation in the data refresh process from the source. It can take up to 38 hours to fully populate new information. Consequently, calls may not appear immediately but will gradually show up throughout the day.
Our jobs start collecting calls at 9:30 AM (CST) and are executed every six hours thereafter.
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