Get real-time and historical analytics in the Queues app

Overview

The Queues app provides analytics that help supervisors and queue owners understand how calls move through auto attendants, call queues, and queue members (agents). These analytics are designed to monitor call handling and spot trends over time.

Screenshot showing the Queues app analytics dashboard with the Historical tab open.

If authorized by your IT admin, you can see real-time and historical metrics. What you see depends on your admin settings and your permissions. Analytics are available in two views:

Real-time analytics, which reflect current call activity.
Historical analytics, which summarize activity over a selected time range.

The metrics you see depend on your permissions and the queues or auto attendants you have access to. Some metrics are available only at specific levels, such as per queue or per agent.

Note: Real-time analytics are reported in your device's local time, and historical analytics are reported in UTC time zone (Coordinated Universal Time).

Access analytics

You can open analytics in two ways:

Option 1: Select a queue. You will see a quick overview at the top of Quick access on the left side of Teams.

Option 2: Open the full analytics dashboard:

In the Queues app, select Analytics.
Select Real-time or Historical.
If you selected Historical, choose a date range, and then select Apply.
Use the dropdown lists to pick the queue, auto attendant, or agent you want to review.

Call queue metrics

Call queue metrics focus on how calls are handled once they enter a queue. These metrics help you understand caller experience, queue behavior, and how effectively calls are answered.

Real-time call queue metrics

Real-time call queue metrics show what is happening in a queue right now. For example, you can see how many calls are waiting and how long people have been waiting. Real-time metrics show only today, starting at 12:00 AM local time.

Metric	Definition
Average call answering time	The average time it takes for calls to be answered after entering the queue.
Number of waiting calls	The number of calls currently waiting in the queue.
Longest call waiting time	The longest amount of time any current caller has been waiting in the queue.
Total offered calls	The total number of calls offered to the queue.
Total answered calls	The total number of calls answered from the queue.
Total timed out calls	The total number of calls that timed out before being answered.
Total overflowed calls	The total number of calls that overflowed to another destination.
Accepted calls with no-member treatment	The number of accepted calls that received the no-member treatment.
Total abandoned calls	The total number of callers who left the queue before being answered.
Abandoned percentage	The percentage of offered calls that were abandoned.
Presented but not answered calls	The total number of calls presented to the queue but not answered.

Historical call queue metrics

Historical call queue metrics summarize how a queue performed over time. These metrics help identify trends, recurring issues, and changes in call behavior. Historical analytics are shown in UTC time zone.

Metric	Definition
Total call volume	The total number of calls received by the queue during the selected period.
Average wait time before answered	The average time callers waited before their call was answered.
Average wait time before abandoned	The average time callers waited before abandoning the call.
Call results	A breakdown of call outcomes, such as answered or abandoned.
Exception handling	Information about calls that followed exception paths or behaviors.
Abandoned calls over days	Trends showing how abandoned calls change over time.
Call volume and opt-in agents	Call volume correlated with the number of agents opted in to the queue.

Call queue member (agent) metrics

Agent metrics focus on how individual agents handle calls in a queue. These metrics help you understand agent participation, availability, and call handling.

Real-time call queue member metrics

Real-time queue member metrics show what each agent is doing right now. For example, you can see whether an agent is available and how calls are being offered. Real-time metrics show only today, starting at 12:00 AM local time.

Metric	Definition
Total calls presented	The total number of calls presented to a specific agent.
Total calls resolved	The total number of calls answered by the agent.
Call resolution rate	The percentage of calls presented to the agent that the agent answered.
Member presence status	The current presence state of the agent.
Member opt-in status	Whether the agent is currently opted in to receive calls.

Historical call queue member metrics

Historical queue member metrics summarize how agents handled calls over time. These metrics help evaluate workload, call duration, and participation. Historical analytics are shown in UTC time zone.

Metric	Definition
Calls answered by agents/call queue	The number of calls answered by agents within the queue.
Agent details	Information about individual agents included in the analytics.
Calls answered	The total number of calls answered by the agent.
Total call duration	The total amount of time the agent spent on answered calls.
Average answered call duration	The average duration of calls answered by the agent.

Auto attendant metrics

Auto attendant metrics focus on how callers interact with auto attendants before reaching a queue or other destination. These metrics help you understand caller behavior and call routing patterns.

Real-time auto attendant metrics

Real-time auto attendant metrics show what callers are doing right now. For example, you can see transfers, key selections, and time spent in the auto attendant. Real-time metrics show only today, starting at 12:00 AM local time.

Metric	Definition
Total calls presented	The total number of calls presented to the auto attendant.
Total calls abandoned	The total number of calls abandoned while in the auto attendant.
Internal and external calls	The total number of internal versus external calls.
Caller-initiated transfers	Transfers initiated by callers to voice apps, operators, users, PSTN numbers, or voicemail.
Key option selections	The number of times each key option (0–9, *, #) was selected.
System-initiated transfers	Transfers initiated by the system to voice apps, operators, users, PSTN numbers, or voicemail.
System-initiated disconnects	The total number of calls disconnected by the system.
Average time in auto attendant	The average amount of time callers spent in the auto attendant.
Average caller actions	The average number of actions taken by callers while in the auto attendant.

Historical auto attendant metrics

Historical auto attendant metrics summarize how the auto attendant handled calls over time. These metrics help evaluate call volume, call actions, and call results. Historical analytics are shown in UTC time zone.

Metric	Definition
Total call volume	The total number of calls handled by the auto attendant.
Average caller action count	The average number of actions taken by callers.
Average time in auto attendant	The average amount of time callers spent in the auto attendant.
Directory search method	The method callers used to search the directory.
Caller action count	The total number of caller actions taken.
Call results	A breakdown of call outcomes after passing through the auto attendant.