Microsoft Teams widgets – Call attempts in Queues

Definition

This widget allows analysis of how many agents were attempted before the final outcome of the segment. The value can range from 0 upwards:

A value of 0 means no agents were offered the call. This could mean no agent was logged into the queue or all agents were busy.
Any other value indicates how many times the call was offered to agents before someone answered it (or it went off to voicemail or overflow).

This widget is not applicable to Call Queues configured in BROADCAST or ATTENDANT ROUTING mode, as in this case, the value will always be 1, since all agents are contacted simultaneously.

Output list

Call Start
Queue Start
Caller Display Name
Queue Display Name
Agent Display Name
Queue Outcome
Queue Agent Attempts Count
Agent Duration
Queue Duration
Is Answered
Is Voicemail
Is Overflow In
Is Overflow Out

Sample output

Widget definition

{"ViewGuid":"4c6f6b87-c57e-4cb8-8032-c70964269cb8","Definition":{"ColumnAggregates":[{"Alias":"map_CallStart_59271b59c597872b","Label":"Call Start","ColumnId":"map_CallStart","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"map_SessionStart_70b7a51d07a93063","Label":"Queue Start","ColumnId":"map_SessionStart","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callerName_DisplayName_ad4ce00efef97cf8","Label":"Caller Display Name","ColumnId":"callerName_DisplayName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueueName_DisplayName_2a04545731e351b3","Label":"Queue Display Name","ColumnId":"callQueueName_DisplayName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueueAgentName_DisplayName_11cd02daba25a6ad","Label":"Agent Display Name","ColumnId":"callQueueAgentName_DisplayName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"queueOutcome_QueueOutcomeName_e3e76c5860771bcb","Label":"Queue Outcome","ColumnId":"queueOutcome_QueueOutcomeName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_CallQueueAgentCount_4cece77f0d749ffe","Label":"Queue Agent Attempts Count","ColumnId":"callQueue_CallQueueAgentCount","AggregateType":"Value","IsAggregate":false,"Type":-1},{"Alias":"callQueue_AgentDurationMilliseconds_b440bb9a75a4da12","Label":"Agent Duration","ColumnId":"callQueue_AgentDurationMilliseconds","AggregateType":"Value","IsAggregate":false,"Type":-1},{"Alias":"callQueue_QueueDurationMilliseconds_04d878bb9d11f241","Label":"Queue Duration","ColumnId":"callQueue_QueueDurationMilliseconds","AggregateType":"Value","IsAggregate":false,"Type":-1},{"Alias":"callQueue_IsAnswered_96ae4119cfe0d80d","Label":"Is Answered","ColumnId":"callQueue_IsAnswered","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_IsVoicemail_cd014c87209a013f","Label":"Is Voicemail","ColumnId":"callQueue_IsVoicemail","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_IsOverflowIn_b46fcea46939ff9a","Label":"Is Overflow In","ColumnId":"callQueue_IsOverflowIn","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_IsOverflowOut_278f1a0dacd2d949","Label":"Is Overflow Out","ColumnId":"callQueue_IsOverflowOut","AggregateType":"Value","IsAggregate":false,"Type":-2}],"PreFilters":[],"PreGroupFilters":[],"Parameters":{"SelectedTreeId":"1","DateSelectionMethod":"UseQuickDates","QuickDate":{"Type":"7","FromLocal":"24/03/2025 00:00:00","ToLocal":"30/03/2025 23:59:59"}},"GridSettings":"{\"columns\":[{\"index\":0,\"field\":\"Id\",\"width\":45.0382,\"hidden\":false},{\"index\":1,\"field\":\"map_CallStart_59271b59c597872b\",\"width\":110.03820999999999,\"hidden\":false},{\"index\":2,\"field\":\"map_SessionStart_70b7a51d07a93063\",\"width\":116.04511,\"hidden\":false},{\"index\":3,\"field\":\"callerName_DisplayName_ad4ce00efef97cf8\",\"width\":164.03110999999998,\"hidden\":false},{\"index\":4,\"field\":\"callQueueName_DisplayName_2a04545731e351b3\",\"width\":158.04211,\"hidden\":false},{\"index\":5,\"field\":\"callQueueAgentName_DisplayName_11cd02daba25a6ad\",\"width\":158.04211,\"hidden\":false},{\"index\":6,\"field\":\"queueOutcome_QueueOutcomeName_e3e76c5860771bcb\",\"width\":128.04211,\"hidden\":false},{\"index\":7,\"field\":\"callQueue_CallQueueAgentCount_4cece77f0d749ffe\",\"width\":206.04511,\"hidden\":false},{\"index\":8,\"field\":\"callQueue_AgentDurationMilliseconds_b440bb9a75a4da12\",\"width\":134.03111,\"hidden\":false},{\"index\":9,\"field\":\"callQueue_QueueDurationMilliseconds_04d878bb9d11f241\",\"width\":134.03111,\"hidden\":false},{\"index\":10,\"field\":\"callQueue_IsAnswered_96ae4119cfe0d80d\",\"width\":116.04511,\"hidden\":false},{\"index\":11,\"field\":\"callQueue_IsVoicemail_cd014c87209a013f\",\"width\":122.03511,\"hidden\":false},{\"index\":12,\"field\":\"callQueue_IsOverflowIn_b46fcea46939ff9a\",\"width\":134.03111,\"hidden\":false},{\"index\":13,\"field\":\"callQueue_IsOverflowOut_278f1a0dacd2d949\",\"width\":140.03811000000002,\"hidden\":false}],\"sortField\":null,\"sortDir\":null,\"pageSize\":50}"},"DefinitionVersion":1}

Modifications

To filter on a specific Queue, pull the “Queue Display Name” down to the filter and type the name into the Contains box. It’s a free text box and it will match on part names etc.