Microsoft Teams widgets – Call Queue Summary
Definition
The Teams Queues analytics view gives a list of all calls into a queue with information about the caller, the queue called, the agent who took the call, agent duration, queue duration and information about the result of the call.
Output list
- Call Start
- Queue Start
- Caller Display Name
- Queue Display Name
- Agent Display Name
- Queue Outcome
- 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_b0745801bcd5858e","Label":"Call Start","ColumnId":"map_CallStart","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"map_SessionStart_523fcef2951ca2a0","Label":"Queue Start","ColumnId":"map_SessionStart","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callerName_DisplayName_7d6cae94eb460acb","Label":"Caller Display Name","ColumnId":"callerName_DisplayName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueueName_DisplayName_7f2debcd2d534d20","Label":"Queue Display Name","ColumnId":"callQueueName_DisplayName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueueAgentName_DisplayName_146bb8036340bf4d","Label":"Agent Display Name","ColumnId":"callQueueAgentName_DisplayName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"queueOutcome_QueueOutcomeName_8ca439929587d286","Label":"Queue Outcome","ColumnId":"queueOutcome_QueueOutcomeName","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_AgentDurationMilliseconds_25acd2ef00257dea","Label":"Agent Duration","ColumnId":"callQueue_AgentDurationMilliseconds","AggregateType":"Value","IsAggregate":false,"Type":-1},{"Alias":"callQueue_QueueDurationMilliseconds_c4f623eff8d43860","Label":"Queue Duration","ColumnId":"callQueue_QueueDurationMilliseconds","AggregateType":"Value","IsAggregate":false,"Type":-1},{"Alias":"callQueue_IsAnswered_52e0ae530d4f8136","Label":"Is Answered","ColumnId":"callQueue_IsAnswered","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_IsVoicemail_eff99f80c66ca896","Label":"Is Voicemail","ColumnId":"callQueue_IsVoicemail","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_IsOverflowIn_fdfe4471cec4d31c","Label":"Is Overflow In","ColumnId":"callQueue_IsOverflowIn","AggregateType":"Value","IsAggregate":false,"Type":-2},{"Alias":"callQueue_IsOverflowOut_a5c536b6c1c95f39","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\":45.0208,\"hidden\":false},{\"index\":1,\"field\":\"map_CallStart_b0745801bcd5858e\",\"width\":110.02081,\"hidden\":false},{\"index\":2,\"field\":\"map_SessionStart_523fcef2951ca2a0\",\"width\":116.01041,\"hidden\":false},{\"index\":3,\"field\":\"callerName_DisplayName_7d6cae94eb460acb\",\"width\":164.01411,\"hidden\":false},{\"index\":4,\"field\":\"callQueueName_DisplayName_7f2debcd2d534d20\",\"width\":158.00710999999998,\"hidden\":false},{\"index\":5,\"field\":\"callQueueAgentName_DisplayName_146bb8036340bf4d\",\"width\":158.00710999999998,\"hidden\":false},{\"index\":6,\"field\":\"queueOutcome_QueueOutcomeName_8ca439929587d286\",\"width\":128.00711,\"hidden\":false},{\"index\":7,\"field\":\"callQueue_AgentDurationMilliseconds_25acd2ef00257dea\",\"width\":134.01411000000002,\"hidden\":false},{\"index\":8,\"field\":\"callQueue_QueueDurationMilliseconds_c4f623eff8d43860\",\"width\":134.01411000000002,\"hidden\":false},{\"index\":9,\"field\":\"callQueue_IsAnswered_52e0ae530d4f8136\",\"width\":116.01041,\"hidden\":false},{\"index\":10,\"field\":\"callQueue_IsVoicemail_eff99f80c66ca896\",\"width\":122.01711,\"hidden\":false},{\"index\":11,\"field\":\"callQueue_IsOverflowIn_fdfe4471cec4d31c\",\"width\":134.01411000000002,\"hidden\":false},{\"index\":12,\"field\":\"callQueue_IsOverflowOut_a5c536b6c1c95f39\",\"width\":140.02111,\"hidden\":false}],\"sortField\":null,\"sortDir\":null,\"pageSize\":50}"},"DefinitionVersion":1}Modifications
Once you have imported the widget template, you will be able to make any changes to the columns or filtering to meet your requirements.
For example, adding the Queue Display Name column into the filter, you are then able to type just one Queue Name for statistics for just that queue.
If you are looking to see how many calls have gone to voicemail, bring the Is Voicemail column down to the filter and tick for true and this will only show calls that have gone to voicemail.
