Auto attendant and Call queue real-time metrics
Important
Only some of the metrics outlined here are currently available to Queues app users.
For more information about Queues app, see Manage the Queues app. For user documentation about Queues app, see Use the Queues app for Microsoft Teams.
Auto attendant metrics
The following table contains real-time Auto attendant metrics. All metrics are whole numbers unless otherwise stated.
| Key | Feed | Available To | Description |
|---|---|---|---|
| tot_callers | Current & Summary | Authorized Users Only | Total number of all accepted callers A caller may pass through an Auto attendant multiple times in a single call – this caller is only counted once |
| tot_callers_int | Current & Summary | Authorized Users Only | Total number of accepted internal callers |
| tot_callers_ext | Current & Summary | Authorized Users Only | Total number of accepted external callers |
| tot_calls | Current & Summary | Authorized Users Only | Total number of all accepted calls A caller may pass through an Auto attendant multiple times in a single call – each individual pass is counted |
| tot_calls_int | Current & Summary | Authorized Users Only | Total number of accepted internal calls |
| tot_calls_ext | Current & Summary | Authorized Users Only | Total number of accepted external calls |
| tot_0_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the zero menu option |
| tot_1_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the one menu option |
| tot_2_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the two menu option |
| tot_3_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the three menu option |
| tot_4_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the four menu option |
| tot_5_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the five menu option |
| tot_6_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the six menu option |
| tot_7_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the seven menu option |
| tot_8_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the eight menu option |
| tot_9_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the nine menu option |
| tot_star_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the star (*) menu option |
| tot_hash_calls | Current & Summary | Authorized Users Only | Total number of times callers selected the hash (#) menu option |
| tot_op_calls | Current & Summary | Authorized Users Only | Total number of caller-initiated transfers to the auto attendant operator |
| tot_app_calls | Current & Summary | Authorized Users Only | Total number of caller-initiated transfers to another voice application (Auto attendant or Call queue) |
| tot_extn_calls | Current & Summary | Authorized Users Only | Total number of caller-initiated transfers to an external phone number |
| tot_psrn_calls | Current & Summary | Authorized Users Only | Total number of caller-initiated transfers to a Teams user |
| tot_vm_calls | Current & Summary | Authorized Users Only | Total number of caller-initiated transfers to shared voicemail |
| tot_abandoned_calls | Current & Summary | Authorized Users Only | Total number of user abandoned calls – caller doesn't select anything |
| tot_sysxfer_op_calls | Current & Summary | Authorized Users Only | Total number of system-initiated transfers to the auto attendant operator |
| tot_sysxfer_app_calls | Current & Summary | Authorized Users Only | Total number of system-initiated transfers to another voice application (Auto attendant or Call queue) |
| tot_sysxfer_extn_calls | Current & Summary | Authorized Users Only | Total number of system-initiated transfers to an external phone number |
| tot_sysxfer_psrn_calls | Current & Summary | Authorized Users Only | Total number of system-initiated transfers to a Teams user |
| tot_sysxfer_vm_calls | Current & Summary | Authorized Users Only | Total number of system-initiated transfers to shared voicemail |
| tot_sysdisconnected_calls | Current & Summary | Authorized Users Only | Total number of system-initiated disconnects |
| avg_call_time | Current & Summary | Authorized Users Only | Average amount of time calls spent in the auto attendant (Single-digit decimal) |
| avg_caller_actions | Current & Summary | Authorized Users Only | Average number of caller actions in the auto attendant (Single-digit decimal) |
Call queue metrics
The following table contains real-time Call queue metrics. All metrics are whole numbers unless otherwise stated.
| Key | Feed | Available To | Description |
|---|---|---|---|
| abandoned_% | Current | Authorized Users & Agents | Abandoned percentage (Three-digit decimal)(tot_abandoned_calls / tot_offered_calls) |
| calls_waiting | Current | Authorized Users & Agents | Number of calls currently waiting |
| calls_waiting_longest | Current | Authorized Users & Agents | Longest wait time, in seconds, of oldest call in queue Note: To be deprecated. |
| longest_waiting_call_enqueue_time | Current | Authorized Users & Agents | Timestamp of arrival time for longest waiting call Offset by UTC offset if supplied during registration. Format: 2024-03-19T11:55:09.9887885+00:00 |
| tot_offered_calls | Current & Summary | Authorized Users & Agents | Total number of accepted calls |
| tot_answered_calls | Current & Summary | Authorized Users & Agents | Total number of accepted calls answered by agents |
| tot_timeout_calls | Current & Summary | Authorized Users & Agents | Total number of accepted calls that received the timeout treatment |
| tot_overflowed_calls | Current & Summary | Authorized Users & Agents | Total number of rejected calls that received the overflow treatment |
| tot_noagent_calls | Current & Summary | Authorized Users & Agents | Total number of accepted calls that received the no-agents treatment |
| tot_abandoned_calls | Current & Summary | Authorized Users & Agents | Total number of accepted calls that abandoned |
| avg_speed_answer | Current & Summary | Authorized Users & Agents | Average speed of answer(total wait time of answered calls / total answered calls) |
| tot_agent_presents | Current & Summary | Authorized Users & Agents | Total number of presented but not answered calls |
| sl_target | Current & Summary | Authorized Users & Agents | Service level target number of seconds null if not set |
| sl_tot_answered_calls | Current & Summary | Authorized Users & Agents | Total number of calls answered within the service level target null if sl_target is null |
| sl_tot_abandoned_calls | Current & Summary | Authorized Users & Agents | Total number of calls that abandoned within the service level target null if sl_target is null |
| sl_met_handled | Current & Summary | Authorized Users & Agents | Percentage of answered calls answered that met the service level target (Two-digit decimal)(sl_tot_answered_calls / tot_answered_calls)null if sl_target is null |
| sl_met_no_abandon | Current & Summary | Authorized Users & Agents | Percentage of answered/abandoned calls that met the service level target (Two-digit decimal) - abandoned calls within service level target don't impact service level percentage(sl_tot_answered_calls / [tot_offered_calls – sl_tot_abandoned_calls])null if sl_target is null |
| sl_met_positive_abandon | Current & Summary | Authorized Users & Agents | Percentage of calls answered/abandoned that met service level target (Two-digit decimal) - abandoned calls within service level target positively impact service level percentage([sl_tot_answered_calls + sl_tot_abandoned_calls] / tot_offered_callsnull if sl_target is null |
| sl_met_negative_abandon | Current & Summary | Authorized Users & Agents | Percentage of calls answered/abandoned that met service level target (Two-digit decimal) - abandoned calls within service level target negatively impact service level percentage(sl_tot_answered_calls / tot_offered_calls)null if sl_target is null |
Agent by queue metrics
The following table contains real-time agent metrics. All metrics are whole numbers unless otherwise stated.
| Key | Feed | Available To | Description |
|---|---|---|---|
| tot_calls_offered | Current & Summary | Authorized Users1 & Agents2 | Total number of calls offered to the agent. |
| tot_calls_answered | Current & Summary | Authorized Users1 & Agents2 | Total number of calls answered by the agent. |
Notes
- Authorized Users: for all agents in the queue
- Agents: for self only – not for all other agents in the queue