MS Teams Analytics - Home Overview

1. Live Status

Calls: Total number of incoming and outgoing phone calls (excluding any meeting/calls within Teams).
Answered: Total number of calls answered (incoming and internal).
Missed: Total number of calls missed (incoming and internal).
Dialed: Total number of calls dialed (internal and outgoing)

Total Talk Time: Total duration of time in calls.
Av Talk Time: Average time in phone calls. Calculated as the sum of talk times over the number of calls.
Av Calls per Hour: Average number of calls in a one-hour period. Calculated as the number of calls over the number of hours.
Busiest hour: The hour with the most number of calls.
Time of First Call: The time the first call was received
Time of Last Call: The time the last call was received

Percentage Missed: Percentage of calls missed. Calculated as the number of missed calls over the number of calls.
Percentage answered in target: The number of calls answered in target over the number of calls answered.
Grade of service (%): The number of calls answered in target over the number of calls offered.
Av. Wait Time: The average time for a call to be answered. Calculated as the sum of wait times over the number of calls.
Longest Wait Time: The longest time for an incoming call to be answered or missed.
Av. Talk Time: The average time for a call to be answered. Calcuated as the sum of wait times over the number of calls.
Total Talk Time: The total duration of time in calls.

Unique Callers: Number of unique callers. Caller IDs are only counted once.
Unreturned:
- Awaiting Callback: Number of missed calls that are waiting to be returned
- No Caller ID: Number of missed calls that do not have an associated Caller ID, and therefore cannot be returned.
Returned:
- By Agent: Number of missed calls returned by the agent
- By Caller: number of missed calls returned by the caller.
Percentage Returned in Target: The number of calls returned in target over the number of returned missed calls.
Av. Abandoned Time: The average time before a caller abandons a call. Calculated as the sum of abandoned times over the number of abandoned calls.
Longest Abandoned Time: The longest time for an incoming call to be missed.
Caller Tolerance: The time it takes for the highest number of callers to abandon a call.