Microsoft Teams Agent Summary Reports #

The Microsoft Teams Agent Summary Report provides insights into individual agent performance within Teams queues.
Managers can analyze answered/missed call counts, answer ratios, and agent efficiency metrics.

Agent Summary Report Configuration #

Summaries #

The Agent Summary Report allows you to summarize agent performance by disposition or final action.

Summary Breakouts #

There are two major categories of summaries available. Agent Disposition and Agent Final Action. These breakouts become the baseline for the report.  Once selected, a user can pick from a variety of metrics to include in the report. A definition of each breakout and metric can be found on our Agent Metrics page.  You can select Call Counts, Talk Time, or both.  One summarization is required to run the report.

• Count: The quantity of calls an Agent answered from the Queue.
• Talk Time: How long the Agent talked to the Caller.

For Talk Time, a user can add any of the following calculations:

• Sum: The set of data added together.
• Average: The sum divided by the count of the set of data, otherwise known as the arithmetic mean.
• Minimum: The lowest value in the set of data.
• Maximum: The largest value in a set of data.

Include Times For #

This option works in combination with Talk Time.

• Totals Only: Use this option if you only want to see the Total Talk Time.
• Totals and Breakouts: Use this option if you want to see the total for each breakout that was selected.

Here is an example scenario when Agent Disposition and Sum of Talk Time are selected.

Summary Display Options #

This section defines how data is displayed and the layout of the report.

Sorting #

Sort By and Sort Order work together. First select the option you want to sort by, then select Ascending or Descending.

Show Breakouts with No Data #

The default value is Hide Breakouts With No Data.  This eliminates columns or row that contain all zeros.  The example above used the Hide Breakouts option.

Show Queue As #

• Name: The display name of the Queue.
• UPN: The UPN as provided by Microsoft Teams.

Show Summaries As #

This option allows a user to change the layout of a report. By default the Summaries are displayed in columns, similar to the prior example.  If you select Show Summaries as Rows the summarized data will be grouped in columns per each queue.  This is helpful when used in combination with date groupings.  Below is an example of the Agent Disposition report with Show Summaries as Rows and Show Breakouts with No Data options selected.

Summary Order #

By default summary reports put all the count columns first, then put the time columns (if selected). The Show Counts and Times by Breakout changes the Count and Time of a particular grouping next to each other.

Summary Groups #

Summary Groups allow a user to set the order and add date groupings to a report.  The default option is to group by Agent then Queue. If you want to add date groups to your reports select Include Date Groups.  You will be presented with additional options.

Show Date Group As #

Date groups can be added as columns or rows.  Up to 3 groupings can be applied.  The amount of data available in the report is limited by the date grouping.  For example, if Date or Hour is selected, the report is limited to 31 days of data.  If Month or Quarter is selected, you are limited to your retention period.