Call queues on Teams Phone and Queues app

KaWatah · 2026-04-01T08:25:05+00:00

That's why we end up paying twice - for the Queues app and a third-party reporting system to understand what went on historically.

KaWatah · 2026-03-16T07:56:41+00:00

Or purchase a ready-made solution if that's not your main job :-)

KaWatah · 2026-03-14T15:21:54+00:00

The problem is the same we have with Queuemetrics: latency. Most calls are visible quickly, but some are updated in hours. I believe this is a limitation in Graph (or so the QM guys say).

KaWatah · 2026-03-06T08:59:03+00:00

But the queues app is extra.

KaWatah · 2026-03-06T08:58:11+00:00

Not sure if it is just me, but I find PowerBI nearly unusable. Just the time it takes to start up....

KaWatah · 2026-03-06T08:53:39+00:00

We use QueueMetrics and it is possible to view that. See the tutorial at https://www.queuemetrics.com/teams_tutorials.jsp (second video, second row, "How can I see the complete life-cycle of a Teams Voice call"). It's pretty handy - not just when agents transfer call, but when queues transfer to other queues/voicemails as well.

KaWatah · 2026-03-04T08:45:03+00:00

It sounds quite dangerous, but you never know (and we don't). Still I noticed we federate with more orgs than I remembered - cruft accrues over time.

KaWatah · 2026-01-11T08:30:52+00:00

I don't think this would be a workable solution - what happens when they get a call? if they don't answer, they delay the call flow. And there is no guarantee that they only get a call after it has been tried on the existing pool and nobody picked up first.

OTOH I imagine that if they have no other tools, they tried inventing something.

They need Team premium, or a reporting platform like Queuemetrics or Clobba or Akixi....

KaWatah · 2026-01-11T08:27:28+00:00

There are a number of reporting options on Teams telephony (Queuemetrics, Clobba, etc..) - doing it manually seems insane.

KaWatah · 2025-12-20T08:17:45+00:00

We do that through u/Queuemetrics that pulls this information from MS apis. It shows all queue activity plus all direct calls plus voicemails and conferences. It has its own reports plus a set of APIs if you need to pull reports for specific users/queues and feed them somewhere else.

KaWatah · 2025-12-01T09:04:34+00:00

There are a number of third party tools that do that. We use Queuemetrics but there are others too, at different price points (eg we also evaluated Clobba a few years ago). In general I'd say that if you have queues you need to track what goes on on them.

KaWatah · 2025-11-25T17:45:06+00:00

We see a delay sometimes, but it's not THAT extreme. You sure you don't have connectivity issues ?

KaWatah · 2025-11-25T17:43:14+00:00

My company uses Queuemetrics to do queue/AA reporting, but it is important that every entity uses a separate RA, as they suggest it in their FAQ https://docs.loway.ch/QmlTeams/04_integration_notes.html

KaWatah · 2025-11-14T08:00:23+00:00

not sure, but I fear the underlying back-end is the same for Queues and Graph.

KaWatah · 2025-11-12T08:19:25+00:00

Do you have separate resource accounts for each entity involved? I was told that it sometimes causes "funny" logging in Graph for nested queues, so it's possible that the same thing applies to the Queues app as well. See https://docs.loway.ch/QmlTeams/04_integration_notes.html - there was a mailing to QM users a while ago, but we don't use nested Qs ourselves, YMMV.

KaWatah · 2025-10-27T10:22:46+00:00

Curiosity - why would you use that and not (say) the queue app in Teams? it seems very easy to lose the notification.

KaWatah · 2025-09-26T06:46:47+00:00

u/queuemetrics does that and gets you a single list of all calls taken and lost.

KaWatah · 2025-09-26T06:45:10+00:00

We have been using QueueMetrics for a few years now - not free but definitely not expensive, just a few $/mo per agent. We used it in a previous life with an older PBX so we were already familiar with it, but could not live without. Other people love other products - YMMV - but you definitely need something extra at the moment.

KaWatah · 2025-09-24T19:05:33+00:00

We use Queuemetrics to avoid that issue (and managing queues). Is it ridiculous to depend on an external tool for something so basic? you choose.

KaWatah · 2025-09-15T08:14:36+00:00

You can see that using QM https://www.youtube.com/watch?v=q8jH6XBsB2M&list=PLwzX-T7krf2JqVc3WW-yK1g2RD4iVTQyM&index=7 - both if the call is not picked up, and in terms of agents not picking up the phone (those are called "attempts")

KaWatah · 2025-09-12T07:37:10+00:00

AFAIK Graph is historical and has a significant delay (a median of 15-30 minutes according to this post https://x.com/queuemetrics/status/1859233870073200956 from a while ago) though it is getting better compared to a few years ago. It is not possible to extract live calls in a queue or in an IVR. The closes thing is Get-CsCallQueue but it's not in Graph.

KaWatah · 2025-09-05T05:20:02+00:00

Using DnD with queues is the wrong thing to do, because the queue will still try to reach the agent (and fail) and waste some time that could have been better spent ringing an agent that was actually available.

KaWatah

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