Auto attendant and Call queue historical reports - Version V3.2.0 - Error

Steps to Resolve the Issue

1. Verify the Template Version

• Check the Template Version: Ensure you're using the latest version of the Teams Auto Attendant & Call Queue Historical Reports template. As of April 2025, the latest version is V3.2.0 or higher,
• Download the Latest Template:
  • Go to the Microsoft Download Center or the Microsoft Learn documentation page for.
  • Download the latest .pbit file (e.g., Teams Auto Attendant & Call Queue Historical Reports V3.2.0.zip).
  • Extract and open the new template in Power BI Desktop.
• Test the New Template: Connect to the data source (api.interfaces.records.teams.microsoft.com) using your organizational account and check if the errors persist.

2. Check the Data Source and API

• Verify API Access:
  • Ensure your account has the necessary permissions to access the Voice Analytics API. You need a role like Teams Communications Support Engineer or CQD access role in the Teams Admin Center.

     

  • Sign in to Power BI Desktop with an organizational account that has access to the Teams Voice Analytics data.
• Inspect the API Data:
  • Open Power BI Desktop, go to Transform Data (Power Query Editor), and check the fCallQueueAnalytics and MessagesCQ tables.
  • Look for the AvgCallDuration column or a similarly named column (e.g., AverageCallDuration, CallDuration, etc.). If it’s missing, Microsoft may have removed or renamed it.
  • If the column is missing, note any similar columns that might serve the same purpose (e.g., duration metrics).

3. Fix the Missing Column in Power Query

If the AvgCallDuration column is missing or renamed, you can modify the Power BI template to resolve the errors:

1. Open Power Query Editor:
   • In Power BI Desktop, click Transform Data to open the Power Query Editor.
   • Locate the fCallQueueAnalytics and MessagesCQ queries in the left pane.
2. Check for Renamed Columns:
   • Inspect the columns in these tables. If AvgCallDuration is missing, look for a column with a similar name (e.g., AverageDuration, CallDurationAvg, or Duration).
   • If a replacement column exists, update the query to use it:
     • Find any steps in the Applied Steps pane that reference AvgCallDuration.
     • Edit the step to use the new column name (e.g., replace AvgCallDuration with AverageDuration).
3. Remove or Replace References:
   • If no equivalent column exists, you may need to remove references to AvgCallDuration:
     • In the Power Query Editor, locate steps that cause the error (e.g., selecting or filtering AvgCallDuration).
     • Delete or modify these steps to exclude the missing column.
   • Alternatively, create a custom column to calculate the average call duration if raw duration data is available:
     • Go to Add Column > Custom Column.
     • Use a formula like Duration.TotalSeconds([CallEndTime] - [CallStartTime]) / [CallCount] (adjust column names based on your data).
     • Name the new column AvgCallDuration.
4. Apply and Close:
   • Click Close & Apply to save changes and refresh the data.
   • Check if the report loads without errors.

4. Update Privacy Settings

You mentioned that you’ve ignored privacy levels, but double-check to ensure this isn’t causing issues:

• In Power BI Desktop, go to File > Options and Settings > Data Source Settings.
• Select the data source (api.interfaces.records.teams.microsoft.com) and click Edit Permissions.
• Set the privacy level to Organizational (not Private or Public).
   
• Clear any cached credentials and re-authenticate using your organizational account.

5. Check for Known Issues

According to Microsoft documentation, there are known issues with the Teams Auto Attendant & Call Queue Historical Reports that might relate to your problem:

• Data Schema Mismatches: If the API schema has changed, older templates may reference outdated columns like AvgCallDuration. Updating to the latest template (V3.2.0 or higher) usually resolves this.
   
• Resource Account Reporting: Some metrics may not appear correctly if resource accounts are misconfigured or if the Historical Call Queue Metrics permission is set to All in the Voice Applications policy. Ensure your permissions are correctly set to report by Call Queue name rather than Resource Account.
   
• 28-Day Data Limit: Only 28 days of data are available due to privacy policies, so ensure your date range is within this period to avoid blank reports.