CQ and AA Reports missing Agent name

[Anonymous]

hi Team

I am using the AA reports as per this article.

Auto Attendant & Call Queue Historical Report - Microsoft Teams | Microsoft Docs

The data all shows ok except of of the Agents name is missing in the Agent Timeline tab.

In MS Teams the user certainly exits and is a part of the queue. How can I rectifiy this and how can I check the data query? Is the issue in MS Teams or in the DB somewhere.

thanks

[mcdiddy4]

Hi Anonymous,

I understand you're experiencing an issue with the AA reports where an agent's name is missing in the Agent Timeline tab. This could be due to various reasons, including potential synchronization issues between Microsoft Teams and the database where the report data is stored.

Here are a few troubleshooting steps:

1. Verify if the agent's name is correctly listed in Microsoft Teams and they are assigned to the correct call queue.
2. Try refreshing the report data to see if the agent's name appears.
   If the issue persists, consider reaching out to Microsoft Support for further assistance as they have access to more detailed diagnostic tools.
3. In addition, if you're looking for a more comprehensive solution for analyzing your call data, you might want to consider Metropolis's Expo XT for Power BI. Expo XT takes advantage of the Graph API Call Details and Office365 Usage Analytics to add additional context to the AA Timeline report, specifically looking up the UPN of the Agent and Using the Display Name in the report, making the report more customer friendly. This could help you identify and resolve issues like this more quickly in the future.

I hope this helps, and please let us know if you have any other questions!

[v-yanjiang-msft]

Hi @Anonymous ,

Is your problem solved?? If so, Would you mind accept the helpful replies as solutions? Then we are able to close the thread. More people who have the same requirement will find the solution quickly and benefit here. Thank you.

Best Regards,
Community Support Team _ kalyj

[v-yanjiang-msft · Accepted solution]

Hi @Anonymous ，

There is a known issue in the official document, 

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Call queue and auto attendants are shown by resource account's ID instead of call queue/auto attendant names. To show all the traffic for an auto attendant or call queue, you must select all the resource accounts assigned to the auto attendant or call queue.

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Please see if it helps.

Best Regards,
Community Support Team _ kalyj

If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.