TEAMS call data in Power BI - difference between callqueue analytics & agent timeline analy

[Sophie_MGG]

Hi there, 

I created a report in Power BI based on TEAMS call data. 

(as described here: https://docs.microsoft.com/en-us/microsoftteams/cqd-power-bi-query-templates)

I report the total amount of calls in one period based on field 'call count' in table fcallqueue analytics.

The amount of calls in de last 24 hours is 22, which seems about right.

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However, when I then go to table Agent timeline analytics, and also look at the calls of the last 24 hours, I only see 12 calls (field call count) amongst 2 users.

Can anyone please explain the differences between these 2 tables and why the call amount is not the same for the same period?

Many thanks!

[Sophie_MGG]

Hi @Anonymous , Thanks for your reply!

I am not sure if I can share the pbit. In the screenshots below you'll find the tables CallQueueAnalytics and AgentTimelineAnalytics from yesterday. As you can see there is a difference in number of calls. I am not using a measure for this, only the field from the table. Also, no other filters are used. 

Hopefully you can help!Many thanks!

AgentTimeline:

CallQueue:

[Anonymous]

Hi @Sophie_MGG ,

If [call count] is a measure, please share the formula.

Do you have any other filters? What is the slicer in the upper left of your second screenshot for?

Please also make sure you are not using distinct count in second table.

It is better to share pbix.

Best Regards,

Jay