How to Ensure Comprehensive Agent Data in Teams CQD Historical Reports?

[AurelAll]

Hi everyone,

I’ve been working on analyzing data from Microsoft Teams CQD (Call Quality Dashboard) Historical Reports. I’m pulling dimensions and measures as outlined in the official documentation (link: Microsoft CQD Historical Reports Documentation) into our database for historical tracking.

However, I’ve encountered a challenge:

1. Lack of Agent Details: I’m particularly interested in identifying agents (e.g., names or emails of individuals handling calls), but the dataset seems to have very limited information of this kind.
2. Potential Source: I suspect this information might be contained in the SecondUPN field, but most rows in this column are empty in my current data.
3. Future Data Completeness: How can I ensure this field or similar ones are populated more consistently in future datasets?

I’d greatly appreciate insights from anyone familiar with Teams CQD, particularly:

• Is SecondUPN indeed the right field for identifying agents in scenarios like call queues or transfers?
• Are there settings or configurations in Teams (or related systems like Auto Attendants or Call Queues) that need to be adjusted to collect this information accurately?
• Any best practices for ensuring comprehensive agent-related data in CQD exports?

Thanks in advance for your help! Your advice will be incredibly useful for improving our analysis.

[v-yangliu-msft]

Hi  @AurelAll ,

According to the official documentation for the SecondUPN field: Not all UserTypes have UPNs; include the Second UserType or Second User ObjectId dimensions to learn more about these endpoints.

Can you check if the records with missing SecondUPN field values meet the prerequisites? If they do, we can also consider using the Power Query function fill down or something like that to fill in the data.

Dimensions and measurements - Call Quality Dashboard (CQD) - Microsoft Teams | Microsoft Learn

Table.FillDown - PowerQuery M | Microsoft Learn

Fill values in a column - Power Query | Microsoft Learn

Best Regards,

Liu Yang

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

[AurelAll]

Hello,

We are currently using the API to aggregate data beyond the 28-day limit. Our goal is to have visibility over a full year to improve our team’s performance and identify individuals who may need support.

Unfortunately, due to the historical data limitations in the CQD templates, this solution is not viable for us. As a result, we rely on our own aggregated database, hosted on Azure, for extended reporting.

How can we ensure that the SecondUPN field is populated on our side in this case to help ?

Thank you for your assistance!

[v-yangliu-msft]

Hi  @AurelAll ,

You can use Power BI templates provided by Microsoft specifically for analyzing CQD data, which provide more detailed insights and can be customized to include agent information.

SecondUPN：

Used to identify agents in situations involving call queues or transfers, its integrity depends on how the team captures and reports the data.

Auto Attendants and Call Queues:

Ensure that Auto Attendant and Call Queue settings are correctly configured (seats are correctly assigned and their activity logged) to capture seat details.

Refer to the official Microsoft documentation for the latest best practices：

Data and reports in Call Quality Dashboard (CQD) - Microsoft Teams | Microsoft Learn

Use Power BI to analyze CQD data for Microsoft Teams - Microsoft Teams | Microsoft Learn

Download CQD Power BI Query Templates from Official Microsoft Download Center

Best Regards,

Liu Yang

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