---
title: "MS Teams Analytics - Home Overview"
slug: "ms-teams-analytics-home-overview"
tags: ["calltower", "public"]
updated: 2026-07-27T12:52:46Z
published: 2026-07-27T12:52:46Z
canonical: "learn.calltower.com/ms-teams-analytics-home-overview"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://learn.calltower.com/llms.txt
> Use this file to discover all available pages before exploring further.

# MS Teams Analytics - Home Overview

## 1. Live Status

- Shows the presence of users

![clipboard_eb4e434c614f53541a571124ff55bd198.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_eb4e434c614f53541a571124ff55bd198.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)

## 2. Total

- **Calls:** Total number of incoming and outgoing phone calls (excluding any meeting/calls within Teams).
- **Answered:** Total number of calls answered (incoming and internal).
- **Missed:** Total number of calls missed (incoming and internal).
- **Dialed:** Total number of calls dialed (internal and outgoing)

![clipboard_e395dcf523a4370f719b944423b83338d.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e395dcf523a4370f719b944423b83338d.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)

## 3. Call Performance

- **Total Talk Time:** Total duration of time in calls.
- **Av Talk Time:** Average time in phone calls. Calculated as the sum of talk times over the number of calls.
- **Av Calls per Hour:** Average number of calls in a one-hour period. Calculated as the number of calls over the number of hours.
- **Busiest hour:** The hour with the most number of calls.
- **Time of First Call:** The time the first call was received
- **Time of Last Call:** The time the last call was received

![clipboard_e0be5ca0709c6f0d7dca082e79de4dc95.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e0be5ca0709c6f0d7dca082e79de4dc95.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)

### 4. Auto Attendant & Call Queues

Quickly view answered, missed, and overflowed calls in a queue or auto attendant.

![clipboard_e35945e12ac8838fa1450bc3b78cdd6d5.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e35945e12ac8838fa1450bc3b78cdd6d5.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)

## 5. Incoming Performance

- **Percentage Missed:** Percentage of calls missed. Calculated as the number of missed calls over the number of calls.
- **Percentage answered in target:** The number of calls answered in target over the number of calls answered.
- **Grade of service (%):** The number of calls answered in target over the number of calls offered.
- **Av. Wait Time:** The average time for a call to be answered. Calculated as the sum of wait times over the number of calls.
- **Longest Wait Time:** The longest time for an incoming call to be answered or missed.
- **Av. Talk Time:** The average time for a call to be answered. Calcuated as the sum of wait times over the number of calls.
- **Total Talk Time:** The total duration of time in calls.

![clipboard_e5aec7ed9d7a34273a22b9ff458738f5b.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_e5aec7ed9d7a34273a22b9ff458738f5b.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)

## 6. Missed Call Analysis

- **Unique Callers:** Number of unique callers. Caller IDs are only counted once.
- **Unreturned:**
  - *Awaiting Callback:* Number of missed calls that are waiting to be returned
  - *No Caller ID:* Number of missed calls that do not have an associated Caller ID, and therefore cannot be returned.
- **Returned:**
  - By Agent: Number of missed calls returned by the agent
  - By Caller: number of missed calls returned by the caller.
- **Percentage Returned in Target:** The number of calls returned in target over the number of returned missed calls.
- **Av. Abandoned Time:** The average time before a caller abandons a call. Calculated as the sum of abandoned times over the number of abandoned calls.
- **Longest Abandoned Time:** The longest time for an incoming call to be missed.
- **Caller Tolerance:** The time it takes for the highest number of callers to abandon a call.

![clipboard_ed15389151fbf44769457806975e7b416.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_ed15389151fbf44769457806975e7b416.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)

## Full Home Page Overview Picture

Click on a KPI on the lefthand panel to view the data and details on the righthand side of the dashboard. You can drill down into anything that is hyperlinked.

![clipboard_ed4cb01e6f67ea07833e17d514367f26d.png](https://cdn.us.document360.io/4662144b-ab1f-4796-8b7b-e9f9c609894f/Images/Documentation/clipboard_ed4cb01e6f67ea07833e17d514367f26d.png?sv=2026-02-06&spr=https&st=2026-11-04T20%3A22%3A48Z&se=2026-11-04T21%3A22%3A48Z&sr=c&sp=r&sig=apE69PRZTT6Lt65c3UAs8KLJapCvKoTvntTSvzj1QnY%3D)