Why real-time call analytics is the missing link in your Microsoft Teams strategy

8 minute read

Most organizations using Microsoft Teams already know it’s a powerful hub for chats, calls, and collaboration. 

But what happens when you need deep, actionable insights into those calls—like who’s waiting on hold too long or which team member fields the most calls on Monday mornings? 

That’s where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. 

Relying on the basic phone system functionality inside Microsoft Teams isn’t enough today. Leaders need to see what’s happening on each call—right now, not hours or days later. 

Below, we’ll explore why real-time call analytics are a must-have, which insights to focus on in your strategy, and how Momentum’s Call Reporting for Microsoft Teams helps unify your voice data with the rest of your communication stack.

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Understanding the gap between voice calls and data insights

Every call contains valuable insights that can be used to measure agent performance, gauge customer sentiment, and identify areas of improvement.

However, this is only possible if your phone system is designed to collect this type of data. For legacy phone systems, the types of data you collect may be further limited or require a third-party integration.

This can be further limited by disjointed processes between teams, data silos, compliance and privacy concerns, and the unstructured nature of voice data compared to traditional email and form submissions. 

Two important factors must be considered to bridge the gap between voice calls and data insights successfully.

1. Understand Teams is powerful—but it’s only step one

Microsoft Teams does an excellent job consolidating chat, video, and calls.

However, it doesn’t automatically tell you how many callers are on hold at any given moment, which times see the highest abandoned calls, or how often agents need to transfer calls. 

This in-depth visibility is critical for delivering excellent customer service and making smarter operational decisions based on live call data or emerging trends.

2. Accept that you will need to move past basic call metrics

Some organizations track basic metrics like total calls or average handle time.

While a great starting point, advanced call analytics go further with continuous call logging, providing end-to-end call visibility and generating performance metrics at the agent or department level. 

With this level of detail, you can pinpoint why calls might be running longer or where callers are more likely to abandon. This allows you to address root causes rather than guess at solutions, leading to faster resolution times and happier customers.

How real-time call metrics transform decision-making

A successful decision-making process needs actionable data. 

Of course, not all data is created equally. While historical data may provide insights into why something happened—having access to real-time data allows you to make timely decisions based on what’s happening right now.

Here are a few ways real-time call metrics transform decision-making.

Immediate course correction

Historical data helps you see trends over days or weeks, but real-time dashboards let you act in the moment

If call volume spikes at 10:15 a.m., supervisors can reassign staff before queues balloon and customers start hanging up. 

This allows you to make a rapid decision in the moment, making it easy to correct a minor problem before it escalates.

Smarter staffing & scheduling

Workforce management is one of the hardest parts of managing a customer service team or larger contact center.

When you know exactly which hours bring the heaviest call traffic—and how many calls agents handle simultaneously—you can staff your teams more strategically. 

This helps avoid understaffing and overstaffing by using actionable data to optimize labor costs and improve customer satisfaction.

Better customer experience

Long hold times and multiple transfers can quickly frustrate callers. A Zendesk report revealed that 60% of callers say long hold times are the most frustrating part of customer service.

Live alerts and monitoring highlight problematic queues or bottlenecks as they happen. 

With that visibility, managers can shuffle resources or simplify routing on the fly, reducing abandoned calls and elevating customer satisfaction.

It also identifies recurring bottlenecks or training gaps so you can fine-tune scripts, processes, or onboarding. 

The result is a more positive customer experience where customers get their issues resolved faster because you can quickly pivot based on the live data you have.

Boost team morale

Real-time call metrics help your agents and supervisors, too. 

When your front line sees queue status, call counts, or individual stats in real time, they can self-correct, offer peer support, or seek help before a small issue becomes a bigger problem. 

This sense of transparency encourages accountability and a more proactive work culture.

Get a measurable return on investment

Linking call metrics to sales results or customer feedback proves how communication enhancements impact the bottom line. 

Seeing how decreased abandon rates correlate with increased revenue can validate investments in call analytics or additional staffing.

Faster issue resolution

The faster you can resolve customer issues, the better. In many cases, a customer’s perception of your company is based on your ability to solve their problem.

With real-time data, supervisors can monitor ongoing calls and step in when hold times become too long or repeated escalations occur. 

This proactive approach keeps calls from spiraling out of control and boosts first-call resolution.

What advanced features should your strategy include?

A successful call analytics strategy must go deeper than tracking basic metrics like call counts and average handle times. 

Microsoft Teams includes several advanced features that make it easy for you to implement a successful call analytics strategy. These include:

  1. Continuous Call Logging: Every call is tracked from start to finish without gaps, so you can follow a single call’s journey from the moment it enters the system until termination. This gives you full visibility into every single call.
  2. End-to-End Call Visibility: Get a comprehensive view of each caller’s entire experience—how many transfers took place, how long they waited in each queue, and how the issue was resolved. By understanding the complete path of a call, you can pinpoint exact bottlenecks, reduce wait times, and improve overall service quality.
  3. Dynamic Dashboards & Trend Analysis: Visualize call data in easy-to-understand charts, filter by agent or department, and spot patterns like daily or monthly call surges. The ability to drill down ensures no important detail goes unnoticed.
  4. Real-Time Alerts & Threshold Monitoring: Configure automated notifications when specific metrics (e.g., abandoned calls or hold times) hit critical thresholds. This allows you to create customized alerts based on your organization and enables immediate intervention whenever issues occur.
  5. Agent & Queue Performance Metrics: Track hold times, wrap-up times, and other agent KPIs in a single snapshot. This data helps identify coaching needs or reward top performers, making performance management more objective and fair.

Leveraging any of these features will set your business up for quick wins, giving you the visibility and flexibility needed to make quick decisions in the moment.

What you can do with Momentum’s call reporting for Microsoft Teams

Momentum’s Call Reporting for Microsoft Teams delivers powerful analytics features in a single, integrated package. These include:

  • Real-Time & Historical Reporting: Access immediate snapshots of ongoing performance or drill into historical trends for deeper insights.
  • End-to-End Call Visibility: Understand each caller’s entire journey, from initial dial-in until the call ends, to improve troubleshooting and quality assurance.
  • Role-Based Access: Agents, supervisors, and executives see individual dashboards tailored to their roles and responsibilities. This ensures that data is only visible to authorized users with the right permissions.
  • Instant Alerts & Thresholds: Define key metrics, such as maximum queue wait time or abandonment rates, and receive alerts when they approach or exceed critical levels.

Momentum empowers organizations to reduce abandoned calls, streamline workflows, and deliver a seamless caller experience by combining Microsoft Teams’ seamless communication with comprehensive call analytics.

Visibility is the key to unlocking Teams’ full potential

There’s no denying Microsoft Teams has everything needed for a successful collaboration and communication strategy. 

Real-time call analytics simply unlock its full potential, transforming it from a basic calling solution to a strategic driver of productivity and customer satisfaction. 

With advanced features like continuous call logging, end-to-end call visibility, and role-based dashboards, you can spot issues early, empower agents, and continuously refine your processes based on actionable data.

Get even more value out of Microsoft Teams. Contact us today to see how call reporting turns every call into an opportunity.

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