Microsoft Graph API and The Hidden Secrets in Call Records

Getting valuable insights out of your call records has never been easier now that the Queues App is available in Teams and the Power BI templates for historical auto attendant and call queue statistics have been available for quite some time. But have you ever wondered how these things work under the hood? Or how you can access call record data via the Graph API yourself and what data it contains?

In this session, I'm going to demonstrate how you can use PowerShell and the Graph API to fetch call records from your tenant and what "secret" data you can get out of them.

We'll primarily look at data from call queues and check things like how long a caller has been waiting in the queue, which agents got offered a call and who answered it.

We'll also look at how we can create Graph subscriptions to automatically get notified about any new or updated call record available so we can then further process the data. I'll also show a comparison of the data between different call record versions and how we can dump each version separately i.e. to SharePoint online.

This session is for any Teams Phone admin who's keen to learn more about the Graph API, PowerShell and call records in particular. A basic understanding of how call queues work and what call records are is recommended.