Glossary of Terms

Glossary of Terms

Although Microsoft Team terms are well understood amongst the community of Microsoft 365 users and the statistical data used in Analytics 365 is pulled from Microsoft Teams via API, the terms when viewed in the Analytics 365 app sometimes need further explanation. Below we explain the terms and KPIs used within Analytics 365 cards.

We have also compiled a quick reference list under Data Reference Cards in the table below defining the most common terms used in Analytics 365 dashboard cards.


Active  A member of a team or channel who has been active within the time period specified in the card filters.
Answer Time
How long a call rings before it is answered.
Scheduled and ad hoc meetings and calls within Teams where participants have their video off for the whole call. This excludes phone calls. 
Average Talk Time
The average length of time spent connected on phone calls.


Calls are audio or video calls from a chat, contact or call tab. These can be group calls (multiple participants), team calls (a call made from a Microsoft Team) or peer-to-peer calls (one-to-one call). Calls are immediate and not pre-arranged.

Please note: In the scenario where a person leaves and re-joins a call, Analytics 365 shows this is one call for that person not two (even though Microsoft Teams would log this as two calls). 
Call Quality
A score assigned by Microsoft rating the call quality of phone calls as good, average, or poor.
Call Queue
Teams call queues route incoming calls to a group of people in your organization. Calls can be distributed one at a time or simultaneously to all people in the queue. Teams call queues are set up and administered in your Microsoft account admin center.
Calling Number
Phone number presented by the calling party.
Calls Offered
Incoming phone calls presented to a user or a call queue.
Calls Organized
Calls initiated.
Calls Participated
Calls received.
Channel within a Microsoft Team.
Chat is a text conversation either one-to-one or group, sent via a previous chat, to a contact or within a call or meeting. Chat can be internal or external and can contain mentions (tagged people) and reactions.
Chat Sentiment
Chat messages are rated by Microsoft as positive, neutral or negative in sentiment. No visibility of chat messages is available within Analytics 365. As a chat message is typed, the message sentiment is determined by Microsoft using the Microsoft Graph API and the metric is displayed within Analytics 365. Chat messages are messages made either one-to-one or to a group from a chat, contact, call or meeting and include mentions replies and reactions.
Collaboration Time
Collaboration time includes messages (calculated as an average of 5 seconds).
Customer Engagement
A category within Analytics 365 which groups cards that can be used to understand collaboration with customers.


(Statistical) Data
The Analytics 365 app provides a holistic view of Teams usage and does not store any data or access personal messages.
(Statistical) Data Reference Cards
  1. Calls are always from a chat, contact or call tab.
  2. Meetings are always from a calendar or Team.
  3. We report on Calls, Meetings and Calls/Meetings (where stats on all types of calls and meeting are consolidated).
  4. Chat is always one-to-one or group, from a chat, contact, call or meeting.
  5. Posts are always from a Team channel.
  6. Mentions, replies and reactions can be from all messages.
  7. A Message as any type of text conversation, across both chat and posts.
  8. Late attendance is more than 3 minutes late.
  9. High/low attendance has a 50% threshold on expected attendees.
  10. Active/inactive is labelled based on activity within the selected reporting period.
  11. Collaboration time includes chat (average 5 secs).
Demo Mode
Demo mode enables any user to explore the app using sample data. Filters cannot be applied, nor can settings be changed, but every card can be reviewed no matter the permissions that are granted or the organizational hierarchy in situ.
The total length of a call.


External meetings or calls are those with at least one external participant joining all or part of the meeting/call (excluding phone calls). 

Messages are external when there is at least one external participant in the message thread in the chat or team post. 

All phone calls are external.
External Participation
Percentage of participants which are external to the organization.


(Microsoft 365 Admin) Group
Groups can be private or public. Content in a public group can be seen by anybody in your organization, and anybody in your organization is able to join the group. Content in a private group can only be seen by the members of the group and people who want to join a private group have to be approved by a group owner.

Types of groups include: Microsoft 365 group (eg. Microsoft Team), group distribution list and security group. You can create Microsoft 365 groups from a variety of tools including Outlook, Outlook on the web, Outlook Mobile, SharePoint, Planner, Teams and more. Groups are the new and improved experience for what we used to use distribution lists or shared mailboxes to do. Security groups are used to collect user accounts, computer accounts, and other groups into manageable units. In the Windows Server operating system, there are several built-in accounts and security groups that are preconfigured with the appropriate rights and permissions to perform specific tasks.
Group meetings, calls, chat or posts with more than 2 participants.


Insights into behavior displayed as percentages. Insights include; invitations sent at least a day in advance of meetings (good preparation), high attendance by those invited (the right people in the right meeting), messages not sent during the meeting (collaboration), meetings joined on-time (productivity) and meetings during working hours (useful for wellbeing, to see work outside working hours).

High / Low Attendance
High or Low attendance has a 50% threshold on expected attendees.


A member of a team or channel who has been inactive within the time period specified in the card filters.
Internal meetings or calls do not have any external participants at any time during the meeting or call. 

Messages are internal when there is no external party on the message thread in the chat or team post. 

There are no internal phone calls. All phone calls are external.


Late Attendance
Attendance to a scheduled meeting is considered late when the meeting is joined at least 3 minutes after the scheduled start time.
Low / High Attendance
Low or high attendance has a 50% threshold on expected attendees.


Meetings from a calendar or Team are either instant or scheduled. Meetings from a calendar can also be a scheduled webinar or an instant/scheduled live event. A meeting can be internal/external, organised/participated, recurring (scheduled) /ad hoc (instant) or one-to-one (with one other participant in the meeting). 
Meetings / Calls
Scheduled and ad hoc meetings and calls within Teams. This excludes phone calls.
Meetings Attended
Meetings attended by all those invited (including optional attendees).
Meeting Conflicts
A scheduled meeting that overlaps another scheduled meeting.
Meetings Joined on Time
Meetings joined and started on time.
Meetings Overrun
A scheduled meeting that lasts longer than the allotted time.
Tags of people in a message within chat or a Team. People who are tagged are typically knowledgeable and they are consulted and asked questions. Tagging colleagues assists in collaboration analysis and signifies best practice in a Team.
Messages include all text conversations across teams (posts and replies) and chat (one-to-one or group from a previous chat, contact, call or within any meeting). Messages can be internal or external and can contain mentions (tagged people) and reactions.
Missed Calls
Unanswered phone calls.
My Direct Reports
People who report directly to you, as detailed in the Microsoft 365 administration organizational structure. The My Direct Reports list excludes you. To include yourself in a card simply add yourself alongside My Direct Reports in the filter.
My Reporting Network
All people you have permissions to view analytics for in Analytics 365. 


Network Quality
A score assigned by Microsoft rating the network quality of meetings/calls as good, average, or poor.


One-to-one  Conversations between the user and one other participant (i.e., 2 participants in total).


People are those within your Microsoft 365 organization. People can be active or inactive. Active people are actively participating and inactive people are not participating.
People Engagement
A category within Analytics 365 which groups cards that can be used to understand collaboration.
Teams Calling phone calls
Posts are text conversations within teams and channels.


Reactions are used in messages and total reactions are reported on showing angry, laughing, sad, love, thumbs up and surprise.
Replies are responses to a post within a team or channel. 
Returned Calls
A unique list of numbers that were not answered but have subsequently either been called back or have successfully called back themselves.


Scheduled Meeting Attendance
Percentage participation in scheduled meetings based on required and optional invitees on the meeting invitation.
Chat messages are rated positive, neutral or negative. The data is analysed by Microsoft APIs and returned with a rating.
Call Status indicates if an incoming call has been answered or missed and if an outgoing call has been dialed.


Talk Time
Time spent talking on calls, meetings and Team meetings.
Microsoft Team.
Team Chat
Chat messages within a team.
Team Messages
Meetings that have been organized from within a team for members of that team or a channel within that team.
Time Spent in Messages
The percentage of time within working hours that is spent in meetings.
Total Calls (as displayed on call queue summary and call queue overview)
The total number of incoming and outgoing phone calls (excluding any meetings/calls within Teams).
A dashboard card showing data over a time period, to understand trends and behavior over time.


Unreturned Calls
A unique list of numbers that were not answered. These numbers have subsequently neither been called back nor have successfully called back themselves.


Scheduled and ad hoc meetings and calls within Teams, where at least one participant in the meeting/call has video on for all or part of the meeting/call. This excludes phone calls. 


A category within Analytics 365 which groups cards that can be used to understand wellbeing.
Working Hours
Habits use 'During Working Hours'. Working hours are either the default hours within Microsoft 365 settings or those set for individuals within the Analytics 365 app. Working hour profiles created within the app are not pushed to Microsoft 365 settings, they are purely used within the application.

Content is subject to change without noti­fication. E&OE.

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