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Show call history for calling queues, including which user answered the call

In the desktop app, at least, show the call history for calling queues of which the user is a member.

If the user is a member of multiple queues, make the list filterable or selectable by calling queue.

The history should also show which user/agent answered a call so the other members of the calling queue can tell what happened, including whether the call was transferred and to whom (but there should be some security around this detail so administrators can configure this for the necessary amount of privacy).

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ThatGuyAgain shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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  • Dan commented  ·   ·  Flag as inappropriate

    I’m surprised this is not an out of the box feature, basic stats on calls received and outcome etc are the staple of any serious telephone system. As it stands we are very interested in using Teams for our calls but we need stats on how many calls are getting through to agents etc

  • Paul commented  ·   ·  Flag as inappropriate

    Every business wants stats on number of calls missed, routed, calls in queue, calls being answered etc. So without those 'management' stats, people will continue to use phone systems that do provide that information.

  • Henry commented  ·   ·  Flag as inappropriate

    Lacking this feature makes it impossible to know who is calling unless the client leaves a voicemail. This basic feature needs to be added.

  • Anonymous commented  ·   ·  Flag as inappropriate

    Reporting is basically useless for any business that takes their phone system seriously.

  • Stuart commented  ·   ·  Flag as inappropriate

    We need to be able to see specific call Queue activity stats, so we can work out how many calls per day went in to a particular queue and then also how many were answered versus abandoned.

  • Anonymous commented  ·   ·  Flag as inappropriate

    This is a basic telephone feature and it's unbelievable that it's not yet supported by Teams. If we miss a call from the call queue, we have no way of knowing who the caller was to call back.
    This basic request has been open since September last year, with no answer from Microsoft.

  • Heff commented  ·   ·  Flag as inappropriate

    Agreed. I also need to see who else in my call queue is signed in and able to receive calls (not just their status but whether they've opted out of talking the calls from the Q).

  • Tobias Blessing commented  ·   ·  Flag as inappropriate

    This is an essential telephony feature and should be implementet ASAP. What good is telephone or service number when you can't call back your customers...

  • Kailash Kalyani commented  ·   ·  Flag as inappropriate

    The PSTN reports help somewhat, however since the last few digits are blanked out, we cannot call back. It would be helpful to set this up, as a stop gap.

  • Mike modee commented  ·   ·  Flag as inappropriate

    This would also be helpful for Delegates. Right now, if we have more than one delegate for a user no one knows if the boss or the other delegate answered the call, they just see a missed call.

  • Grant Avey commented  ·   ·  Flag as inappropriate

    This would be a very usefull feature. It would allow us to better analyse when we need to have more staff available to answere the phones.

  • Nishanth Suvarna commented  ·   ·  Flag as inappropriate

    We have created MS teams call queue for service desk team, but there is no option available to fetch the call queue activity report .

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