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).
Kevin Slaughter commented
Teams voice is extremely under developed as phone service.
Come on MS - Teams can't be a serious PBX replacement without basic calls stats!!!
Please add this feature to MS Teams ASAP. It is causing confusion
We need this feature too
Sue Verguldi commented
It would be very helpful if this feature were added to MS Teams. Thank you.
Amy Kennedy commented
Please add this feature to MS Teams ASAP. It is causing confusion.
Arsen Saydaliev commented
Please add this feature in MS Teams asap!. Otherwise this is creating a lot of confusion to a lot of agents in our company!
I have a question concerning the usage of Teams, more specific the call forwarding.
In my team we forward our calls to each other when we can not answer.
With skype we received messages when a call was not answered so we could call back. This messages we received only for calls that were addressed to myself.
Now, with Teams, when a call is forwarded to the team, but not answered, everybody from the team receives the messages that a person wanted to contact you.
For this reason, we do not know who wanted to reach us, and more, a caller can be called back by several colleagues due to the message of the unresponded phone call.
Do you have a solution for this issue?
We only want to see the unanswered calls that were addressed to our self, not the unanswered calls from our colleagues.
Jordan F commented
Important feature for auditing our support environment.
Andreas Hagendorf commented
This is very much needed!
I just want to see who called that we missed - right now it is very random: Sometimes it shows a missed call and sometimes it doesn't. Sometimes it shows after a restart of Teams App and sometimes it doesn't. Sometimes a new missed call will show after a Teams App restart, but then no more will show.
This is most important feature, Please bring this feature ASAP.
Call History for Call Queues is critical information that all of our customers require.
Jörg Burmann commented
This is essential! Please bring this feature asap!
Otto Dvorak commented
GET IT IN PLACE ASAP PLEASE.
Andreas Findeisen commented
I totally support this uservoice. Our clients and we ourselves need this feature ASAP.
For those reading this comment in the future, I found reference an interesting line in the documentation for "Manage your support call queue in Teams". They have indicated "Shared agent call queue history will be available in an upcoming release." Would be good if we could get an official update here on the ETA. Please continue to vote for this issue.
I have no idea if this will achieve anything, but I have posted this issue on twitter in an attempt to get it more attention. Maybe if we make our comments more public (instead of being ignored on UserVoice) we may get somewhere. https://twitter.com/aholl29/status/1397753609396228098
Please add this ASAP! This was suggested in 2019! You are so close to fixing major issues with Microsoft Phone System in general, but Call Queues have been the bane of our exitance! Even with the introduction of Call Queues in Teams Channels in March 2021 this issue still exists! In the Call Queue Teams Channel Agents can still only see THEIR call history. It is imperative that all agents see the same call history for the call queue (Incoming/Outgoing/Missed/Voicemail). It makes ZERO sense that the history be segregated to each user. Users are all employed by the same company, invited to the same "Team", and allocated to the same Call Queue. There is no need for privacy between agents in a Call Queue configuration, or to hide data amongst users in a Team/Call Queue.
It is really necessary to have this feature asap - at least to see missed calls so that you can call back is a must have!