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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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  • Anonymous commented  ·   ·  Flag as inappropriate

    Come on MS - Teams can't be a serious PBX replacement without basic calls stats!!!

  • maren commented  ·   ·  Flag as inappropriate

    Please add this feature to MS Teams ASAP. It is causing confusion

  • Arsen Saydaliev commented  ·   ·  Flag as inappropriate

    Please add this feature in MS Teams asap!. Otherwise this is creating a lot of confusion to a lot of agents in our company!

  • Piet commented  ·   ·  Flag as inappropriate

    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.

  • Paul commented  ·   ·  Flag as inappropriate

    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.

  • Doug commented  ·   ·  Flag as inappropriate

    Call History for Call Queues is critical information that all of our customers require.

  • Adam commented  ·   ·  Flag as inappropriate

    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.
    https://support.microsoft.com/en-us/office/manage-your-support-call-queue-in-teams-9f07dabe-91c6-4a9b-a545-8ffdddd2504e

  • Adam commented  ·   ·  Flag as inappropriate

    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.

  • CK commented  ·   ·  Flag as inappropriate

    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!

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