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).
ThatGuyAgain
shared this idea
23 comments
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Helen Christina
commented
This is a very much required feature for call queues, tracking and missed calls are important for some businesses and it will be great if this is available.
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Ashley
commented
This is a major deficiency. Agents need to see missed calls and as most callers do not leave voice mails then the agent doesn't have any details of the missed and abandoned caller.
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Florian
commented
any updates here?
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Anonymous
commented
It is completely necessary
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GARCIA
commented
We need to know who answer calls, a lot of customers complain
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Anonymous
commented
This is required to take Teams Voice seriously as a phone system
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Anonymous
commented
It is really required feature.
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Anonymous
commented
A real requirement
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Dan
commented
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
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Paul
commented
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.
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Henry
commented
Lacking this feature makes it impossible to know who is calling unless the client leaves a voicemail. This basic feature needs to be added.
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Anonymous
commented
Reporting is basically useless for any business that takes their phone system seriously.
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Stuart
commented
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.
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Floris
commented
Please add this (imho) basic feature asap
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Anonymous
commented
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. -
John Kerr
commented
a feature that is needed for potential customers
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Heff
commented
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).
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Heath
commented
Please bring this release out
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Tobias Blessing
commented
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...
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Kailash Kalyani
commented
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.