With the arrival of Shared Call Queue History (currently in Public Preview), Teams finally offers a unified, shared view of a queue’s call history – an improvement long-awaited by agents and supervisors alike.
🎯 Why is this feature important?
In environments where several agents answer calls from the same queue, the absence of a shared history often resulted in :
- inconsistent follow-up between agents,
- duplicate (or forgotten) reminders,
- a fragmented view of queue performance,
- a difficulty for supervisors in ensuring proactive supervision.
Shared Call Queue History solves these problems by providing complete, collaborative traceability of every interaction managed by a Teams call queue.
🔍 What Shared Call Queue History can do for you
Once activated, the feature provides access to a centralized history of the following activities:
📞 Missed calls
- abandonment (the customer hangs up before the agent answers),
- calls expired or redirected by exception rules (timeout, overflow, no agents).
These events are now visible in the shared history, enabling efficient follow-up of any necessary reminders.
📲 Answered and outgoing calls
- calls answered by agents,
- calls made on behalf of the queue.
This visibility makes it possible to understand the entire customer journey and the work carried out by the team.
👥 Who can see the history?
Access is controlled by Shared Call Queue History Templates, configurable via PowerShell or via the new sub-menu under the Voice tab in Teams Admin Center: templates and resources. These templates can be used to define :
- Who can see missed calls
- Who can view answered and outgoing calls
- Level of access for agents versus authorized users
Once the template has been created, you can associate it with a queue in its general section (see screenshot below).
Once the queue has been correctly configured in the Queue application, you’ll see a list of missed, answered and outgoing calls, as illustrated below. For missed calls, a sub-menu also allows you to check whether an agent has already processed the follow-up or not.
Current prerequisites and limitations
- As a reminder, the Queue application requires a Teams Premium license.
- Available only to organizations participating in the Teams Public Preview.
- Requires that the queue does not use a Teams channel as a membership method, as shared history is not compatible with this mode.
- Conference mode must be enabled in the queue configuration.
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