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.
šÆ 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.
š What Shared Call Queue History can do for you
Once activated, the feature provides access to a centralized history of the following activities:
š 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.
š² 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.
š„ 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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