{"id":11580,"date":"2026-01-19T21:38:57","date_gmt":"2026-01-20T02:38:57","guid":{"rendered":"https:\/\/johndeletre.blog\/2026\/01\/history-of-shared-call-queues\/"},"modified":"2026-01-19T21:42:54","modified_gmt":"2026-01-20T02:42:54","slug":"history-of-shared-call-queues","status":"publish","type":"post","link":"https:\/\/johndeletre.blog\/en\/2026\/01\/history-of-shared-call-queues\/","title":{"rendered":"History of shared call queues"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11580\" class=\"elementor elementor-11580 elementor-11570\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2f6f05e e-flex e-con-boxed e-con e-parent\" data-id=\"2f6f05e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a67338c elementor-widget elementor-widget-text-editor\" data-id=\"a67338c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>With the arrival of <strong>Shared Call Queue History<\/strong> <em>(currently in Public Preview)<\/em>, Teams finally offers a unified, shared view of a queue&#8217;s call history &#8211; an improvement long-awaited by agents and supervisors alike.<\/p><div><h4>\ud83c\udfaf Why is this feature important?<\/h4><div><p>In environments where several agents answer calls from the same queue, the absence of a shared history often resulted in :<\/p><ul><li>inconsistent follow-up between agents,<\/li><li>duplicate (or forgotten) reminders,<\/li><li>a fragmented view of queue performance,<\/li><li>a difficulty for supervisors in ensuring proactive supervision.<\/li><\/ul><p><strong>Shared Call Queue History<\/strong> solves these problems by providing <strong>complete, collaborative traceability<\/strong> of every interaction managed by a Teams call queue.<\/p><\/div><h4>\ud83d\udd0d What Shared Call Queue History can do for you<\/h4><div><p>Once activated, the feature provides access to a centralized history of the following activities:<\/p><h5><strong>\ud83d\udcde Missed calls<\/strong><\/h5><ul><li><strong>abandonment<\/strong> (the customer hangs up before the agent answers),<\/li><li>calls expired or redirected by exception rules (timeout, overflow, <em>no agents<\/em>).<\/li><\/ul><p>These events are now visible in the shared history, enabling efficient follow-up of any necessary reminders.<\/p><div><h5><strong>\ud83d\udcf2 Answered and outgoing calls<\/strong><\/h5><ul><li>calls answered by agents,<\/li><li>calls made <strong>on behalf of the queue<\/strong>.<\/li><\/ul><p>This visibility makes it possible to understand the entire customer journey and the work carried out by the team.<\/p><h4>\ud83d\udc65 Who can see the history?<\/h4><p><style>\na {<br\/>    text-decoration: none;<br\/>    color: #464feb;<br\/>}<br\/>tr th, tr td {<br\/>    border: 1px solid #e6e6e6;<br\/>}<br\/>tr th {<br\/>    background-color: #f5f5f5;<br\/>}<br\/><\/style><\/p><div><p>Access is controlled by <strong>Shared Call Queue History Templates<\/strong>, configurable via PowerShell or via the new sub-menu under the Voice tab in Teams Admin Center: <strong>templates and resources<\/strong>. These templates can be used to define : <\/p><ul><li>Who can see missed calls<\/li><li>Who can view answered and outgoing calls<\/li><li>Level of access for agents versus authorized users<\/li><\/ul><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07b30d7 elementor-widget elementor-widget-image\" data-id=\"07b30d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-scaled.png\" data-elementor-open-lightbox=\"yes\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6MTE1ODIsInVybCI6Imh0dHBzOlwvXC9qb2huZGVsZXRyZS5ibG9nXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI2XC8wMVwvU2hhcmVkQ2FsbGluZ19UZW1wbGF0ZS1zY2FsZWQucG5nIn0%3D\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2560\" height=\"1315\" src=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-scaled.png\" class=\"attachment-full size-full wp-image-11582\" alt=\"\" srcset=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-scaled.png 2560w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-300x154.png 300w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-1024x526.png 1024w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-768x395.png 768w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-1536x789.png 1536w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_Template-2048x1052.png 2048w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9ba0bf elementor-widget elementor-widget-text-editor\" data-id=\"a9ba0bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Once the template has been created, you can associate it with a queue in its general section (see screenshot below).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f547052 elementor-widget elementor-widget-image\" data-id=\"f547052\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration.png\" data-elementor-open-lightbox=\"yes\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6MTE1ODMsInVybCI6Imh0dHBzOlwvXC9qb2huZGVsZXRyZS5ibG9nXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI2XC8wMVwvU2hhcmVkQ2FsbGluZ19RdWV1ZUNvbmZpZ3VyYXRpb24ucG5nIn0%3D\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1605\" height=\"337\" src=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration.png\" class=\"attachment-full size-full wp-image-11583\" alt=\"\" srcset=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration.png 1605w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration-300x63.png 300w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration-1024x215.png 1024w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration-768x161.png 768w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_QueueConfiguration-1536x323.png 1536w\" sizes=\"(max-width: 1605px) 100vw, 1605px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d317401 elementor-widget elementor-widget-text-editor\" data-id=\"d317401\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Once the queue has been correctly configured in the Queue application, you&#8217;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. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dba4416 elementor-widget elementor-widget-image\" data-id=\"dba4416\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-scaled.png\" data-elementor-open-lightbox=\"yes\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6MTE1ODQsInVybCI6Imh0dHBzOlwvXC9qb2huZGVsZXRyZS5ibG9nXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI2XC8wMVwvU2hhcmVkQ2FsbGluZ19UZWFtc0NsaWVudC1zY2FsZWQucG5nIn0%3D\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"2560\" height=\"1276\" src=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-scaled.png\" class=\"attachment-full size-full wp-image-11584\" alt=\"\" srcset=\"https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-scaled.png 2560w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-300x150.png 300w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-1024x510.png 1024w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-768x383.png 768w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-1536x766.png 1536w, https:\/\/johndeletre.blog\/wp-content\/uploads\/2026\/01\/SharedCalling_TeamsClient-2048x1021.png 2048w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63452bf elementor-widget elementor-widget-text-editor\" data-id=\"63452bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4><img decoding=\"async\" class=\"emoji\" role=\"img\" draggable=\"false\" src=\"https:\/\/s.w.org\/images\/core\/emoji\/17.0.2\/svg\/2699.svg\" alt=\"\u2699\ufe0f\">  Current prerequisites and limitations<\/h4><div><ul><li>As a reminder, the Queue application requires a <strong>Teams Premium<\/strong> license.<\/li><li>Available only to organizations participating in the <strong>Teams Public Preview<\/strong>.<\/li><li>Requires that the queue <strong>does not use a Teams channel as a membership method<\/strong>, as shared history is not compatible with this mode.<\/li><li><strong>Conference mode must be enabled<\/strong> in the queue configuration.<\/li><\/ul><h4><img decoding=\"async\" class=\"emoji\" role=\"img\" draggable=\"false\" src=\"https:\/\/s.w.org\/images\/core\/emoji\/17.0.2\/svg\/1f517.svg\" alt=\"\ud83d\udd17\">Sources<\/h4><ul><li><a href=\"https:\/\/www.microsoft.com\/en-us\/microsoft-365\/roadmap?id=530579\" target=\"_blank\" rel=\"noopener\">Microsoft 365 roadmap | ID 530579<\/a><\/li><li><a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/aa-cq-shared-call-queue-history\" target=\"_blank\" rel=\"noopener\">Microsoft Learn | Configuration Guide<\/a><\/li><\/ul><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>With the arrival of Shared Call Queue History (currently in Public Preview), Teams finally offers a unified, shared view of&hellip;<\/p>\n","protected":false},"author":1,"featured_media":11581,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[46],"tags":[214],"class_list":["post-11580","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft-teams-en","tag-queue"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>History of shared call queues &#062; JD. 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