Forum Discussion
Agents in Call Queues are not able to see missed call history
Calls to two different Call Queues are sent to Teams Channel and also to Users and Group. but none of the agents could able to see the Missed calls history (any call queue call history). This feature is not available in MS Teams yet?
- The call history that you see in Teams Channels connected Call Queues are personal for the agent, so if the agent was not signed in, and was not offered a call from the CQ, then the call will not be shown as missed for that agent. The same with answered calls, agents will only see their own.
Unfortunately this feature with shared called history for Call Queues is not available yet, I hope that Microsoft will come with an update soon.
Please vote and comment here:
https://feedbackportal.microsoft.com/feedback/idea/1dcbb38c-4ebe-ed11-83ff-000d3a1f8608- Don't hold your breath..its been 3 years so far
Use the Queues app for Microsoft Teams - Microsoft Support
It seems that it will be available with the new Teams Queues App and Teams Premium- It is actually still missing any missed calls that don't leave a voicemail. "Currently, call history includes the past calls that you have picked up or calls that you have missed that have a voicemail." It is terrible they still haven't released this basic functionality and very concerning that they are clearly not even working on it.
- There are third party apps available that offer in depth missed call reporting, if you search in the app store for call analytics you may find something suitable.
You can also try having a look at www.analytics-365.com
Hope this helps This was added in 1449/1.0.94.2024101709
This is not true - I just tested with this version - No missed call notification
