Hello, is there a way to see call que calls history?

It looks like they just released a half-baked product and then just forgot about it ?!Not even anything in the roadmap about adding the missing features. They call this collaborative calling but there are zero collaborative features like a shared call history.

After latest update with ability to add team channel as a call queue, missed calls still do not register in the call history of that queue. Only calls that left voice mails are on the list. Calls that had been answered by the agent are listed in the calls section/history of the agent app but not in queue channel call history.

DRplyco sums it up well. No missed calls and the Agent only see's their call history. The 'team' of agents is unable to see the collective activity, which I think it is the goal here. I've been looking at permissions to the Team and nothing comes to mind to solve this challenge. Could this be a bug?

Pretty poor rollout from what I can see. I had a look myself yesterday. From the screenshots I've seen, I don't get half the buttons across the top. I only see All and Voicemail. I thought I would see Incoming to show calls waiting in queue. Missed calls do show but only after I log out of Teams and then back in again. Hopefully things will improve as I thought this would be a useful tool.

DRplyco The new call queue view in the channel is also poorly available for me.There is no possibility for a refresh of the call queue and the call agents display, who has accepted which call is not yet coherent.I really hope that there will be an update soon, because there is not much you can do with it.

Call queues missed calls history | Microsoft Community Hub

53 Replies

chriswagner
Brass Contributor
Jun 28, 2022
Thats really poor from Microsoft... we are waiting since over a year for this already published and released feature.

Our alternative: Nimbus from Luware. Works also with Operator Connect.
- IkBenDeTimmerman
  Copper Contributor
  Jun 28, 2022
  Same here :-I Enabled this a few hours ago, agents are only seeing their own calls in the list.
Christoph Schoch
Copper Contributor
May 15, 2022
DRplyco - Hi, we have done a little tweak to see missed calls and this tool works pretty well to see missed calls in CQ, it's pretty straight forward, you can integrate caller identification (e.g. CRM/ERP if you want) and is pretty cheap (100.- a year up to 10 CQ monitored)....check it out, there are also new features coming like a "Task completed" button, so the agents know if one called back or you can even add comments...

https://twincapfirst.ch/teams-easy-call-report-en/
- guenti1974
  Copper Contributor
  May 16, 2022
  Christoph Schoch we also missing internal Callhistory (Teams to Callqueue). Is your Tool also reporting this Calls?
  - chriswagner
    Brass Contributor
    Nov 07, 2022
    Call queue is out of scope 😞
    https://techcommunity.microsoft.com/t5/microsoft-teams-public-preview/now-in-public-preview-detailed-call-history/m-p/3652420
Danie695
Copper Contributor
Apr 27, 2021
Other Issue, the queue status of collaborative calling refresh after two(!!) minutes the app selection.
This is causing a lot of confusion on my reception team that is now sure to be registered to the queue.
Torsten Küsters
Brass Contributor
Apr 01, 2021
DRplyco
The new call queue view in the channel is also poorly available for me.
There is no possibility for a refresh of the call queue and the call agents display, who has accepted which call is not yet coherent.
I really hope that there will be an update soon, because there is not much you can do with it.
- DRplyco
  Brass Contributor
  Apr 01, 2021
  Just discovered another issue: in the desktop app channel call queue call history you see the name of an agent who answered the call - for some reason you see your own name even if another agent answered the call
ChristianBergstrom
Silver Contributor
Mar 17, 2021
Hi, out of my experience here as we don't use it. But are you saying this isn't sufficient? https://docs.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports

I did read somewhere about "missed calls" though. That they can be seen in the TAC under Usage reports and PSTN & SMS. But as mentioned, nothing I've done or can verify.
- DRplyco
  Brass Contributor
  Mar 17, 2021
  Thanks! The solution should be much simpler: admin sees in the call history in the app all calls that came in to the AA or CQ service number and which user answered it or the call was missed
  - Zigie
    Copper Contributor
    Sep 01, 2022
    DRplyco
    What Admin (role) is needed, to display the complete call history?

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Call queues missed calls history

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