Feature request: Historical Agent Activity Timeline for Microsoft Teams Queues

Hi everyone,

We're currently using the new Microsoft Teams Queues app for our IT Service Desk and are very pleased with the improvements Microsoft has introduced.

One capability we feel is still missing is a historical Agent Activity Timeline.

Today supervisors can only see an agent's current Opt-in/Opt-out status. There is no historical overview showing:

• When an agent opted in
• When an agent opted out
• Which agents were opted in at a specific moment
• Whether the change was made by the agent, a supervisor or automatically

This makes it difficult to investigate:

• Missed calls
• Queue performance
• SLA deviations
• Staffing questions
• Incident investigations

A simple historical timeline containing the timestamp, queue, agent and source of the status change would already provide tremendous value for supervisors and service desk managers.

We've submitted this as a feature request through the Microsoft Feedback Portal:

https://feedbackportal.microsoft.com/feedback/idea/2df346ee-bc89-f111-9b47-7c1e52444ef6

If you experience the same limitation, we'd really appreciate your vote.

I'm also interested in hearing how other organisations deal with this today. Are you using manual checks, screenshots or another workaround?

Thank you!

Romain Weimer
Head of ICT Operations and Support
Witteveen+Bos