Forum Discussion
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 sti...
During our internal discussions we realised this request is not only about reporting, but primarily about operational troubleshooting.
For example:
- A queue suddenly starts missing calls.
- A supervisor notices an unexpected drop in service level.
- An agent reports they were opted in all morning.
Today there is no historical record to verify what actually happened.
Being able to see who was opted in, when the status changed, and how it changed (agent, supervisor or automatic) would significantly reduce investigation time and provide much more confidence when analysing incidents.
I'm interested to hear whether other organisations using Teams Queues have experienced similar situations.