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Access to this page requires authorization. You can try changing directories.
This article is for IT pros and administrators who want to learn about Shared Call History for call queues and auto attendants.
Important
Users require Queues App to access the features described in this article. See Queues App licensing.
Shared Call History for call queues
Representatives (agents) and supervisors can see an evolving history of missed calls, calls that are returned, and voicemails that are listened to. Shared Call History for call queues enables representatives to ensure that every call that takes place within a call queue is handled efficiently. It also enables supervisors to better track and manage the activities of their representatives.
When enabled, Shared Call History for call queues allows authorized users and representatives to see the following activity for the queue:
- Missed calls (callers who abandon or callers sent to shared voicemail when they time out, overflow, or receive the no-agents treatment).
- Shared voicemails.
- Status of each call log, whether it's in-progress, resolved, or unresolved.
- Call times and duration.
- Call participants.
With Shared Call History for call queues, representatives can:
- Call back customers whose calls they missed.
- Call back customers who left voicemails.
Shared Call History for auto attendants
Authorized users and shared voicemail members can see a history of actions on shared voicemails.
Amount of history shown
Shared Call History shows the last 3,000 entries, or 6 months of calls, per auto attendant or call queue.
Licensing requirements
Next step
Remaining planning articles
- Recording calls
- Templates and resources
- Business decisions for Teams Phone Agents, Auto Attendants, and Call Queues
- Nested call flows
- Reporting considerations
- Technical prerequisites and licensing requirements
- Design call flows
- Supported configurations
- Getting started