Call queues missed calls history

Dear Josiah D. Crosby,

Good day! Thank you for posting in the Microsoft Community. We will be happy to help you.

To view the call history for a specific call queue in Microsoft Teams, you can use the Queues app or the Teams admin center.

Here’s how you can view call history and what information you can find:

1. Using the Queues App: Go to the Teams app and select the call queue you want to manage > Click on the Calls tab under Manage queue > Here, you can see past calls, including missed calls and voicemails. See Use the Queues app for Microsoft Teams - Microsoft Support [2c79-8d31-2b1-a5a1].
2. Using the Teams Admin Center: Navigate to the Teams admin center > Go to Voice > Call queues > Select the call queue you want to view > You can access detailed call analytics and history here. Please refer to Auto attendant and Call queue historical reports - Microsoft Teams | Microsoft Learn.

In the call history, you can typically find; who called and their contact details, how long the call lasted, whether the call was answered, missed, or went to voicemail) and Which agent handled the call and their performance metrics. You can filter and search for specific calls based on various criteria such as: Filter calls by specific dates or time ranges, Filter by answered, missed, or voicemail, Filter by the agent who handled the call.

Access to call history and analytics is typically controlled by permissions set in the Teams admin center. Only users with the appropriate roles (e.g., Teams admin, call queue manager) can view detailed call history and analytics. You can also use voice applications policies to control which users can access historical reports.

I hope this helps! Let me know if you have any other questions or need further assistance. Please understand that our initial response may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution. Thank you for your cooperation.