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This article is for IT Pros and administrators who want to learn about Shared Call History for Call Queues and Auto Attendants.
Users require Queues App to access the features described in this article. See Queues App licensing.
Shared call history for call queues
Agents and supervisors are able to see an evolving history of missed calls, calls that are returned and voicemails that are listened to. Shared call history for call queues enables agents 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 agents.
When enabled, Shared call history for call queues allows Authorized users and agents to see the following activity for the queue:
- Missed calls (callers who abandon or callers sent to Shared voicemail when they timeout, 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, agents are able to:
- call back customers they miss calls from
- call back customers they received voicemails from
Shared call history for auto attendants
Authorized users and shared voicemail members are able to 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 planning article
Call priorities for call queues
Remaining planning articles
- Recording calls
- Templates and resources
- Business decisions for Teams Phone agents, Auto attendants, and Call queues
- Nesting call flows
- Reporting Considerations
- Technical prerequisites and licensing requirements
- Design call flows
- Supported configurations
- Getting started