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Shared call history for Call queues

  • Applies to: Microsoft Teams

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
  • 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

Note

Agents and Authorized users require Queues App in order to see the shared call history for call queue information.

Incoming Missed Calls

Incoming missed calls are calls that:

  • abandon - caller hangs up before being answered, or before timing out
  • call exceptions - calls that receive the time-out, overflow, or no agents treatment where the destination is Shared voicemail

Answered And Outbound

Calls that are answered by agents in the queue and outbound calls made by the agents on-behalf-of the queue.

Call queue nesting

If a call arrives in call queue A and exception handling (overflow, timeout, no agents) redirects it to call queue B, the missed and answered call history is associated with call queue B.

Note

Shared call history for call queues requires that Conference mode is enabled.

Shared call history templates

A shared call history template defines the type of call queue history that's available and who can see it.

The same shared call history template can be used across multiple call queues.

When a shared call history template is changed, all the call queues that reference the template are also changed.

Create the Shared call history template

  1. In the Microsoft Teams admin center, go to Voice > Templates and resources.
  2. Select Templates.
  3. Select Shared call history as the template type.
  4. Select Add to create a new Shared call history template.
  5. Enter a name for the template.
  6. Enter a description for the template.
  7. Select the appropriate Incoming missed calls permission level.
  8. Select the appropriate Answered and outbound calls permission level.
  9. Select Save

Assign the template to the Call queue

  1. In the Microsoft Teams admin center, go to Voice > Call queues.
  2. Select the call queue you want to have shared call history for.
  3. On the General info tab, scroll to find the Shared call history template section.
  4. Select the appropriate shared call history template from the drop-down.
  5. Select Submit

PowerShell Examples

Authorized users see incoming missed calls

Enable authorized users to see incoming missed call queue history 
New-CsSharedCallQueueHistoryTemplate -Name "Auth Users – Missed call history" -Description "Auth users see missed call history" -IncomingMissedCalls AuthorizedUsersOnly

Authorized users and agents see incoming missed calls

Enable authorized users and agents to see incoming missed call queue history 
New-CsSharedCallQueueHistoryTemplate -Name "Everyone – Missed call history" -Description "Everyone sees missed call history" -IncomingMissedCalls AuthorizedUsersAndAgents

Authorized users see outgoing and answered calls

Enable authorized users to see outgoing and answered call queue history 
New-CsSharedCallQueueHistoryTemplate -Name "Auth Users – Answered and outgoing" -Description "Auth users see answered and outgoing call history" -AnsweredAndOutboundCalls AuthorizedUsersOnly

Authorized users and agents see outgoing and answered calls

Enable authorized users and agents to see outgoing and answered call queue history 
New-CsSharedCallQueueHistoryTemplate -Name "Everyone – Answered and outgoing" -Description "Everyone sees answered and outgoing call history" -AnsweredAndOutboundCalls AuthorizedUsersAndAgents

Authorized users see incoming missed calls, outgoing calls, and answered calls

Enable authorized users to see incoming, outgoing, and answered call queue history 
New-CsSharedCallQueueHistoryTemplate -Name "Auth Users – Missed and answered and outgoing" -Description "Auth users see missed, answered and outgoing call history" -IncomingMissedCalls AuthorizedUsersOnly -AnsweredAndOutboundCalls AuthorizedUsersOnly

Authorized users and agents see incoming missed calls, outgoing calls, and answered calls

Enable authorized users and agents to see incoming, outgoing, and answered call queue history 
New-CsSharedCallQueueHistoryTemplate -Name "Everyone – Missed and answered and outgoing" -Description "Auth users and agents see missed, answered and outgoing call history" -IncomingMissedCalls AuthorizedUsersAndAgents -AnsweredAndOutboundCalls AuthorizedUsersAndAgents

Assign a Shared call queue history template to a call queue

To assign an existing shared call queue history template to a call queue 
Get-CsSharedCallQueueHistoryTemplate | Select-Object Id, Name

Set-CsCallQueue -Identity <CallQueueGUID> -SharedCallQueueHistoryTemplateId <ID from above>

There are two ways to get the CallQueueGUID:

  1. Edit the call queue in Teams Admin Center. The GUID is in the URL:

https://admin.teams.microsoft.com/call-queues/v2/edit/e01a9a6a-6d9b-4faf-b278-019d0868d35c

  1. Use Get-CsCallQueue | Select-Object Identity, Name to list the first 100 call queues. To list more call queues, see Get-CsCallQueue

Create a Call queue in Microsoft Teams

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