Call history helps you track past calls in a call queue. You can review activity, follow up on missed calls, and call someone back when needed.
In this article: Learn about personal and shared call history, how to view calls, update call status, filter the list, and view call details.
Personal call history (default)
Personal call history shows only your own calls. This includes:
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Calls the agent answered
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Calls the agent made
Use this view when you only need to track your own work.
Shared call history (optional)
Shared call history shows calls for the whole queue. This includes:
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Missed calls across the queue
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Calls that resulted in voicemails
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Incoming and outgoing calls handled by any agent in the queue
Use this view to coordinate follow-ups and avoid calling the same person twice.
Note:Â A Teams admin must turn on shared call history. For details, see Shared Call History for Call Queues - Microsoft Teams | Microsoft Learn.
View call history
To view call history:
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Open the Queues app.
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Under Manage queue, select Calls.
The call history list shows missed calls, calls that went to voicemail, and other recent activity.
Manage call history
You can update call status to track your progress:
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Missed calls start as Unresolved.
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Update the status to In progress when you are working on a follow-up.
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Change the status to Resolved when the issue is handled.
You can also filter the call list to find what you need:
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Missed calls
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Answered calls
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Outgoing calls
Filters make it easier to prioritize and manage call queue activity.
View call details
Select a call to see details like:
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Caller number
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Time and date of the call
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Call type (Missed, Answered, or Outgoing)
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Call status (Unresolved, In progress, or Resolved)
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Associated voicemail (if available)
Call back from call history
To call someone back:
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Select a call from the list.
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Select Call.
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The call uses the queue’s calling ID (if set up). Otherwise, it uses your caller ID.
