Teams Voice Call Queues: Shared Call History

Details

Shared Call History for Call Queues gives call queue members and supervisors a collective view of information about incoming and/or outbound calls. This feature can be implemented on an new or existing call queues. Depending on the request, the shared call history can either limit or provide additional information about Incoming and/or Outbound Calls.  The provided information can include:

Incoming Calls

• Missed Calls
  • Abandoned - Caller hangs up before call is answered or timing out.
  • Call Exceptions - When calls have reached time-out, overflow, or no agents and then directed to voice mail
• Shared Voice Mails
• Status of each call log (in-progress, resolved, or unresolved)
• Call Duration and Times
• Call Participants

Outbound Calls

• Call back customers with missed calls
• Call back customers who were redirected to voice mail

Who Can See Shared Call Queue History?

• Only Supervisors
  ~ OR ~
• Supervisors and Call Queue Members

How Do I Request This?

Sharing Call History for Call Queues can be requested when creating a new call queue or added to an existing call queue. If you would like to add this to an existing call queue, please fill out the Request Call Queue Update or Removal form. If you are considering having a call queue created for your team, you can request activating shared call history when filling out the Request New Dept/Group Call Queue form. 

In your request form, be sure to mention:

• What is the Call Queue Name?
• Which call history information would you prefer to be seen?
• Who do you want to view the call history information?

Locate Queues App

By default the Queues App will be enabled onto a users account if they meet the prerequisite requirements.

1. The app will first appear on the left column under the "..." button.
2. Within the pop-out menu, locate the Queues App and Right Mouse Click to Pin the app onto the left icon column.