How to enable call history in Teams queues

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Introduction

Microsoft has just introduced a feature that allows call history to be shared within the Microsoft Teams Queues app. This feature provides queue members with a unified view of all call events—missed, incoming, and outgoing—within a call queue. By enabling shared history, teams can access consistent, up-to-date information, follow up efficiently, and improve operational responsiveness.

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Prerequisites

Microsoft Teams telephony enabled

• A configured call queue.
• Teams Queues App deployed.

Administrator role

• An account with the Global Administrator or Teams Administrator role to access the Microsoft Teams Admin Center.

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Step 1 : Sign in to the Microsoft Teams Admin Center

Sign in to the Microsoft Teams Admin Center by opening your web browser to https://admin.teams.microsoft.com.

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Step 2 : Create a shared call history template

In the left menu, click Voice, then Templates and resources, and create a new template.

Choose the Authorized users and agents option for both attributes.

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Step 3 : Apply the template to the queue

In the left menu, click Voice, then Call queues, and edit your queue …

… and add the template.

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Step 4 : Validate the result

Open the Microsoft Teams Queues App and join the queue. New calls will now be visible in the History.

It becomes possible to track missed calls by applying a status to the call.

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Conclusion

You now know how to enable call history in Teams queues.

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Sources

Microsoft Learn - Shared call history

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