530579 – Microsoft Teams: Shared call history in Queues app

Product:

Teams

Platform:

Mac, Windows Desktop, World tenant

Status:

Rolling out

Change type:

Links:

MC1188999

Details:

Queues app now supports shared history for all missed, incoming, and outgoing calls in a queue. This new feature provides greater visibility and collaboration by allowing users to view a complete call history across the team. Shared history can be enabled by your Teams admin, who can choose to grant access to either: All members of the queue, or Only authorized users

Change Category:
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Scope:
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Release Phase:
General Availability, Targeted Release

Created:
2025-11-18

updated:
2026-01-09

Docu to Check

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

Please, look at the most relevant linked item for details

explanation for non-techies**

Imagine you're part of a team that handles customer service calls. In the past, if a customer called and you missed it, only you would know about it unless you told someone else. This could lead to situations where a customer might call back and speak to a different team member who has no idea about the previous missed call. It’s like having a single notebook where only you can see the notes, making it hard for others to pick up where you left off.

With the new feature in Microsoft Teams' Queues app, think of it as having a shared notebook that everyone in your team can access. This shared call history allows everyone in the team to see all missed, incoming, and outgoing calls. It’s like a logbook that records every call interaction, so if a customer calls back, any team member can quickly see what happened before and provide a seamless experience.

This feature is particularly useful for teams that need to collaborate closely and ensure that no call or customer query falls through the cracks. The Teams admin can set this up to allow either all members of the queue or only specific authorized users to view this shared history. This way, you can ensure that sensitive information is only visible to those who need it, much like having different levels of access to a shared document.

In essence, this change is about improving communication and collaboration within your team, making sure everyone is on the same page and can provide consistent service to customers.