MC1188999 – Microsoft Teams: Shared call history in Queues app

Product:

Microsoft 365 admin center, Teams, Teams Premium, Windows

Platform:

Mac, Online, Web, Windows Desktop, World tenant

Status:

Rolling out

Change type:

New feature, User impact, Admin impact

Links:

530579

Details:

Summary:
Microsoft Teams Queues app will introduce shared call history for queue members to view all call events. Rolling out January–February 2026, the feature is disabled by default and requires Teams Premium license and admin enablement. Tenant migration of call history is not supported initially.

Details:
[Introduction]
We're introducing shared call history in 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.

This message is associated with Roadmap ID 530579 and applies to Teams for Windows desktop and Teams for Mac desktop.
[When this will happen:]
Targeted Release: Rolling out early January 2026, expected completion by mid-January 2026.
General Availability (Worldwide): Rolling out mid-January 2026, expected completion by early February 2026.

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

Created:
2025-11-22

updated:
2025-11-22

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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MS workload name

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linked item details

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Pictures

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summary for non-techies**

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Direct effects for Operations**

Shared Call History Access
If the shared call history feature is enabled without proper communication and training, users may be confused about how to access and utilize the new feature, leading to frustration and inefficiency in handling calls.
   - roles: Queue Members, Helpdesk Staff
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379 " target="_blank" rel="nofollow noopener noreferrer">https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379

Data Migration Issues
Without preparation, organizations migrating to a new region may lose existing call history, resulting in a lack of important call data for queue members, which can hinder operational efficiency.
   - roles: Queue Members, IT Administrators
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Permission Misconfiguration
If permissions for shared call history are not configured correctly, unauthorized users may gain access to sensitive call data, leading to potential data privacy issues.
   - roles: IT Administrators, Queue Members
   - references: https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Increased Support Tickets
The introduction of shared call history without adequate preparation may lead to an increase in support tickets as users encounter issues or have questions about the new feature.
   - roles: Helpdesk Staff, Queue Members
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Internal Documentation Gaps
Failure to update internal documentation regarding the new feature may result in users not having access to necessary guidance, leading to inefficient use of the Teams Queues app.
   - roles: IT Administrators, Queue Members
   - references: https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Configutation Options**

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Opportunities**

Enhanced Collaboration and Responsiveness
The shared call history feature in the Teams Queues app will enable team members to have a unified view of all call events, which can significantly improve collaboration and operational responsiveness. Teams can follow up on calls more effectively, ensuring that no important communication is missed, thereby enhancing user experience and customer service.
   - next-steps: Train queue members on how to access and utilize the shared call history effectively. Create guidelines for best practices in using this feature to enhance collaboration.
   - roles: Customer Service Representatives, Team Leaders, IT Support Staff
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info" target="_blank" rel="nofollow noopener noreferrer">https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379 " target="_blank" rel="nofollow noopener noreferrer">https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379

Improved Call Management
With the shared call history, queue members can manage calls more effectively by having access to a comprehensive log of missed, incoming, and outgoing calls. This visibility can help in identifying trends in call volume and customer inquiries, leading to better resource allocation and planning.
   - next-steps: Analyze call data to identify patterns and adjust staffing or training accordingly. Implement regular reviews of call history to improve service delivery.
   - roles: Operations Managers, Call Center Managers, Data Analysts
   - references: https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579, https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info" target="_blank" rel="nofollow noopener noreferrer">https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info

Customizable Access Control
The ability to grant access to shared call history for all queue members or restrict it to authorized users allows for better control over sensitive information. This can enhance security and ensure that only relevant team members have access to call data, thereby reducing the risk of information leaks.
   - next-steps: Review and configure permissions in the Teams Admin Center to align with organizational policies. Communicate changes in access control to all relevant stakeholders.
   - roles: IT Administrators, Compliance Officers, Team Managers
   - references: https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379, https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info" target="_blank" rel="nofollow noopener noreferrer">https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info

Potentional Risks**

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Data Protection**

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IT Security**

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Hypothetical Work Council Statement**

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DPIA Draft**

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explanation for non-techies**

Microsoft Teams is rolling out a new feature in its Queues app that will allow members to view a shared call history. Think of it like a shared email inbox where everyone can see all the messages, but instead of emails, it's all the call events—missed, incoming, and outgoing—within a call queue. This means that everyone in the team can stay on the same page about what calls have been made or missed, making it easier to follow up and respond quickly.

This feature will be available starting in January 2026 and will require a Teams Premium license. However, it won't be turned on automatically. Just like how you might need to turn on notifications for a new app on your phone, an admin will need to enable this feature in the Teams Admin Center. They can decide whether everyone in the queue can see the call history or if only certain people can access it.

One thing to keep in mind is that if your organization moves to a new region, the existing call history won't move with you. It's like moving houses and starting fresh with a new address book. The history will start anew, but support for moving the history will be added later.

For those managing teams, it's important to let your helpdesk and users know about this change and update any internal guides or documentation. This way, everyone will be prepared and know how to use the new feature effectively.