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:

In development

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 inefficiencies in call management.
   - 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

Data Migration Issues
Without preparation, organizations migrating to a new region may lose existing call history, causing disruptions in service and loss of important data for queue members.
   - roles: Queue Members, IT Administrators
   - references: https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Permission Misconfiguration
If admins enable shared call history without properly configuring permissions, 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/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

Increased Support Tickets
The introduction of shared call history may lead to an increase in support tickets if users encounter issues or have questions about the new feature, overwhelming the helpdesk.
   - roles: Helpdesk Staff, Queue Members
   - references: https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379

User Experience Disruption
If the feature is rolled out without adequate training or documentation, users may experience frustration and decreased productivity due to lack of understanding of the new functionality.
   - roles: Queue Members, IT Administrators
   - references: 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 allows all queue members to access a unified view of call events, which can lead to improved collaboration and quicker response times. This is particularly beneficial for customer service teams who need to follow up on missed calls efficiently.
   - next-steps: Enable the shared call history feature in the Teams Admin Center and communicate the change to all queue members. Provide training sessions to ensure all users understand how to utilize the new feature effectively.
   - roles: Customer Service Representatives, Team Leaders, IT Administrators
   - 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

Improved User Experience through Centralized Information
By providing a centralized view of call history, the shared call history feature enhances the user experience for queue members, reducing the time spent searching for call information and improving overall productivity.
   - next-steps: Update internal documentation to reflect the new feature and create user guides or FAQs to assist users in navigating the shared call history.
   - roles: Customer Service Managers, Operations Managers, IT Support Staff
   - 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

Streamlined IT Administration and Support
The ability to configure permissions for shared call history access allows IT administrators to manage user access efficiently, ensuring that sensitive information is only available to authorized personnel, which can reduce support queries related to call history access.
   - next-steps: Establish a clear policy for who should have access to shared call history and implement this in the Teams Admin Center. Provide training for IT staff on managing these permissions effectively.
   - roles: IT Administrators, Compliance Officers, 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

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**

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