Microsoft Teams: Shared call history in Queues app [MC1188999]

Message ID: MC1188999

[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.

[How this affects your organization:]

Who is affected:

• Organizations using Microsoft Teams Queues app on desktop, web, and Mac.
• Users with appropriate permissions and a Teams Premium license.

What will happen:

• Queue members will be able to view shared call history for all missed, incoming, and outgoing calls.
• Feature is disabled by default; admins must enable it in Teams Admin Center (TAC).
• Admins can grant shared call history access to all queue members or restrict access to authorized users only.
• Known limitation: Tenant migration is not supported for Queues call history. If your organization moves to a new region, existing history will not transfer; a new history will begin. Support for migration will be added in a future update.

[What you can do to prepare:]

• Enable shared call history in Teams Admin Center.
• Configure permissions for queue members or authorized users.
• Communicate this change to your helpdesk and affected users.
• Update internal documentation to reflect this feature.

Learn more:

• Plan for Teams Auto attendants and Call queues (will be updated before rollout)
• Create a Call queue in Microsoft Teams (will be updated before rollout)

[Compliance considerations:]

No compliance considerations identified; review as appropriate for your organization.

Source: Microsoft

Latest Posts