Allow Agents to View Queue Call Logs in the Cloud Voice App

Give the agents in a queue access to that queue’s call history so they can review incoming and missed calls straight from the Cloud Voice App. You decide which agents get access and how much of the queue’s activity each one can see.

A queue is a shared line that hands incoming calls to a group of agents. By default an agent sees only their own call history, not the queue’s shared history. The permission below is what turns that queue-wide view on.

Configure queue call log access

1. Sign in to the PBX (Private Branch Exchange, your hosted phone system) web portal and go to Call Features > Queue.

2. Click the edit icon next to the queue you want to configure, then open the Queue Panel Permissions tab.

   Note

   Queue Panel Permissions apply to this one queue only. If you want agents to see the logs for more than one queue, repeat these steps for each queue.

3. Scroll down to the Agents section and set the following.

   a. Select the Queue Call Logs checkbox.

   

   b. Define who can view the logs and how much they can see, using the two settings below.

   Member: controls which agents are allowed to open the queue’s call logs.

   • All: every agent assigned to the queue can view its call logs.
   • Specified Agent: only the agents you select can view the logs.

   

   Tip

   Pick Specified Agent when only leads or supervisors should see the shared queue history. Granting access to just the people who need it keeps customer call data on a need-to-know basis.

   View Range: controls which of the queue’s call logs the authorized agents can see.

   • All: agents see every call log, including both answered (incoming) and missed calls.
   • Incoming call: agents see the logs for answered queue calls only. Narrow the scope further with:
     • Personal Only: each agent sees only the calls they personally answered.
     • All Agents: agents see every call answered by any agent in the queue.
   • Missed call: agents see the logs for missed queue calls, along with the processing status of each missed call.

   Caution

   With Incoming call > All Agents selected, agents can only view queue call logs that were recorded after this feature was added to your system. Older, historical queue calls from before that point are not accessible.

4. Click Save.

Result

The authorized agents can now review the queue’s call history in the Cloud Voice App under Call Logs. The view is available across the web, desktop, and mobile versions of the app.