Queue Call History for Regular Queue Members

[ArneDery]

I would like to suggest adding a queue call history view to the 3CX Queue Manager Panel.

Currently, a regular queue user can see their own call history, but not the complete history of calls handled by the queue. To see that information, users need access to reporting functionality. For many regular queue members, giving access to reports is unnecessary and provides significantly more functionality than they need.

Use case​

For day-to-day queue operation, it is very useful to see:

• Which calls came into the queue
• When they came in
• Whether they were answered, missed or abandoned
• Which queue agent answered the call
• Basic information such as waiting time and talk time

This is particularly valuable for teams working in shifts. When the next shift starts, agents can quickly see what happened during the previous shift: which customers called, whether their calls were answered, and who handled them.

It also helps when a customer calls again. Instead of starting without context, the agent can immediately see that the customer previously called the queue and which colleague handled the earlier call.

Suggested implementation​

The Queue Manager Panel seems like the logical place for this functionality.

A simple Queue History tab could provide the operational call history for that queue, without exposing the full reporting environment.

Access could follow the existing queue permissions, so users only see history for queues they are authorized to access.

This would bridge the gap between personal call history and full reporting access and would be useful for support desks, sales teams, reception teams, service departments and other environments where multiple agents share a queue.

I have included a mock-up showing how such a view could be integrated into the existing Queue Manager Panel.