Automatic recording and transcription for Teams Call Queues

Microsoft Teams Call Queues will support automatic call recording and transcription starting mid-July 2026, with recordings stored in SharePoint. Admins can enable, configure announcements, and control agent access. Teams Premium license is required for accessing recordings. Organizations should review policies and prepare for compliance impacts. What and Why We’re introducing automatic recording and transcription for Microsoft Teams Call Queues. This feature enables administrators to automatically record and transcribe calls handled by call queue representatives without manual action, supporting quality assurance and training scenarios. This message is associated with Roadmap ID 565215. Rollout Schedule Targeted Release: We will begin rolling out in mid-July 2026 and expect to complete by late July 2026. General Availability (Worldwide, GCC): We will begin rolling out in early August 2026 and expect to complete by mid-August 2026. Impact on Your Organization Who is affected: Admins managing Microsoft Teams Call Queues Call Queue agents in queues where recording is enabled Organizations using Teams Phone Users requiring access to recordings and transcripts through the Queues app (Teams Premium license required) What will happen: Automatic recording and transcription per call queue: Admins can enable automatic recording and/or transcription on any call queue via Teams admin center or PowerShell. When enabled, all calls answered by agents in that queue are automatically recorded. Recordings stored in SharePoint: Recordings are automatically stored in SharePoint and accessible through the Queues app call history. Agent access controls: Admins can configure whether agents can view recordings and transcripts in the Queues app call history to support shared customer callback scenarios. Configurable recording announcements: Admins can configure the recording and transcription announcements played to callers. Options include the default system announcement, a custom audio file, or text-to-speech. Action Required / Recommendations Action may be required. Review and prepare before rollout: Review your organization’s call recording and transcription policies. Determine which Call Queues should enable automatic recording. Communicate changes to call queue agents and helpdesk teams. Configure agent access permissions for recordings and transcripts. Customize the recording announcement if required. Ensure Teams Premium licensing is available for users needing Queues app access. To configure via PowerShell, review: New-CsAutoRecordingTemplate | PowerShell Get-CsAutoRecordingTemplate […]

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