During August 2026, Microsoft withdrew support for call queue data in the Graph API. Consequently, the standard product is no longer able to display live calls in queue. 

For users that need live calls in queue data, we have been working hard to restore this capability.

1. Click on the Recorded Users button.
   
2. Select the Call Queue recording tab.
   
3. For each Call Queue you wish to monitor, set Microsoft Recording Policy to ‘Convenience’ recording.
   
4. Submit Changes to Microsoft
   
5. Return to Call Analytics and check number of calls in queue are displayed

If configuring an existing Analytics 365 Call Recording with Conversation Analytics deployment to share calls in queue data with Call Analytics

1. Enter the recording portal with Analytics 365 & Microsoft Global Admin permissions.
   
2. Select Settings from the main menu.
   
3. Select System Settings from the sub menu.
   
4. Click on Platform Details to set Microsoft recording policies.
   
5. Click on the Recorded Users button.
   
6. Select the Call Queue recording tab.
   
7. For each Call Queue you wish to monitor, set Microsoft Recording Policy to ‘Convenience’ recording.
   
8. Submit Changes to Microsoft.
   
9. Return to Call Analytics and check number of calls in queue are displayed