Queues app for Microsoft Teams now generally available

In today’s fast-changing world, customer focus is more important than ever. As organizations strive to meet the changing needs of their customers, the need for faster response and resolution times continues to grow. Whether it’s an employee calling your helpdesk or a customer requesting support, one thing is clear: Delivering a consistent, rich experience is key to your organization’s success.

That’s why we’re excited to announce the general availability of the Queue app for Microsoft Teams. The Queue app is designed to improve call queue management for individuals in your organization who interact with customers but don’t necessarily work in a traditional call center environment. IT departments can effectively manage technical support calls, resolve issues, and provide seamless support to employees. Sales, customer service, and administrative teams can take advantage of the collaboration features of Teams while handling customer calls in the queue app. Teams can work together seamlessly to solve customer issues without leaving Teams.

The Queue app provides a cost-effective and efficient solution for organizations of all sizes and industries looking to optimize call queue management within Teams.

Improve agent efficiency

The Queue app’s intuitive interface and real-time updates allow agents to manage incoming calls, provide support, and resolve issues efficiently. Agents and leads can easily opt-in and opt-out based on availability, and, if configured by their administrator, can view CRM records for incoming PSTN calls side-by-side, ensuring they have all the context they need to serve high-quality customers. Service experience.

Built-in call controls allow you to quickly and easily answer, hold, and transfer calls for efficient call handling. Agents can also make outbound calls on behalf of queues, protecting the privacy of agent calls and promoting your organization’s brand.

Real-time analytics such as number of calls held, average wait time, and abandoned calls allow agents to optimize customer care, contact leads for additional assistance, or switch between call queues as needed.

When to combine Copilot on Teams Phone¹allows agents to automatically capture notes, highlights, next steps, and avoid unnecessary delays by capturing any outstanding issues before transferring the call to another colleague. This not only improves productivity but also improves customer satisfaction by ensuring timely and effective support.

Optimized supervision of leads

The Queue app isn’t just easy to use. It’s also easy to set up, configure, and manage. Leads can add or remove agents from specific queues based on their expertise and availability.

Leads can provide immediate guidance to agents during calls with whisper control. If necessary, supervisors can provide direct support and take over control of the barge, and can also help develop agents’ skills and improve performance when necessary through monitoring control. Automated coaching controls will be available after general release.

Leads can gain valuable insights through the app’s real-time analytics and historical reporting features, allowing them to monitor performance, track call volume, and identify areas for improvement. The Queue app allows leads to export their data to an Excel file, giving you the flexibility to manipulate the data as needed. With a clear overview of team activities, leaders can ensure high-quality service and make data-driven decisions to optimize operations.

Simplified management for administrators

Administrators have complete flexibility in how they configure call queues and auto attendants, as well as allowing different levels of access based on the specific needs of leads (referred to as authorized users in the Teams admin center). Administrators can set up call queues based on the specific scope, responsibilities, and permissions needed.

After initial setup and assignment of approved users, leads can manage most configuration settings directly within Teams. This eliminates the need to log tickets to the helpdesk for ongoing support, simplifies management processes, and improves efficiency for both leads and IT managers.

Take your customer engagement experience to the next level with the Queue app for Microsoft Teams. The Queue app is now generally available and part of the Teams Premium license.².

Teams Premium further enhances customer engagement through a series of intelligent features. Intelligent call summaries provide a detailed summary of the call, capturing key points and action items to ensure nothing is missed. Real-time translation and captions break down language barriers, allowing you to communicate seamlessly with customers from diverse language backgrounds. These features not only improve the efficiency and effectiveness of customer interactions, but also contribute to a more comprehensive and accessible service experience.

To learn more about the Queue app:

Try or buy Teams Premium today Microsoft Teams Premium | Microsoft Teams

¹ Copilot on Teams Phone is part of the Microsoft 365 Copilot license.

² Teams phone licenses are required for call queues and auto attendants. A Teams Premium license provides access to the Queue app.