416282 – Microsoft Teams: Queues app on Teams phone devices

Product:

Teams

Platform:

Android, US Instances, World tenant

Status:

In development

Change type:

Links:

Details:

Queues app on Teams phone devices enhances call management capabilities by allowing agents to handle incoming calls, view call queues, and manage call history directly from their Teams phone devices, improving efficiency and ensuring effortless communication for agents.

Change Category:
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Scope:
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Release Phase:
General Availability

Created:
2024-09-13

updated:
2024-10-09

Docu to Check

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MS workload name

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Direct effects for Operations**

Call Management Disruption
If the Queues app is implemented without proper preparation, agents may face disruptions in call management, leading to missed calls and inefficient handling of customer inquiries.
   - roles: Call Center Agents, IT Support Staff
   - references: https://techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-the-queues-app-in-microsoft-teams/ba-p/3651230, https://www.microsoft.com/en-us/microsoft-teams/voice-calling " target="_blank" rel="nofollow noopener noreferrer">https://www.microsoft.com/en-us/microsoft-teams/voice-calling

User Experience Degradation
Without adequate training and preparation, users may struggle to adapt to the new interface and features of the Queues app, resulting in frustration and decreased productivity.
   - roles: Call Center Agents, Team Managers
   - references: https://www.microsoft.com/en-us/microsoft-teams/voice-calling, https://www.forbes.com/sites/bernardmarr/2021/03/01/how-microsoft-teams-is-transforming-the-way-we-work/?sh=4c1b1c4e1b5e

Configutation Options**

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explanation for non-techies**

In today's fast-paced business environment, effective communication is crucial for success. Microsoft Teams has introduced a new feature called the Queues app on Teams phone devices, designed to enhance call management capabilities for agents. This update aims to streamline the process of handling incoming calls, viewing call queues, and managing call history, all directly from Teams phone devices.

Think of this new feature like a well-organized post office. In a post office, there are different counters for different services, and each counter has a queue of people waiting to be served. The Queues app on Teams phone devices works similarly. It allows agents to see who is waiting in line (the call queue), manage those waiting times efficiently, and keep track of past interactions (call history).

For lawyers, managers, or HR staff, this means that agents can now handle calls more efficiently without having to switch between different devices or platforms. Imagine if, in a busy law firm, the receptionist could see all incoming client calls, prioritize them based on urgency, and have a record of all previous calls right at their fingertips. This would ensure that no important call is missed and that clients receive timely responses.

Managers will appreciate the increased efficiency and organization this brings to their teams. It’s like having a smart assistant who keeps track of all incoming tasks and helps prioritize them, ensuring that nothing falls through the cracks. This leads to better customer service and a more streamlined workflow.

HR staff can benefit from this feature by ensuring that internal communication is just as smooth. Picture an HR department that can manage calls from employees efficiently, track inquiries, and ensure that responses are timely and well-documented. This helps in maintaining a high level of employee satisfaction and ensures that HR processes run smoothly.

The Queues app on Teams phone devices is available worldwide, including for GCC High and GCC environments, and is compatible with Android devices. This ensures that a wide range of organizations can take advantage of this new feature, regardless of their specific requirements or device preferences.

In summary, the Queues app on Teams phone devices is like having a highly organized and efficient communication hub right at your fingertips. It simplifies call management, improves efficiency, and ensures that communication is seamless and effortless for agents. Whether you are in a law firm, managing a team, or working in HR, this new feature can significantly enhance your call handling capabilities and overall productivity.