472023 – Microsoft Teams: Queues App – adding Service level for Realtime stats (archived)

Product:

Teams

Platform:

Windows Desktop, World tenant

Status:

Launched

Change type:

Links:

MC975306

Details:

Service level is now available as part of Queues App realtime stats. Authorized users will be able to review the Service level metric and adjust staffing accordingly.

Change Category:
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Scope:
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Release Phase:
General Availability

Created:
2024-12-11

updated:
2025-03-20

Docu to Check

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

Please, look at the most relevant linked item for details

explanation for non-techies**

Microsoft Teams has introduced a new feature in the Queues App that allows authorized users to monitor the Service level metric in real-time. This enhancement is designed to help organizations better manage their staffing needs by providing immediate insights into how well their service levels are being met.

Think of this feature like a real-time traffic update for a delivery service. Just as a delivery manager might use live traffic data to decide how many drivers are needed on the road to ensure timely deliveries, a manager using the Queues App can look at the Service level metric to determine if there are enough staff members available to meet customer demand. If the service level is low, it might indicate that more staff are needed to handle the current workload efficiently.

This real-time insight is particularly useful for organizations that rely on timely responses and customer interactions, such as call centers or customer support teams. By having access to up-to-the-minute data, managers can make informed decisions quickly, much like a coach adjusting their strategy during a game based on the current score and performance of the team.

Overall, the addition of the Service level metric in the Queues App empowers organizations to optimize their resources and improve customer satisfaction by ensuring that they have the right number of staff available at the right times.