MC975306 – (Updated) Microsoft Teams: Adding “Service level” to real-time metrics for the Queues app

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check before: 2025-02-15

Product:

Teams

Platform:

Online, Windows Desktop, World tenant

Status:

Feature Rollout Status Not Supported

Change type:

Admin impact, New feature, Updated message

Links:

472023

Details:

Summary:
Microsoft Teams is adding a "Service level" metric to the Queues app's real-time metrics. The rollout starts early March 2025 and completes by late March. Teams admins must enable this feature and set targets in the Voice App policy. This update is associated with Microsoft 365 Roadmap ID 472023.

Details:
Updated January 22, 2025: We have updated the rollout timeline below. Thank you for your patience.
Coming soon to Microsoft Teams: In the Queues app, we will include Service level in the real-time metrics. Authorized users will be able to review the Service level metric and adjust staffing accordingly.
This message is associated with Microsoft 365 Roadmap ID 472023.
[When this will happen:]
General Availability (Worldwide): We will begin rolling out early March 2025 (previously mid-February) and expect to complete by late March 2025 (previously late February).

Change Category:
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Scope:
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Release Phase:

Created:
2025-01-09

updated:
2025-01-23

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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summary for non-techies**

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Direct effects for Operations**

Service Level Metric Implementation
Without proper preparation, the introduction of the Service level metric may lead to confusion among users regarding its functionality and how to utilize it effectively, potentially resulting in mismanagement of staffing and resources.
   - roles: Teams Admin, Customer Support Agent
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=472023

User Notification and Documentation Update
Failure to notify users about the new Service level metric and not updating relevant documentation may lead to a lack of understanding and improper use of the Queues app, negatively impacting user experience and operational efficiency.
   - roles: Teams Admin, End User
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=472023

Configutation Options**

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explanation for non-techies**

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** AI generated content. This information must be reviewed before use.

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change history

DatePropertyoldnew
2025-01-23MC prepareThis rollout will happen automatically by the specified date with no admin action required before the rollout. Review your current configuration to determine the impact for your organization. You may want to notify your users about this change and update any relevant documentation.
Learn more: Manage Queues app for Microsoft Teams - Microsoft Teams | Microsoft Learn
https://learn.microsoft.com/microsoftteams/manage-queues-app
https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=472023
This rollout will happen automatically by the specified date and admin can turn on the feature in the admin portal after the rollout. Review your current configuration to determine the impact for your organization. You may want to notify your users about this change and update any relevant documentation.
Learn more: Manage Queues app for Microsoft Teams - Microsoft Teams | Microsoft Learn
https://learn.microsoft.com/microsoftteams/manage-queues-app
https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=472023
2025-01-23MC MessageTagNamesNew feature, Admin impactUpdated message, New feature, Admin impact
2025-01-23MC SummaryMicrosoft Teams is adding a "Service level" metric to the Queues app's real-time metrics. The rollout starts early March 2025 and completes by late March. Teams admins must enable this feature and set targets in the Voice App policy. This update is associated with Microsoft 365 Roadmap ID 472023.
2025-01-23MC Last Updated01/09/2025 01:31:512025-01-22T22:22:40Z
2025-01-23MC MessagesComing soon to Microsoft Teams: In the Queues app, we will include Service levelin the real-time metrics. Authorized users will be able to review the Service level metric and adjust staffing accordingly. This message applies to the Queues app for Microsoft Teams on Windows desktop.
This message is associated with Microsoft 365 Roadmap ID 472023.
[When this will happen:]
General Availability (Worldwide): We will begin rolling out mid-February 2025 and expect to complete by late February 2025.
Updated January 22, 2025: We have updated the rollout timeline below. Thank you for your patience.
Coming soon to Microsoft Teams: In the Queues app, we will include Service level in the real-time metrics. Authorized users will be able to review the Service level metric and adjust staffing accordingly.
This message is associated with Microsoft 365 Roadmap ID 472023.
[When this will happen:]
General Availability (Worldwide): We will begin rolling out early March 2025 (previously mid-February) and expect to complete by late March 2025 (previously late February).
2025-01-23MC How AffectThis change will be available by default.Teams admins need to turn on the service level and set target time in the admin portal - Voice App policy.

This change will be available by default.
2025-01-23MC TitleMicrosoft Teams: Adding "Service level" to real-time metrics for the Queues app(Updated) Microsoft Teams: Adding "Service level" to real-time metrics for the Queues app
2025-01-23MC End Time04/25/2025 09:00:002025-05-05T09:00:00Z

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