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:

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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Pictures
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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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change history
Date | Property | old | new |
2025-01-23 | MC prepare | This 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 |
2025-01-23 | MC MessageTagNames | New feature, Admin impact | Updated message, New feature, Admin impact |
2025-01-23 | MC 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. | |
2025-01-23 | MC Last Updated | 01/09/2025 01:31:51 | 2025-01-22T22:22:40Z |
2025-01-23 | MC Messages | Coming 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). |
2025-01-23 | MC How Affect | This 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. |
2025-01-23 | MC Title | Microsoft 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 |
2025-01-23 | MC End Time | 04/25/2025 09:00:00 | 2025-05-05T09:00:00Z |
Last updated 2 weeks ago