MC1279071 – Queues app on Microsoft Teams mobile

Product:

Teams, Teams Premium

Platform:

Android, iOS, mobile, Online, World tenant

Status:

Feature Rollout Status Not Supported

Change type:

New feature, User impact, Admin impact

Links:

559386

Details:

Summary:
The Queues app on Microsoft Teams mobile (iOS and Android) will allow calling representatives and supervisors to manage call queues, view queue details, and call history on the go. Rolling out worldwide from mid- to late May 2026, it is enabled by default for licensed Teams Phone and Teams Premium users.

Details:
[Introduction]
The Queues app on Microsoft Teams mobile (iOS and Android) allows calling representatives and supervisor leads to manage call queues and handle customer calls while away from their desks. This update extends existing Queues functionality to the Teams mobile app, enabling users to manage queue participation and review call activity from a mobile device.
This message is associated with Microsoft 365 Roadmap ID 559386.
[When this will happen:]
General Availability (Worldwide): We will begin rolling out in mid-May 2026 and expect to complete rollout by late May 2026.

Change Category:
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Scope:
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Release Phase:

Created:
2026-04-14

updated:
2026-04-14

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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summary for non-techies**

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Direct effects for Operations**

Increased User Mobility
Users can manage call queues and customer interactions while away from their desks, enhancing flexibility but potentially leading to distractions and reduced focus on tasks at hand.
   - roles: Calling Representatives, Supervisor Leads
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/en-us/microsoft-365/roadmap?filters=&searchterms=559386

Potential for Mismanagement of Calls
With the ability to opt in or out of queue call routing, there is a risk of representatives missing important calls or not being available when needed, impacting customer service.
   - roles: Calling Representatives, Supervisor Leads
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/en-us/microsoft-365/roadmap?filters=&searchterms=559386

User Experience Variability
The transition to mobile may lead to inconsistencies in user experience compared to the desktop version, potentially causing confusion among users.
   - roles: Calling Representatives, IT Support
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/en-us/microsoft-365/roadmap?filters=&searchterms=559386

Increased Support Requests
The introduction of new mobile features may lead to an increase in support requests as users adapt to the changes, straining IT resources.
   - roles: IT Support, Calling Representatives
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/en-us/microsoft-365/roadmap?filters=&searchterms=559386

Compliance and Governance Risks
New mobile functionalities may introduce compliance risks if not properly managed, as users may inadvertently bypass existing policies.
   - roles: Supervisor Leads, Compliance Officers
   - references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/en-us/microsoft-365/roadmap?filters=&searchterms=559386

Configutation Options**

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Opportunities**

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Potentional Risks**

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IT Security**

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explanation for non-techies**

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