check before: 2025-02-15
Product:
Teams
Platform:
Online, Windows Desktop, World tenant
Status:
Feature Rollout Status Not Supported
Change type:
New feature, Admin impact
Links:
Details:
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.
Change Category:
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Release Phase:
Created:
2025-01-09
updated:
2025-01-09
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summary for non-techies**
Microsoft Teams is adding a "Service level" metric to its Queues app for real-time insights into customer service efficiency, with an automatic rollout on Windows desktop starting mid-February 2025.
Direct effects for Operations**
User Experience Impact
Users may experience confusion or frustration if they are not informed about the new Service level metric in the Queues app, leading to potential mismanagement of staffing and service levels.
- roles: Customer Support Agents, Team Managers
- references: https://learn.microsoft.com/microsoftteams/manage-queues-app, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=472023
Operational Impact
Without preparation, the automatic rollout of the new feature may lead to unoptimized staffing levels, as users may not be aware of how to interpret the new metrics effectively, impacting service delivery.
- roles: IT Administrators, Operations Managers
- 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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