check before: 2025-03-15
Product:
Teams
Platform:
Mac, Online, US Instances, Windows Desktop, World tenant
Status:
In development
Change type:
New feature, Updated message, User impact
Links:
Details:
Updated February 14, 2025: We have updated the rollout timeline below. Thank you for your patience.
For Microsoft Teams, in the Queues app, authorized users will be able to enter into a monitoring session for private coaching. They can listen to customer calls, whisper to the agents for private messages, and barge into or takeover the call.
This message is associated with Microsoft 365 Roadmap ID 473884.
[When this will happen:]
Targeted Release: We will begin rolling out early April 2025 (previously mid-March) for and expect to complete by mid-April 2025 (previously early April).
General Availability (Worldwide, GCC): We will begin rolling out late April 2025 and expect to complete by early May 2025.
Change Category:
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Scope:
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Release Phase:
General Availability, Targeted Release
Created:
2025-02-07
updated:
2025-02-15
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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MS workload name
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linked item details
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summary for non-techies**
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Direct effects for Operations**
User Privacy Concerns
The introduction of monitoring, whisper, barge, and takeover features may lead to user discomfort and privacy concerns among agents, as they may feel they are constantly being watched or judged during calls.
- roles: Customer Service Agents, Team Managers
- references: https://www.forbes.com/sites/forbestechcouncil/2021/09/30/the-importance-of-privacy-in-the-workplace/?sh=5c1c1e1e7b5b
Increased Stress Levels
The ability for managers to barge into calls may increase stress levels for agents, potentially impacting their performance and user experience during customer interactions.
- roles: Customer Service Agents, Team Leaders
- references: https://www.psychologytoday.com/us/blog/the-moment-youth/201905/the-stressful-workplace
Configutation Options**
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Data Protection**
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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
| Date | Property | old | new |
| 2025-02-15 | MC Messages | For Microsoft Teams, in the Queues app, authorized users will be able to enter into a monitoring session for private coaching. They can listen to customer calls, whisper to the agents for private messages, and barge into or takeover the call.
This message is associated with Microsoft 365 Roadmap ID 473884. [When this will happen:] Targeted Release: We will begin rolling out mid-March 2025 for and expect to complete by early April 2025. General Availability (Worldwide, GCC): We will begin rolling out late April 2025 and expect to complete by early May 2025. | Updated February 14, 2025: We have updated the rollout timeline below. Thank you for your patience.
For Microsoft Teams, in the Queues app, authorized users will be able to enter into a monitoring session for private coaching. They can listen to customer calls, whisper to the agents for private messages, and barge into or takeover the call. This message is associated with Microsoft 365 Roadmap ID 473884. [When this will happen:] Targeted Release: We will begin rolling out early April 2025 (previously mid-March) for and expect to complete by mid-April 2025 (previously early April). General Availability (Worldwide, GCC): We will begin rolling out late April 2025 and expect to complete by early May 2025. |
| 2025-02-15 | MC Title | Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover | (Updated) Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover |
| 2025-02-15 | MC Last Updated | 02/07/2025 01:44:40 | 2025-02-14T17:21:20Z |
| 2025-02-15 | MC MessageTagNames | New feature, User impact | Updated message, New feature, User impact |
| 2025-02-11 | MC Feature Status | Feature Rollout Status Not Supported-; |
Last updated 1 month ago
