check before: 2025-03-15
Product:
Teams
Platform:
Mac, Online, US Instances, Windows Desktop, World tenant
Status:
Launched
Change type:
New feature, Updated message, User impact
Links:
Details:
Summary:
Microsoft Teams Queues app will add Monitor, Whisper, Barge, and Takeover features for private coaching. Rollout starts early April 2025 and completes by late May 2025. No admin action is required, but user notification and documentation updates are recommended.
Details:
Updated May 15, 2025: We have updated the 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 late May 2025 (previously early May).
Change Category:
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Scope:
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Release Phase:
General Availability, Targeted Release
Created:
2025-02-07
updated:
2025-05-16
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**
Microsoft Teams is enhancing its Queues app with new features like Monitor, Whisper, Barge, and Takeover to improve private coaching for customer service teams, set to roll out between April and May 2025.
Direct effects for Operations**
User Privacy Concerns
The introduction of monitoring features may lead to user anxiety regarding privacy and trust, as agents may feel they are constantly being observed or judged during calls.
- roles: Customer Service Agents, Team Managers
- references: https://www.forbes.com/sites/forbestechcouncil/2021/06/15/the-importance-of-privacy-in-the-workplace/?sh=5c1b1c1e7c3e
Increased Call Disruptions
The ability to barge into calls may disrupt ongoing conversations, leading to confusion and frustration for both agents and customers.
- roles: Customer Service Agents, Call Center Supervisors
- references: https://www.businessnewsdaily.com/15012-call-center-disruptions.html
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 |
| 2025-05-16 | MC Messages | 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. | Updated May 15, 2025: We have updated the 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 late May 2025 (previously early May). |
| 2025-05-16 | MC Last Updated | 02/14/2025 17:21:20 | 2025-05-16T00:06:46Z |
| 2025-05-16 | MC Summary | Microsoft Teams Queues app will add Monitor, Whisper, Barge, and Takeover features for private coaching. Rollout starts early April 2025 and completes by late May 2025. No admin action is required, but user notification and documentation updates are recommended. | |
| 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 4 weeks ago
