Microsoft Teams Launches New Queues App to Enhance Customer Engagement

Microsoft has launched its new Queues app for Microsoft Teams, which is designed to help organizations enhance customer engagement. This new solution offers advanced features, including call queue management, real-time metrics, and historical reporting.

The Queues app allows authorized users to manage incoming PSTN or VoIP calls and make outgoing calls on behalf of call queues or auto attendants. It also offers real-time metrics, including average wait time, the number of waiting calls, and the longest call waiting time. Users can easily access historical reports for call queues, auto attendants, and agent queue actions.

“The intuitive interface and real-time updates of the Queues app, ensure that agents can manage incoming calls, provide assistance, and resolve issues efficiently. Agents and leads can easily opt in and out depending on their availability, and if configured by the administrator, they can view the CRM record for incoming PSTN calls side by side to ensure they have all the context they need to provide a high-quality customer service experience,” Microsoft explained.

Microsoft has integrated its Copilot AI assistant into the Queues app via Teams Phone. This AI-powered feature enables agents to automatically capture notes, highlights, and any outstanding issues before transferring calls to their colleagues. However, organizations would need a Microsoft 365 Copilot license.

How to use the Queues app for Microsoft Teams

To launch the Queues app, Microsoft Teams users should navigate to the left side of the window. Next, click on the View more apps (. . .) option and search for the Queues app. Users can right-click on the app and select the “Pin” option to add it to the bar for easier access.

The new Queues app is enabled by default for commercial customers with a Teams Premium and Teams Phone license. However, it is currently only supported on the Microsoft Teams desktop app for Windows and macOS.

Microsoft mentioned that administrators can manage the settings of the Queues app and assign specific actions to authorized users. For example, IT admins can configure auto attendant greetings, adjust call handling flows, and add or remove queue members. There is currently a limit of 200 agents per call queue, and more details on managing the Queues app for Microsoft Teams can be found on the support page.