Microsoft Call Queues within Microsoft Teams

Introduction To The New Microsoft Call Queues App Within Microsoft Teams

In today’s fast-paced business environment, efficient call management is crucial for maintaining high levels of customer satisfaction and team productivity. Microsoft Teams offers a powerful solution with its Queues app, a native Teams experience designed to enhance your organisation’s customer engagement capabilities.

The Queues app provides a collaborative call handling solution that allows team members to manage customer calls effectively, while team leads can oversee queues, access detailed reports, and analyse data. For easy access, you can pin the app to the left side of Teams.

With the Queues app, your team can handle incoming calls, and make outgoing calls on behalf of the call queues or auto attendants they are assigned to. This seamless integration ensures that your team can review call queue metrics and collaborate effortlessly with leads or colleagues within the flow of work.

Depending on your permissions, you can monitor call queues and auto attendants in real-time, opt in or out team members, generate performance reports, and configure the call queues and auto attendants to suit your organisation’s needs.

Licensing Requirements and Availability

The Queues app was set to be released in June 2024, however it is now available in private preview with an expected public launch soon. To use Microsoft Call Queues within Teams, you’ll need specific licenses. Primarily, the app will be included in Teams Premium, an add-on license that provides additional features to enhance Teams meetings. Additionally, you’ll need a Microsoft Teams Phone Resource Account license for each call queue and auto attendant you plan to set up, but don’t worry these are free of charge and will be already licensed if you have existing call queues or auto attendants setup.

Sound Good? We’ll show you how to use it next…

Once your IT admin has authorised you, the Queues app will be ready for use.

 

  • Click on View more apps (the more options icon Microsoft Teams more options icon ) on the left side of the Microsoft Teams window.
  • Locate the Queues app.
  • To pin the app to the sidebar, right-click on it and select Pin.

View the call queue

Depending on your organisation’s structure, you might have multiple call queues to choose from. In the Queues app, you can view the available queues to join at the top of the window.

Teams Call Image Dash
  • Select the queue you would like to opt in to.

  • Select Opt in.

Once you opt in, you’ll begin receiving calls from the queue. To opt out, simply click the same button and select Opt out. This will remove you from the list of opted-in team members, stopping the calls.

Additionally, team leads can manage their team members’ participation. By hovering over a member’s name, the Opt in/Opt out button will appear, allowing them to opt in or out directly.

Note: If Presence-based routing is enabled in Call settings, team members must be both opted in and have their status set to Available to receive calls.

Interact with your team

Your teammates are organised by their opt-in/opt-out status. To send a message or start a call, just select a team member from the menu.

 

  • Under Manage queue, select People.
  • Click on the name of the person you want to interact with. When you call a team member this way, you can choose which phone number the outbound call uses.

Use the dialpad

Click on Dialpad at the bottom left corner of the window to expand it. From there, you can make outgoing calls.

If your organisation offers multiple outbound numbers, a dropdown menu will appear above the Call button. This allows you to select which number to use for outgoing calls.

View call history

To view past calls, including missed calls and voicemails, select Calls under Manage queue.

You can click on any call in your history to see detailed information and return the call using the number associated with your call queue.

Currently, call history includes calls you have answered and missed calls that have a voicemail.

View real-time statistics

If your IT admin has authorised it, you can view real-time statistics for your call queue, such as the total number of calls, average call time, and longest wait time. The available statistics depend on your admin settings, and new metrics may be added in the future.

There are two ways to access your analytics dashboard:

1 ). When a queue is selected, an overview for that queue will appear at the top of Quick access on the left side of the Teams window.

2 ). To see a broader range of analytics for all your queues, team members, and auto attendants:

    • Click on Analytics in the top right corner of the window.
    • Select the Real-time tab in the top left corner.
    • Use the dropdowns to choose the queue, auto attendant, or team member you want to view analytics for.

View historic reports

With the historical reporting feature, you can access reports on the agents, auto attendants, and call queues you manage. Like real-time statistics, your access to these reports depends on admin authorisation.

In the Queues app:

  1. Select Analytics in the top right corner of the window.
  2. Click on the Historical tab in the top left corner.
  3. Choose the auto attendant, queue, or agent you want to view analytics for in the list.
  4. Select the desired date range and click Apply.

You can also export the report to an Excel document. After setting the date range, simply click the Export button in the top right corner of the window.

Get in touch

We love to chat, call us or why not try our Live Chat?

AThe Maltings
East Tyndall Street
Cardiff
CF23 5EA

T02921 50 8000

EHello@Flotek.io

A2 New Mill Court
Enterprise Park
Llansamlet  Swansea
SA7 9FG

T01792 345537

EHello@Flotek.io

AUnit N12b, Phase 1
1 Davy Road
Plymouth Science Park, Plymouth
PL6 8BX

T02921 508000

EHello@Flotek.io

AWarrington Business Park
Long Lane
Warrington
WA2 8TX

T02921 508000

EHello@Flotek.io

A4th Floor
Chantry House
Andover
SP10 1RL

T02921 508000

EHello@Flotek.io

Malcolm Holland, the Managing Director of Flotek Group

Hi I’m Malcolm

Speak with me today





    When would you like to chat?

    C3DDD494-E48B-490E-8FAF-BBCE3FDA0A92