Microsoft Teams: Queues app on phone devices

Microsoft Teams continues to enhance its user experience, now bringing the Queues app to Teams certified phone devices. This app features an intuitive interface combined with real-time updates, making it easy for agents to manage incoming calls, resolve issues, and provide assistance efficiently. The app will be generally available worldwide, GCC, GCCH, and DoD from mid-January 2025 to late May 2024, depending on the region.

With this feature, agents can view and opt-in/opt-out of all the call queues they are part of, view others on the line, and access the call history of the queue. They also have access to built-in call controls that streamline call handling, including taking, holding, and transferring calls with ease. Additionally, agents can place outbound calls on behalf of the queue while preserving their privacy and presenting the organization's brand. However, this feature requires Teams Premium licensing and the latest application update.

In summary, this latest development will benefit agents using Teams certified phone devices and ease their workload, enabling them to handle calls more efficiently and improve customer satisfaction.

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