Queues App now Generally Available

Yes you heard right it has finally GA'd (October 23rd). The next digest is not due out for a few more weeks but I could not wait! I thought I would pull a cheeky digest dedicated to all things Queue App! Hope you enjoy and remember please do give us feedback! Blog for Queue App General Availability - Queues app for Microsoft Teams now generally available - Microsoft Community Hub

Introduction

Queues app is now generally available to Teams Premium licensed users. Queues app is a Teams-native solution that gives organisations enhanced flexibility for managing customer engagements without leaving Teams. Queues app enhances the call queue handling experience in Teams phone, allowing customers to:

• Easily manage workloads, supervise queues, and train agents

• Monitor call volume and customer care quality with real-time and historical reporting?

• Improve team performance with monitor, whisper, barge, and takeover capabilities (in roadmap)

Queues App Videos

• Agents,?
• Leads,?
• IT admins

Licensing

Customers require a Teams subscription, a Teams Phone license, and a Teams Premium license for each Queues app user.?A customer may have a mix of licenses assigned to their users. For example, a lead may opt in an agent into a queue from within Queues app, even though the agent is not licensed for Teams Premium

Further Enhances with Teams Premium

Teams Premium further enhances customer engagement with a suite of intelligent features. The intelligent call recap provides a detailed summary of calls, capturing key points and action items, ensuring that nothing is missed. Live translations and captions break down language barriers, enabling seamless communication with customers from diverse linguistic backgrounds. These features not only improve the efficiency and effectiveness of customer interactions but also contribute to a more inclusive and accessible service experience.

Queues App with Copilot

Additionally, using Queues app with Copilot in Teams Phone lets customers make the most of their calling experience. Copilot can automatically capture key information during or after a call, enable agents to handle customer queries efficiently, and make it easy to transfer calls to colleagues with context from prior discussions.

Further Information about Queues app:

• End user guidance - Use the Queues app for Microsoft Teams - Microsoft Support
• IT admin guidance - Manage Queues app for Microsoft Teams - Microsoft Teams | Microsoft Learn or follow the self-service deployment guidance.

Roadmap

Queues App coming to Teams phone Devices (M365 Roadmap) https://www.microsoft.com/en-us/microsoft-365/roadmap?featureid=416282

Up and Coming Events

Are you attending Call & Contact Centre Expo UK next month? Microsoft MVP and co-founder Empowering Cloud. He is doing a session on 'Microsoft Teams and Contact Centre, Understanding your Options'.

?? What can native auto attendant and call queues provide? What will the Microsoft Queues app offer?

?? What are the benefits of a Teams Integrated Contact Centre?

?? What are the benefits of a Microsoft certified solution?

27th November (Day 1) at 14:10 GMT in the Keynote Theatre Register: https://lnkd.in/egaFJkWp