Microsoft Teams' new Queues app will make customer care support calls stress-free experiences

Today, those Teams users working in customer care support have a reason to celebrate, because Microsoft just added the new Queues app to the platform’s roadmap, and it’s scheduled to be released in June 2024, according to the Microsoft 365 Roadmap.

So what is the new Queues app? The Queues app is a new tool for Teams that will bring together the customer support team to answer customer calls. The team can take incoming calls and make outgoing calls for the call queues or auto attendant they are assigned to.

They can also check how the status of the call queue and work smoothly with the manager and other team members to ensure the calls are resolved in a good manner.

People who have permission from Teams admins can watch their call queues and auto attendants in real time, make reports on how the queue and agents are doing, change their call queues and auto attendants using Teams settings, and add or remove team members to meet business needs.

The new Queues app is a solution for collaboratively handling customer calls natively in Teams. Starting with surfacing call queue calls, your team members can use the Queues app to handle inbound calls, be it PSTN or VOIP. They can make outbound calls on behalf of the call queues or auto attendant that they are assigned to. And they can review the call queue statistics and seamlessly collaborate with their lead and colleagues within the flow of work. Authorized users, with permissions from Teams admins, can monitor their call queues and auto attendants in realtime, generate reports on queue and agent performance, configure their call queues and auto attendants using Teams settings, and opt in or out their team members to optimize for business needs.

Microsoft

This is going to be a Premium-only feature, and it will be generally available to desktop platforms starting June 2024, as we mentioned earlier.

The Queues app can be a game changer and it is definitely going to provide a stress-free experience when handling customer calls, including difficult ones. Why? Well, difficult customers will be managed by a team of experienced customer care agents, instead of just one, and this automatically increases the chances of the issue being resolved right away.

Besides the new Queues app coming to Microsoft Teams Premium, the Redmond-based tech giant unveiled that the platform is also getting the AV1 codec that only requires a 200 Kbps bandwidth for screen sharing. What does this mean? You will be able to experience sharp visual and fluid motion if you have a poor internet connection.

It’s quite exciting to be a Microsoft Teams user in 2024.