Next Gen Call Center built by Microsoft Teams | Queues app for agents & supervisors | Deep Dive Demo

Queues app for Microsoft Teams is a native Microsoft Teams call center with advanced functionality like monitor, whisper, barge and real-time reports for supervisors. Join Shervin Shaffie, Principal Technical Specialist at Microsoft, as he reviews in detail the features, timeline, functionality and walks through a product demo of the Queues app.

The Teams Phone powered Queues app streamlines customer call management within Teams, offering personalized experiences for efficient resolution.

Upon launch, users access real-time statistics for call queue performance. Members can easily join or leave queues based on metrics, availability, and business needs. Joined members receive call notifications within Teams and can access relevant customer profiles from their CRM tool (future). Leveraging Copilot, users can summarize call notes to save time between engagements

0:00 Intro
0:37 Announcement
1:30 Technical Documentation
3:54 When Teams Premium is required
6:26 Sizzle Video
8:07 Slides on Queues App
9:48 Demo + Usage Tutorial

Videos Referenced:

Historical Call Center Reports: https://youtu.be/MUTwA-vB41E
Copilot in Teams Phones (transcripts & recordings): https://youtu.be/x1BOvRVw-Vw
Call Center Built on Teams: https://youtu.be/a9N5dSpT624

Links Shared in the video

Queues App Announcement: https://techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-the-queues-app-enabling-customer-engagement-in/ba-p/4095971

Authorized Users:
https://learn.microsoft.com/en-us/microsoftteams/aa-cq-authorized-users-plan

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This video represents the opinions of Shervin Shaffie and his guests to the video and does not reflect the opinions of Microsoft, affiliates, or the companies with which this video’s participants are affiliated with.

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