Improving Customer Service with the Queues App for Microsoft Teams Phone

Handling customer calls is important for any business, and the new Queues App for Microsoft Teams Phone makes it easier and more efficient. Microsoft Teams Phone is already a key tool for many businesses, and the Queues App adds advanced features to manage calls, making it ideal for companies looking to improve their customer service operations.

What is the Queues App?

The Queues App is designed for managing call queues and auto attendants. It lets team leads or supervisors set up and control these features directly from the Teams app, without needing extra help from administrators.

What is the Queues App?

The Queues App is designed for managing call queues and auto attendants. It lets team leads or supervisors set up and control these features directly from the Teams app, without needing extra help from administrators.

Key Features of the Queues App

The Queues App adds several important features to Microsoft Teams Phone:

• Agent Management: Agents can choose which call queues they want to be part of, and managers can also assign agents to queues as needed, making staffing easier.
• Real-Time Statistics: The app provides live data on call queues. It shows the number of waiting calls, average response time, longest wait time, and service levels. This helps supervisors make better decisions.
• Collaboration and Reporting: Teams can work together while reviewing call queue data and managing auto attendants. The app also allows real-time monitoring and reporting, depending on user permissions.
• Expanded Reporting Options: The app adds new reporting and management features to Teams. This makes it helpful for businesses that use call queues and auto attendants. They can benefit without needing a full contact center upgrade.

While the Queues App offers great features for call management, it's not a complete contact center solution. It doesn't include advanced tools like intelligent call routing, detailed reports, or call recording. For those features, businesses might need third-party integrations with Microsoft Teams.

Prerequisites

Before using the Queues App, you’ll need to meet a few requirements:

• Teams Premium License: A Teams Premium license is required to access the Queues App.
• Teams Phone License: Users also need a Teams Phone license. The app will usually appear in Teams within 48 hours once both licenses are active.
• Voice Enabled: Only voice-enabled users in Microsoft Teams can access the Queues App.
• Desktop and Mac Compatibility: The app works only on desktop and Mac. It does not support mobile, web, or Virtualized Desktop Infrastructure (VDI).

IT administrators can manage the Queues App by setting up voice policies. These policies let specific users handle tasks. Users can manage queues, adjust call routing, and configure auto attendants.

If your business uses Microsoft Teams Phone, the Queues App can boost your team’s productivity. It also makes managing customer calls easier. With the right setup and license, you can use the app to improve how you handle calls.

Ready to get started with the Queues App?

Begin by setting up Microsoft Teams Phone — and Pure IP can help. With our expertise, we’ll get your systems running smoothly so you can focus on providing excellent customer service. 

Speak to our team of experts for more details >