In this post I like to point you to three videos showcasing the Microsoft Teams Queues App. If you’re exploring ways to enhance customer service and streamline call management in Microsoft Teams, the new Teams Queue App has some powerful capabilities to offer. This tool supports agents, service leads (supervisors), and admins alike, providing additional calling functionality, especially monitoring and reporting, that improves both user experience and efficiency.
Here are three YouTube videos that demonstrate key features of the app from each role’s perspective:
- For Agents: This video covers how agents can easily handle and manage incoming calls, including options for transferring and holding calls. Perfect for agents looking to make their workflow smoother and more organized.
- For Supervisors: Learn how service leads can monitor call queues in real-time, view performance metrics, and ensure service levels are maintained. It’s an essential overview for anyone in a supervisory role.
- For Admins: Discover the configuration options available to admins to set up call queues and manage routing, ensuring your team is set up for success with minimal friction.
These resources offer a first look at how each role can maximize their use of the Teams Queue App especially if you could not yet test it by yourself.
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