What is the Queues App?

The Queues app is a native Microsoft Teams solution that allows organisations to manage customer calls efficiently. It integrates seamlessly with Teams Phone, enabling team members to handle calls without leaving the Teams environment. This app provides a comprehensive view of call queue performance, allowing users to opt-in or out of queues based on real-time statistics and their availability

Key Features of the Queues App

  1. Real-Time Call Management: The Queues app offers real-time statistics on call queue performance, helping team members make informed decisions about their availability and workload
  2. Collaborative Call Handling: Designed for teamwork, the app allows easy call transfers, consultations with colleagues, and access to customer information in real-time
  3. Callback Functionality: Customers can request a callback instead of waiting on hold, improving their experience and reducing wait times
  4. Customisable Call Routing: The app supports various routing options, including attendant, round robin, serial, longest idle, and presence-based routing
  5. Analytics and Reporting: Team leads can access detailed analytics and historical reports to monitor performance and make data-driven decisions

Benefits of Using the Queues App

  1. Enhanced Customer Satisfaction: By reducing wait times and providing personalized service, the Queues app helps improve overall customer satisfaction.
  2. Increased Efficiency: Team members can manage their time better, leading to more balanced workloads and efficient call handling.
  3. Improved Collaboration: The app fosters a collaborative environment, ensuring that customers receive the best possible service even if their initial point of contact cannot resolve their issue.
  4. Flexibility for Team Leads: Authorised users can manage call queues and auto attendants, making quick adjustments based on business needs

Getting Started with the Queues App

To start using the Queues app, your IT admin needs to authorize it. Once authorised, you can pin the app to the left side of the Teams window for easy access. From there, you can view available queues, opt-in or out, and start managing customer calls efficiently

 Overall

The Queues app in Teams provides a great midway point between a full Omni-Channel contact Centre such as CC4All and VOCA advanced routing, allowing you to provide enhanced call handling for all departments, without the need for expensive per user per month plans.

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