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Teams Chat - Guest vs External
We find that Teams Chat to External users of another tenancy Teams (using their full email name) notifies them within their Teams that there is an incoming message and allows them to participate in a text-only conversation. The recipient is logged into their 'home' Teams and doesn't need to do anything else, or switch to the senders Tenancy. If a Teams Chat is sent to a Guest user, who is logged into their 'home' Teams (and not the senders Teams tenancy) they get no notification. This is not the expected behaviour. Adding someone to a Channel automatically creates a Guest, and we are having to tell our users to ignore the suggested Guest account when trying to start a Chat and instead type in the full email name to send the message to an External account if they want their message to be seen immediately.
Teams pulls up main window after switching application windows during a meeting
I hope I can explain this properly, please let me know if it isn't clear. OS: macOS Sonoma Teams version: 24277.3502.3161.3007 When I am in a Teams call, I will often need to temporarily switch windows to Chrome or another application. When I tab back to the Teams call, the Main Teams window will pop up on top of the call, which requires me to minimize it in order to view the call window. I haven't been able to find a setting that addresses this specifically. Simplified steps: Join a Teams call from the the primary Teams window or Outlook calendar Switch applications to something else - Slack, Chrome, etc. Click the Teams icon in the dock The Teams call will take focus The Teams main window automatically pops up overlays the call, hiding it Thanks in advance for your help and please let me know if there is anything I can clarify.
[REQUEST]
Is there any foreseen capabilities in Team's channel which could act as a forum ? So, create a Forum channel type would be perfect, and here is why: 1. Within Teams, it is commonly to find use-cases where a community drops some issues, questions and so on, and being able to : - pin discussions/communications - set tags and filter them - Mark as solved (which may help others, and save ans best answer) sort based on people following would be a perfect integrations. looking forward to see the answers.
Teams not linking to document library
When creating a new teams you also create an associated SharePoint site that serves as its document library. This library then gets linked under the files tab in the general channel. At least this is how it is supposed to be. Lately however this does not seem to work correctly anymore The teams and general channel are created correctly, the SharePoint site is also create correctly. The files tab however does no longer link to the correct sub-site on our SharePoint but to the general site who obviously is not a document library, We are temporarily using the work around with creating a new tab and linking to the correct library but this is not a good solution in the long run. I've tested this on different devices, in app and in browser in anonymous browser windows to exclude any client side errors. On the old teams who are working properly clicking on the files tabs send out a get request to the following url <organisation>.sharepoint.com/sites/<teamname>/_layouts/15/filebrowser.aspx?<querystring> On the newly created sited I am not longer getting a reference to which site it should go and we see a url like <organisation>.sharepoint.com/_layouts/15/filebrowser.aspx?<querystring> This doesn't seem to be a fluke as we have tried it on different days, different machines with different accounts. The only thing we have in common is that the Teams admin role is managed trough PIM and has been requested just in time. Any help would be appreciated. The domain or root sharepoint have not been changed since it's creation many years agoEvolution from Old Call Centers to Modern Contact Centers
1) Introduction The evolution from traditional call centers to modern contact centers represents a significant evolution in customer service, driven by technological advancements, changing consumer expectations and the need for more efficient communication. What once started as simple telephone-based support centers have now evolved into sophisticated hubs of digital communication, as a result of advancements in technology and changing customer expectations. Traditional call centers often associated with rows of agents sitting at desks with telephones, were the backbone of customer service for decades. These centers focused on handling incoming calls from customers, resolving issues, and providing information about products and services. While effective in their time, they often faced challenges such as long wait times, limited operating hours, and difficulty in managing peak call volumes. With the advent of digital technology, call centres began to undergo a significant transformation. The introduction of email support, live chat, and social media platforms allowed customers to interact with businesses through multiple channels, providing greater convenience and accessibility. This shift towards digital communication not only improved customer satisfaction but also enabled call centers to handle a higher volume of inquiries more efficiently. 1) Key aspects of the evolution 2.1. From Voice-Only to Omnichannel Communication Old Call Centers: Primarily handled inbound and outbound phone calls. Image Source: AI generated New Contact Centers: Support omnichannel interactions which include email, live chat, SMS, social media, video calls, and messaging apps (WhatsApp, Facebook Messenger, etc.). Image Source: AI Generated Reason for the shift: Customers now expect seamless service across multiple channels, not just phone support. 2.2. From Reactive to Proactive Engagement Old Call Centres: Mostly reactive, agents waited for customers to call with their issues. New Contact Centres: Use AI and analytics to predict customer needs and reach out proactively (e.g., appointment reminders, outage alerts, payment follow-ups). Image Source: AI generated Reason for the shift: Proactive service improves customer satisfaction and reduces call volumes. 2.3. From Manual Tasks to AI & Automation Old Call Centres: Relied heavily on human agents for carrying out repetitive tasks. New Contact Centres: Use AI chatbots, IVR (Interactive Voice Response), and RPA (Robotic Process Automation) to handle routine queries, freeing agents for complex issues. Reason for the shift: Automation reduces costs, speeds up resolutions, and improves efficiency. 2.4. From Basic Metrics in the Reports to Advanced Analytics Old Call Centres: Tracked simple KPIs like call duration and wait times. Image Source: https://www.pk-anexcelexpert.com/investor-relations-kpi-dashboard-in-excel/ New Contact Centres: Leverage real-time analytics, sentiment analysis, and predictive modelling to optimize performance. Image Source: https://medium.com/pathway-to-data-analysis/call-center-dashboards-key-metrics-and-insights-2049ab9d7fb3 Reason for the shift: Data-driven insights help personalize interactions and improve decision-making. 2.5. From On-Premises to Cloud-Based Solutions Old Call Centres: Used bulky, on-premises hardware with limited scalability. Scalability required more physical hardware and management. New Contact Centers: Operate on cloud platforms (e.g., AWS, Microsoft Azure, Five9), enabling remote work, scalability, and faster updates. Reason for the shift: Cloud solutions offer flexibility, cost savings, and disaster recovery. 2.6. From Scripted to Personalized Interactions Old Call Centres: Agents followed rigid scripts. Greetings and openings with customer details samples: Hello, [Customer Name]. This is [Agent Name] from [Company Name]. We're excited you chose to join our community. How can we serve you today? Welcome, [Customer Name]. We're happy you chose [Company Name] for [product/service]. What can I help you with today? Hi [Customer Name], thank you for choosing [Company Name]. I see you recently [purchased/inquired about/etc. Product/Service Name]. Is this what you're calling about today? New Contact Centres: Use CRM integrations (Salesforce, Zendesk) to access customer history and personalize conversations. Image Source: https://infraon.io/blog/20-best-helpdesk-ticketing-systems-tools/ Reason for the shift: Customers demand a tailored experience, not just one-size-fits-all service. 2.7. From Cost Centric to Customer Centric Old Call Centres: Focused on minimizing call handling time. New Contact Centres: Prioritize customer experience (CX), even if it takes longer for the issue to resolve. Reason for the shift: Happy customers lead to higher retention and brand loyalty. 3) New trends in the contact centre space in 2025 The trends in Modern contact centre space are being driven by rapid advances in artificial intelligence, cloud technology, and evolving customer expectations. The Key developments include: 3.1. AI-Powered Agent Assistance and Agentic AI Enhanced Support: Instead of replacing human agents, AI now acts as a “copilot” to help agents by summarizing call data, suggesting responses, and predicting next-best actions. This allows agents to focus on solving more complex problems while routine tasks are automated. Proactive Engagement: AI tools are increasingly making autonomous decisions (agentic AI) to proactively guide customers through troubleshooting and decision-making processes.\ 3.2. Omnichannel and Mobile-First Experiences Seamless Interactions: Contact centers are moving beyond voice, integrating email, live chat, SMS, social media, and even extended reality experiences so that customers can switch channels without losing context. Mobile Optimization: With most customers and agents relying on mobile devices, solutions are now being designed with mobile-first principles to ensure quick & efficient interactions. 3.3. Enhanced Self-Service and Personalization Advanced Chatbots and IVRs: Next-generation conversational AI and IVR systems offer more sophisticated self-service options that can resolve many queries without human intervention. Data-Driven Personalization: Contact centres are leveraging predictive analytics and deep data insights to personalize customer interactions anticipating needs and tailoring responses based on a customer’s history and behaviour. Image Source: https://www.nextiva.com/blog/what-is-average-handle-time.html 3.4. Cloud Migration and Unified Communication Scalability and Flexibility: Cloud-based contact centre solutions (CCaaS) are now the norm, enabling businesses to scale rapidly, support remote agents, and integrate easily with other systems (like CRM and agent management tools). Integration of UCaaS and CCaaS: This convergence allows agents to access comprehensive dashboards and real-time data, streamlining workflows and boosting overall efficiency. 3.5. Focus on Agent Experience and Agent Optimization Upskilling and Empowerment: To reduce burnout and improve productivity, contact centres are investing in tools that provide real-time feedback, gamified training modules, and AI-driven insights to help agents perform better. Remote Work and Flexibility: Continued emphasis on flexible and remote working models not only attracts top talent but also enables a geographically diverse workers that can respond quickly to customer needs. 3.6. Security and Data Privacy Enhancements Voice Biometrics and Multi-Factor Authentication: With growing concerns over data breaches, contact centers are increasingly implementing robust security measures such as voice biometrics for user authentication and enhanced data governance practices. End-to-End Encryption: As more customer data is handled across digital channels, securing that data with comprehensive encryption and compliance frameworks is paramount. 3.7. Integration of Voice of the Customer (VoC) Programs Actionable Insights: Modern contact centres are integrating Voice of Customer (VoC) initiatives with AI-powered analytics to capture and act on customer feedback in real time (Using NLP, Automated data collection and Predictive analytics). This helps in continuously refining processes and proactively addressing issues before they escalate. Feedback Loop: By unifying data from multiple channels, businesses can better measure satisfaction and adjust strategies for improved customer loyalty. 4) Summary The evolution represents how organizations manage customer interactions. In the past, call centers were largely voice-based operations with limited channels and a heavy focus on handling incoming and outgoing calls. Today, modern contact centers offer omnichannel support integrating email, live chat, SMS, social media, and even video so customers can engage through their preferred communication medium without losing context. The shift is a result of focus on omnichannel support, advanced analytics, and technology-driven solutions, modern contact centers which not only meet but often exceed evolving customer expectations, thereby driving improved customer satisfaction and business outcomes.
bug: no tray icon notification badge for new messages in the account not currently active.
The teams windows tray icon is supposed to show a new messages/activity badge. If you have multiple M365 accounts in Teams and there's a new message in the account that's not currently active, it does show the transient notification popup but the tray icon does not change. win11 24h2, Teams version 25094.310.3616.953
Persistent Bluetooth Headset Issues in Microsoft Teams
Many users, including myself, have encountered persistent issues using Bluetooth headsets with Microsoft Teams, particularly in the desktop app. Common problems include: Audio Output Problems: Low audio quality or no audio at all. Microphone Issues: The microphone does not function consistently or at all. Connection Drops: Devices disconnect unexpectedly during or after breakout sessions. Specific Trigger Points: These issues are often limited to Teams and do not occur in other applications. Notable Observations: Disabling the "Handsfree Telephony" service on the headset in Windows resolves many of these problems but renders the headset as a simple audio output device, necessitating an external microphone. The issues seem prevalent across various brands (e.g., Jabra, Poly Voyager, Sony, Bose) These issues are frustrating, especially since they are less frequent in other apps like Zoom or on the Teams web app. It seems related to how Teams interacts with Bluetooth profiles (A2DP vs. HFP) and prioritizes them during meetings. Action for the Community: To help Microsoft prioritize this issue, I’ve submitted detailed feedback on the Microsoft Teams Feedback Portal. If you’re experiencing similar problems, I encourage you to upvote and comment on the feedback to bring more visibility to this matter. Vote for the Feedback Here
How to see late turn in info AFTER returning student work
As the title says. I recently returned some assignments and after doing so cannot now find out the turn in information anymore. It was really helpful to have a record of who turned in late but the insights wasn't giving me a summary of the student scores but did tell me how late the assignments were(It would not even tell me if they were late, everything just marked as returned). After returning them I get the scores but not how late they were. Is there a way to see both or should I just not return assignments?
