Getting Queues App in Teams

One of my co-workers asked me a question a few days back can we access Queues App in Teams without having Teams premium license and how it will improve Customer Service as this app is available for General Availability Channel?

Can we access Queues App in Teams without having Teams premium license?

Answer : No, we need to assign Teams premium license, phone license and voice enabled user in order to make the Queues App available for the user.

How it will improve Customer Service as this app is now available for General Availability Channel?

The Queues App is designed for managing call queues and auto attendants. The allows the 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

• 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.

Summary: The Queues App provides excellent call management features, but it isn't a full-fledged contact center solution. It lacks advanced capabilities such as intelligent call routing, in-depth reporting, and call recording. To access these functionalities, businesses may need to integrate a third-party solution within Microsoft Teams.