How much should Teams presence influence call routing

Good question — and one that exposes a broader visibility gap.

Before optimizing routing *logic*, the precondition is often

that someone can actually see presence state for a meaningful

set of users at once. In most Teams Phone setups, presence is

per-user and buried in individual profile cards — you can't

get a real-time overview of who's actually available across

the team without clicking through each person.

The practical approaches I've seen in real deployments:

1. **Call queues with presence-based routing** (built-in):

Works reasonably well for dedicated queue agents, but

still doesn't give supervisors live visibility across the

whole team.

2. **External presence dashboard**: Read all users via Graph

API (`getPresencesByUserId`), display in a wall view.

Supervisors can then see "5 of 12 agents are Available

right now" before even touching routing config.

The second approach actually helped inform routing decisions

in a few environments I know — you see in real-time when

presence quality degrades (too many Away/unknown states)

and can investigate before it hits callers.

[I built a tool for #2 — teamsdashboard.com — disclosure since

it's directly relevant to the question]