Next Gen Call Center built by Microsoft Teams | Queues app for agents & supervisors | Deep Dive Demo

Step-by-Step Tutorial: Next Gen Call Center with Microsoft Teams Queues App

1. Introduction to Queues App:

   • The Queues app, also known as Advanced Call Center functionality of Microsoft Teams Phone, is set to be released.
   • It complements the existing features of Microsoft Teams, offering enhanced call center capabilities.
   • Watch the video titled "Next Gen Call Center built by Microsoft Teams | Queues app for agents & supervisors | Deep Dive Demo" from the channel "Collaboration Simplified" for a detailed overview.

2. Review Announcement and Documentation:

   • Refer to the video, slides, and announcement made by Bdo Poly from Microsoft on March 26 for detailed information.
   • Explore the article that provides insights into the features and functionalities of the Queues app.

3. Understand Authorized Users:

   • Authorized users in your organization, such as business owners or team leads, can manage operational changes for call queues and auto attendants.
   • They have access to features like changing business hours, holiday greetings, and call routing.
   • Access technical documentation on the left-hand side of the phone section in Microsoft Teams admin center for more information.

4. Explore Premium Features:

   • Premium features, including real-time reporting, historical reporting, and configuration options, are available with Teams Premium license.
   • Consult the "Manage Voice Application Policies" section for detailed insights on authorized user access and configurations.

5. Building a Call Center in Teams:

   • Navigate to the Teams admin center under the "Voice" section and access "Auto Attendants" to create and manage call centers.
   • Assign authorized users to manage settings like opening/closing times and custom greetings for auto attendants and call queues.

6. Utilize Call Center Capabilities:

   • The Queues app offers features like call control, monitoring, call handling, and historical reporting within Microsoft Teams.
   • Supervisors can optimize the call center experience, manage call queues, and prioritize calls based on business needs.

7. Agent's Perspective:

   • Agents can handle incoming calls, transfer calls, initiate outbound calls, and access call logs within the Queues app.
   • They can switch between multiple call queues, monitor call statistics, and ensure efficient call handling for better customer service.

8. Supervisor's Perspective:

   • Supervisors can monitor call queues, view call statistics, and manage agent activities within the Queues app.
   • They have options to monitor calls, provide coaching advice to agents, and optimize call handling for improved performance.

9. Real-Time and Historical Reporting:

   • Access real-time statistics on call volumes, average call times, and caller actions within the Queues app.
   • Generate historical reports for in-depth analysis of call center performance and export data for further evaluation.

10. Customize Settings and Policies:

    • Authorized users can customize settings, manage incoming calls, and add agents to call queues as per business requirements.
    • Utilize the settings section to configure call handling, agent assignments, and other call center functionalities.

11. Prepare for Future Updates:

    • Stay informed about upcoming features and enhancements in the Queues app, scheduled for release in the summer of 2024.
    • Keep an eye out for new functionalities like integration with CRM applications and improved reporting capabilities.

12. Conclusion:

    • Embrace the Next Gen Call Center capabilities offered by the Microsoft Teams Queues app for seamless call handling and enhanced customer service.
    • Stay updated with the latest developments and enhancements to leverage the full potential of the Queues app for efficient call center management.

By following these steps, you can explore and utilize the advanced call center functionalities provided by the Microsoft Teams Queues app for agents and supervisors.