Microsoft Teams no longer simplest we could companies habits far flung video and calls from its workers, it will probably additionally lend a hand consumers who name in with questions or issues. Today, the corporate introduced that it has made the brand new Queues app for Teams usually to be had. It was once created in particular for customers to raised maintain calls from the ones consumers.

In a weblog submit, Microsoft says the brand new Queues app for Teams was once advanced for customer support representatives who would possibly no longer paintings within the standard name middle. It added:

The intuitive interface and real-time updates of the Queues app, make certain that brokers can organize incoming calls, supply help, and get to the bottom of problems successfully. Agents and leads can simply decide out and in relying on their availability, and if configured through the administrator, they are able to view the CRM document for incoming PSTN calls facet through facet to make sure they’ve all of the context they want to supply a high quality customer support enjoy.

The app permits customer support reps to invite for extra make stronger from their lead workers, together with a strategy to transfer between name queues. It comprises real-time information that we could customers see what number of calls are on dangle, what the typical wait time is for the ones consumers, and what number of people determined to finish their calls earlier than achieving a consumer.

Of direction, Microsoft may be including make stronger for its Copilot generative AI assistant for the Queues app by means of Teams Phone. The corporate says Copilot can seize notes, highlights, and subsequent steps for every name. It too can ship that information to every other buyer rep.

The Queues app is now to be had for corporations that experience a Teams Premium subscription, which additionally provides further options like clever name recap, are living translations, captions, and extra that may also be useful for customer support reps who take calls with Teams.