Existing features in the Queues app for Microsoft Teams
- Collaborative Call Handling:
- Team members can manage incoming calls, both PSTN and VoIP, directly from Teams. They can also make outbound calls on behalf of assigned call queues or auto attendants.
- Real-Time Analytics:
- Users can access real-time metrics such as the number of waiting calls, average wait time, and longest call waiting time
- Historical Reporting:
- The Queues app provides historical data for the past 27 days. However, you currently cannot export this data.
- Delegated Administration:
- Team leads or supervisors can manage and configure call queues and auto attendants directly from the Teams client. This includes adding or removing queue members, adjusting call handling flows, and configuring greetings.
- Teams Client Integration:
- The app integrates seamlessly with Microsoft Teams desktop, Mac, and VDI clients, ensuring consistent functionality.
Limitations of the Queues app for Microsoft Teams
The Queues app for Microsoft Teams is a powerful native tool for managing and monitoring call queues, but it does have several limitations that may affect its suitability depending on your organization’s needs.
- Limited Historical Reporting:
- The MS Teams Call Queue App only provides historical metrics for up to 27 days. This short timeframe can be restrictive for businesses needing long-term analysis and trend identification.
- Platform Limitations:
- The app is only supported on Teams desktop, Mac, and Virtualized Desktop Infrastructure (VDI) clients. It does not support web or mobile clients, limiting accessibility for users on the go.
- Agent and Queue Limits:
- There is a limit of 200 agents per call queue, and it is recommended that no more than 100 call queues be assigned per user. These limits can be restrictive for larger organizations with extensive call management needs.
- Nesting Restrictions:
- Nesting auto attendants and call queues without a resource account is not supported. This can complicate the configuration and management of more complex call routing scenarios.
- Licensing Requirements:
- Users must have both a Teams Phone and a Teams Premium license to use the Queues app. This adds to the cost and complexity of deployment.
What organisations is the Queues app right for?
- Comprehensive Historical Reporting:
- Clobba CQ offers cradle-to-grave reporting, to encompass detailed analysis of multi-leg calls and long-term performance trends.
- Real-Time Metrics and Alerts:
- Clobba CQ provides real-time metrics and proactive alerts when user-defined thresholds are hit. This enables dynamic decision-making and ensures that resources are allocated efficiently to meet service level agreements (SLAs).
- Customizable Dashboards:
- The platform features customizable dashboards with hundreds of layout variations. This flexibility allows businesses to tailor their reporting to their specific needs and preferences.
- Gamification and Motivation:
- Thresholds applied to wallboards introduce gamification, which can motivate agents and teams to perform better. This can lead to increased productivity and higher levels of customer satisfaction.
- Role-Based Access:
- Clobba CQ supports role-based access, restricting use at the feature and organizational unit (OU) level. This ensures that sensitive information is only accessible to authorized personnel.
- Deployment Flexibility:
- Clobba CQ can be deployed from the Code Cloud or within the customer’s environment. This flexibility allows businesses to choose the deployment method that best fits their IT infrastructure and security requirements.
How does the Queues app compare to Clobba Call Queues?
Both the Microsoft Queues app and the Clobba Call Queues module are designed to enhance call management within Microsoft Teams. However, they cater to different organizational needs and offer varying levels of functionality.
Here’s a quick look at the key differences to help you understand their features and determine which solution meets your requirements:
Conclusion
If your organization requires basic call queue management with integrated real-time metrics and operates primarily within the Microsoft Teams environment, the Microsoft Queues app may suffice. However, for more advanced reporting, comprehensive analytics, and enhanced queue management features, Clobba Call Queues would be a more suitable choice. Evaluating your organization’s specific needs and the complexity of your call management requirements will guide you to the appropriate solution.
Additionally, Clobba CQ is part of the wider Clobba Flex suite. It complements other Clobba tools such as Voice Recorder, UC Analytics and License Adoption to provide a complete Unified Communications management solution.
