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Supervisor Guides

A Supervisor is a user who oversees a call center and manages specific configuration settings for the call center and Call Queue in Teams.

 

Transform Call Queue Management with Teams Phone

As a supervisor, Teams Phone gives you powerful tools to manage call queues and monitor agent performance, including:

  • Modify greetings, voicemail prompts, call routing flows, business hours, and other queue or attendant settings.
  • New visibility into queue operations
  • Real-time agent presence and participation
  • Dynamic membership management
  • Detailed call metrics
  • Real-time dashboards and statistics
  • Enhanced reporting capabilities
  • Powerful new queue management tools

Default Call Center Settings

Call Centers have the following default settings:

  • No greeting
  • Routing Method: Attendant routing
  • Call agents can opt out of taking calls
  • Call overflow: Maximum number of calls in queue is set to 3
  • When the maximum number of calls is reached, calls are redirected to voicemail.
  • Maximum wait time: 1 minute
  • When the caller waits more than the maximum wait time, calls are redirected to voicemail.
  • When no agents are available, calls are redirected to voicemail.
  • Voicemail greeting: We are not available to take your call at this time. Please stay on the line to leave a voicemail.
  • Transcription of voicemails: On
How to change greeting
  1. Select Settings and more Select to see more options next to your profile picture at the top of Teams.
  2. SScreenshot of how supervisor can mofify business hours and customize the call centerelect Settings Settings button.
  3. Go to Calls Audio call button.
  4. Select your Call Center at the top.
  5. Under Call flow for business hours, click on Add a greeting message.
  6. Enter the message.
Change routing method
  • Open Microsoft Teams. screenshot of routing rules
  • Click Queues (use More (…) if you don’t see it).
  • Select the call queue you manage.
  • Go to the Settings tab.
  • Configure Call handling (sometimes labeled Exception handling):
    • Routing method: choose Attendant, Round robin, Serial, or Longest idle.
    • Greeting & prompts: set the incoming greeting and music on hold as needed.
    • Overflow: set the maximum queue size and choose an overflow destination (e.g., another queue, user, voicemail, or Teams channel).
    • Timeout: set the maximum wait time and choose a timeout destination.
    • Business hours & holidays: (if available) set after-hours routing and holiday schedules.

Supervisor Capabilities

Supervisors, granted access by an admin, can:

Change the business hours
  1. Select Settings and more Select to see more options next to your profile picture at the top of Teams.Screenshot of how supervisor can mofify business hours and customize the call center
  2. Select Settings Settings button.
  3. Go to Calls Audio call button.
  4. Select your Call Center at the top.
  5. Under Manage business and after hours, click on Manage hours.
  6. Enter the hours as desired.
View analytics

Receive notifications when queues exceed wait time thresholds, agents become unavailable, or service levels drop below targets.Supervisor view of calling center metrics

View agents in Teams App
  1. Call Center Agents screenshotOpen the Microsoft Teams desktop app.
  2. Select the ellipsis (···) next to the team name.
  3. Click Manage team.
  4. Click Members at the top
Change an agent type (agent vs. owner)
  1. Open the Microsoft Teams desktop app.
  2. Select the ellipsis (···) next to the team name.
  3. Click Manage team.
  4. Click Members at the top
  5. On the row for the member desired, click the drop down under Role and change it to the desired role.
Owner and member dropdown

Queues App

Below are some basic guides to get started. Other features and methods are available at Microsoft Supervisor Call Queue topics.

Centralized queue management dashboard

Adding Agents
  1. Open the Microsoft Teams desktop app.
  2. Select the ellipsis (··· More options)
  3. Choose Add member.Microsoft Teams Add Member screenshot
  4. Search for and select the person you want to add as an agent.
  5. Go to Settings > Calls
  6. Select the call tab you'd like to make changes to along the top of the screen.
  7. Select Manage users and groups for call answering.
  8. Select Edit to change who is in the call queue.
  9. Select Add users and groups.
  10. Add a user or group by typing their name and selecting the correct person or group from the dropdown.
  11. Click and drag users or groups to rearrange your list order.
  12. To remove a user or group from the list, select the trash next to their name.
Remove an agent
  1. Navigate to the Queues app: Open the Queues app within Microsoft Teams.
  2. Find your call queue: Select the relevant call queue to view its details.
  3. Select users or groups: Choose the desired individual users, distribution lists, security groups, or other groups to be added as agents.
  4. Assign to the queue: Finalize the addition of the selected users to the call queue. 

Real-time agent status monitoring

See which agents are available, busy, or offline

As a supervisor, you can view agent availability in two ways , through the Calls tab in Teams or by using the Queues app.

Option 1: Using the Calls Tab

  1. Open Teams.blur
  2. Select the Calls tab on the left-hand side.
  3. Then, select Calls again at the top of the page.
  4. You’ll be able to view which agents are available.

scre

Option 2: Using the Queues App

  1. Open the Queues app in Teams.
  2. From there, you can also view agent availability and queue activity.

View Call Volume

To View Call Volume Using the “Queues” App in Teams

  1. Open the Queues app in Teams.
  2. Select the queue you manage.
  3. You’ll be able to view key metrics such as:
    1. Number of active calls
    2. Agents available/unavailable
    3. Recent call history and missed calls
  4. For more customized analytics, click the Analytics link in the top-right corner.

    analytics view