Supervisor Guides

1. Select Settings and more next to your profile picture at the top of Teams.
2. Select Settings .
3. Go to Calls .
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.

• Open Microsoft Teams.
• 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.

1. Select Settings and more next to your profile picture at the top of Teams.
2. Select Settings .
3. Go to Calls .
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.

Receive notifications when queues exceed wait time thresholds, agents become unavailable, or service levels drop below targets.

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

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.

1. Open the Microsoft Teams desktop app.
2. Select the ellipsis (··· More options)
3. Choose Add member.
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.

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. 

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.
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.

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.

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.