Supervisor Guides

Supervisor

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:

• New visibility into queue operations
• Real-time agent presence and participation
• Proactive alerts to stay ahead of issues
• Dynamic membership management
• Detailed call metrics
• Real-time dashboards and statistics
• Enhanced reporting capabilities
• Powerful new queue management tools

Supervisor Capabilities

Supervisors, granted access by an admin, can:

• Modify greetings, voicemail prompts, call routing flows, business hours, and other queue or attendant settings.
• Use the Teams desktop client or Queues app to manage memberships, routing rules, and access both real-time and historical call metrics.

View Agents in Teams app

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

 

To add an agent, supervisors should:

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.

 

 

 

 

• Go to Settings > Calls
• Select the call tab you'd like to make changes to along the top of the screen.
• Select Manage users and groups for call answering.
• Select Edit to change who is in the call queue.
• Select Add users and groups.
• Add a user or group by typing their name and selecting the correct person or group from the dropdown.
• Click and drag users or groups to rearrange your list order.
• 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. 

Manage routing rules

 

Real-time agent status monitoring

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

  

• Historical reporting and trends - Access comprehensive reporting including call duration, abandon rates, and service level metrics. Export data for deeper analysis and performance tracking.
• Integration with Teams presence indicators