Microsoft Teams Queues App Explained — Shared Call History, Copilot, and What's Next

About this episode

Sean Gilmour discusses the evolution and new capabilities of the Microsoft Teams Queues app.

Sean Gilmour, Principal Lead PM for Advanced Calling Experience at Microsoft, discusses the evolution of the Microsoft Teams Queues app — from its origins as a purpose-built workspace for collaborative calling to the latest capabilities, including shared call history and some of what is coming next. • How the Queues app was designed for "citizen agents" — workers who handle customer calls alongside their primary roles, from HR and internal help desks to healthcare professionals and financial...

People in this episode

Host: Tom Arbuthnot

Guest: Sean Gilmour

Topics covered

• Microsoft Teams
• Queues app
• collaborative calling
• shared call history
• citizen agents
• customer calls

Keywords

• Microsoft Teams
• Queues app
• shared call history
• collaborative calling
• citizen agents
• customer service

Mentioned in this episode

Organizations: Microsoft

Products: Microsoft Teams Queues app

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