Teams Call Queue Reporting: What is the Queues App?

What is the Queues App and what Teams call queue reporting features does it have?

Simplify Call Handling with the Queues App in Microsoft Teams

For teams that need lightweight call management tools without the complexity of a full contact center for Microsoft Teams, the Queues App offers a practical solution built right into the Teams call queue reporting experience. From managing users to monitoring performance, it provides the essentials to keep call operations running smoothly.

Manage Who’s Taking Calls

Agents can easily toggle their availability for specific queues, giving them flexibility throughout the day. Managers can also step in to update agent statuses manually, ensuring the right coverage at the right time.

Stay on Top of Performance in Real Time

Supervisors get a clear view of live call activity, including how many calls are waiting, average and longest wait times, and service level percentages. This real-time call queue reporting visibility helps identify and respond to bottlenecks quickly.

Review the Past, Plan for the Future

A newly added historical reporting feature allows users to view up to 27 days of call data. While exports aren’t available yet, this window into past performance helps teams identify trends and make informed adjustments.

Make Outbound Calls with Shared Numbers

Agents can place outgoing calls using queue or auto-attendant numbers, preserving consistent contact points for customers and keeping communications professional.

Administer Without Leaving Teams

Call flows, queue settings, and agent assignments can all be managed by designated team leads or managers—no need to switch platforms. And because it’s fully integrated with Teams clients on Windows, macOS, and VDI, users enjoy the same experience wherever they work.

The Queues app for Microsoft Teams is included with Teams Premium, Microsoft’s add-on license that unlocks advanced features across the platform. 

Why Do I Need Teams Call Queue Dashboard and Reporting?

Call queue reporting in Microsoft Teams is essential for understanding how your phone and Teams call queue reporting system is really performing. It helps you track key metrics like call volume, wait times, abandoned calls, and agent activity; data you can use to improve customer experience and operational efficiency. Without reporting, it’s nearly impossible to spot bottlenecks, optimize staffing, or justify telecom-related decisions. Whether you’re managing a help desk, reception team, or internal support line, call queue reporting turns everyday call activity into actionable insight.

How does the Teams Queues App to Imagicle’s?

Imagicle offers a state of the art Advanced Queueing ACD solution that fills the gap in advanced contact center needs.

Features	MS Teams Native Queues	Imagicle Advanced Queuing
Call Distribution	Basic round-robin or longest idle	Advanced algorithms (longest idle, priority, VIP routing, etc.)
IVR (Interactive Voice Response)	Basic IVR with limited customization	Multi-level IVR, customizable prompts, self-service options
Queue Management	Basic queue management	Detailed real-time queue monitoring, weekly timetable, several call overflow options
Agent Features	Basic agent presence control	Advanced login/logout, pause reasons, supervisor control
Wallboards & Dashboards	Basic reporting and call statistics	Real-time analytics, custom dashboards, performance tracking
Reporting & Analytics	Basic call logs and reports	Advanced reporting with KPIs, trends, and historical analysis
Integration	Basic integrations with Microsoft ecosystem	Integrates with CRM, ERP, and third-party apps
Supervisor Features	Basic supervisor tools	Force login/logout and queue open/close
Redundancy & Reliability	Dependent on Microsoft infrastructure	High availability, failover options
User Experience	Standard Microsoft UI	Customizable experience, detailed control
Licensing & Cost	Included in Teams but with basic functionality	Additional licensing required, but feature-rich

Is the Queues App in Microsoft Teams the Right Fit for You?

The Queues app is a practical choice for organizations already using native Teams call queues or receptionist tools, and looking to enhance their setup with basic reporting and agent management directly within the Teams interface. It adds useful visibility and control for frontline supervisors but comes with limitations.

It’s important to note that this app isn’t designed to function as a full contact center. Key features like intelligent call routing, advanced analytics, and policy-based call recording are not included, making it less suitable for teams with complex customer service needs.

For organizations seeking a more comprehensive solution, Imagicle Contact Center for Microsoft Teams – Advanced Queueing in particular – provides a robust alternative. With features such as traditional and AI powered IVRs, advanced reporting, secure call recording, supervisor tools, and CRM integration, Imagicle offers a fully featured contact center experience that goes far beyond the capabilities of the Teams Queues app. 

Conclusions

Microsoft Teams has taken a major step forward with the Queues app, delivering much-needed visibility and control for organizations handling inbound calls without the need for a full contact center solution. It simplifies day-to-day operations, offers real-time supervision tools, and introduces light reporting all from within the Teams interface.

However, for businesses that rely heavily on voice communications or require deeper analytics, smarter routing, or compliance-ready features, the Queues app may fall short. That’s where a more comprehensive solution like Imagicle Contact Center comes in, enhancing Teams with advanced features designed to support growing service teams, IT departments, and customer-facing operations.

Ultimately, choosing between the Queues app and a full contact center solution depends on the complexity of your needs. If you’re looking for simplicity and basic control, the Queues app is a great place to start. But if you’re aiming to deliver a superior customer experience with advanced tools and insights, it’s worth exploring a more robust platform like Imagicle.

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Need help choosing the call reporting solution for your needs?

Contact Imagicle experts – they’ll be in touch and eager to help you.

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