What is changing?

When this feature is enabled for a Call Queue, all incoming calls are automatically recorded and transcribed. Administrators can configure this per queue via the Teams Admin Center or PowerShell. Additionally, settings are available for:

  • Automatic call recording
  • Call transcription
  • Access to recordings for agents and supervisors
  • Central storage of recordings in SharePoint
  • View via the Teams Queues app


What are the benefits for our customers?

For organizations using Microsoft Teams as a telephone system or service desk, this development offers several benefits:

1. Improved quality and coaching

Calls can be easily replayed and analyzed. This helps in training staff and improving customer satisfaction.

2. Less administrative work

Thanks to automatic transcriptions, employees need to take fewer notes. Important information from calls is easily accessible.

3. Faster retrieval of customer contact

Instead of listening to an entire recording, specific topics, agreements, or customer inquiries can be quickly searched in the transcript.

4. Support for compliance and audits

For organizations that need to record calls for quality or compliance purposes, this feature offers an integrated solution within Microsoft Teams.

5. One centralized environment

Recordings are stored in SharePoint and accessible from the Teams Queues app, keeping all data within the Microsoft 365 platform.


What does this mean for your organization?

Many organizations that need automatic call recording today rely on external contact center or recording solutions. With this new functionality, Microsoft brings this capability directly to Teams Call Queues, simplifying management and potentially reducing the need for additional tools.


At 365 Angels, we closely follow this development. As soon as Microsoft reveals more details about licensing, availability, and configuration options, we will of course share an update.


Want to know how your organization can make optimal use of Teams Telephony and Call Queues? Feel free to contact the team at 365 Angels.