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What changes?

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
  • Access via the Teams Queues app


What are the benefits for our customers?

For organizations using Microsoft Teams as a call center or help desk, this development offers several advantages:

1. Better 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 can be found directly.

3. Faster retrieval of customer contact

Instead of listening to a full recording, you can quickly search the transcript for specific topics, agreements, or customer questions.

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 central environment

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


What does this mean for your organization?

Many organizations needing 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. This makes the solution easier to manage and may reduce the need for additional tools.


At 365 Angels, we are closely following this development. As soon as Microsoft announces more details about licensing, availability, and configuration options, we will certainly provide 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.

 

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