![Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover [MC999443]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-brett-sayles-1597776-1024x683.webp "Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover [MC999443]")
Message ID: MC999443
For Microsoft Teams, in the Queues app, authorized users will be able to enter into a monitoring session for private coaching. They can listen to customer calls, whisper to the agents for private messages, and barge into or takeover the call.
This message is associated with Microsoft 365 Roadmap ID 473884.
[When this will happen:]
Targeted Release: We will begin rolling out mid-March 2025 for and expect to complete by early April 2025.
General Availability (Worldwide, GCC): We will begin rolling out late April 2025 and expect to complete by early May 2025.
[How this will affect your organization:]
In the Teams Queues app, authorized users will now have access to selected capabilities for private coaching.
- Monitor
- Whisper
- Barge
- Takeover
[What you need to do to prepare:]
This rollout will happen automatically with no admin action required. You may want to notify your users about this change and update any relevant documentation as appropriate.
Source: Microsoft
![Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover [MC999443]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-googledeepmind-25630338-150x150.webp "Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover [MC999443]")
![Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover [MC999443]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-seatizen-co-170969-557782-150x150.webp "Microsoft Teams: Queues app to add Monitor, Whisper, Barge, and Takeover [MC999443]")
The upcoming updates to the Microsoft Teams Queues app are set to introduce some exciting features that will significantly enhance the experience for both admins and users alike. With the addition of Monitor, Whisper, Barge, and Takeover functionalities, authorized users will have powerful tools at their disposal for private coaching during customer calls. This means that not only will they be able to listen in on calls discreetly, but they can also provide real-time support to agents when needed—without the customer being any the wiser!
For admins, this change is a welcome enhancement to the training and support capabilities within Teams. The ability to monitor calls and provide coaching in real-time can lead to improved performance and customer interactions, ultimately benefiting the organization as a whole. Plus, since this rollout will happen automatically with no action required on their part, admins can enjoy a bit of peace of mind knowing that they can focus on more strategic tasks rather than worrying about updates.
Users, on the other hand, will likely find these features invaluable for their professional development. The opportunity to receive immediate feedback and support during calls could boost their confidence and effectiveness, leading to better customer satisfaction. However, it’s important for users to be aware of these changes and understand how they can leverage these new tools to their advantage.
As for how impactful these changes will be, that largely depends on how organizations choose to implement and communicate these new features. If utilized effectively, the potential for improved training and enhanced customer service is significant. After all, who wouldn’t want a little whisper of wisdom during a challenging call?
I encourage everyone to share their thoughts on these updates! How do you think the new features will change the way we handle customer interactions? Let’s hear your insights! And for more updates and discussions, don’t forget to check out additional posts on mwpro.co.uk.