Microsoft Teams Phone now supports intelligent call queue routing powered by AI priority scoring. The system factors in agent expertise ratings and real-time workload to connect callers with the most appropriate available agent.
Internal testing shows up to 18% reduction in average handle time.
Key Details
- AI Priority Scoring
- Real-Time Workload Balancing
- Expertise-Based Routing
Admins can configure the new routing settings in the Teams Admin Center under Voice > Call Queues.
Our Take
This is the right call, but Microsoft is underselling how disruptive it'll be. Users have built years of muscle memory around that Chat / Teams split — expect a wave of support tickets the week it lands. Get ahead of it with a quick communication to your users before it shows up, not after.
Bottom Line
Good change, bad rollout timing for unprepared orgs. Send a user comm now.
