006 – Teams Queues App: do you still need a contact centre?
Ever wondered if the Teams Queues App could save you from a full contact centre deployment? Ben and Zach get into Microsoft's Contact Center Lite experience in episode six of 365 Explained. In this episode, we explore:
What the Queues App actually is (and what it isn't) 🔹The Teams Premium licensing question—who needs it?
Monitor, whisper, barge, and takeover functionality explained
Real-time analytics (spoiler: it actually updates in seconds)
Shared call history, the feature that finally arrived
When Queues App is enough vs when you need a proper contact centre
What's still missing (hello…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.