MC975306 - Microsoft Teams: Adding "Service level" to real-time metrics for the Queues app

Updated January 22, 2025: We have updated the rollout timeline below. Thank you for your patience.

Coming soon to Microsoft Teams: In the Queues app, we will include Service levelin the real-time metrics. Authorized users will be able to review the Service level metric and adjust staffing accordingly. This message applies to the Queues app for Microsoft Teams on Windows desktop.

This message is associated with Microsoft 365 Roadmap ID 472023.

When this will happen:

General Availability (Worldwide): We will begin rolling out early March 2025 (previously mid-February 2025February) and expect to complete by late February 2025. March 2025 (previously late February).

How this will affect your organization:

Teams admins need to turn on the service level and set target time in the admin portal - Voice App policy.

This change will be available by default.

What you need to do to prepare:

This rollout will happen automatically by the specified date with noand admin action required beforecan turn on the feature in the admin portal after the rollout. Review your current configuration to determine the impact for your organization. You may want to notify your users about this change and update any relevant documentation.

Learn more: Manage Queues app for Microsoft Teams - Microsoft Teams | Microsoft Learn