{"id":11587,"date":"2026-10-22T10:26:16","date_gmt":"2026-10-22T17:26:16","guid":{"rendered":"https:\/\/www.aerocominc.com\/info\/?p=11587"},"modified":"2026-10-22T10:26:17","modified_gmt":"2026-10-22T17:26:17","slug":"the-queues-app-for-microsoft-teams-phone-analytics-365-demos-review-a-great-combo","status":"publish","type":"post","link":"https:\/\/www.aerocominc.com\/info\/the-queues-app-for-microsoft-teams-phone-analytics-365-demos-review-a-great-combo\/","title":{"rendered":"The Queues App for Microsoft Teams Phone &amp; Analytics 365 | Demos &amp; Review | A Great Combo"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Your company has Microsoft Teams Phone System with a small call center, and you are getting complaints about long hold times, but you have no way to tell if the problem is agent behavior or simply not enough staff answering the phone.<br>In this video, I give you my full review and demo of the Queues app for Microsoft Teams Phone and Analytics 365, and show you why combining the two solves the problem that neither one solves on its own.<br>Want my recommendations on the best Teams Phone System vendors for your company? Ask me today.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"The Queues App for Microsoft Teams Phone &amp; Analytics 365  Demo &amp; Review  A Great Combo\" width=\"550\" height=\"309\" src=\"https:\/\/www.youtube.com\/embed\/rrBU_zDh07I?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"mailto:AskMike@AeroComInc.com\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"200\" height=\"100\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2023\/03\/Ask-Mike.png\" rel='magnific' alt=\"\" class=\"wp-image-10739\"\/><\/a><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\">About Me<\/h2>\n\n\n<div class=\"wp-block-image is-resized\">\n<figure class=\"alignleft size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2023\/03\/Mike-Smith-square-head-shot-2022-06-1.png\" alt=\"\" class=\"wp-image-10741\" style=\"width:61px;height:auto\"\/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the&nbsp;<a href=\"http:\/\/mydigitalpublication.com\/publication\/index.php?i=68145&amp;m=&amp;l=&amp;p=53&amp;pre=&amp;ver=swf\" target=\"_blank\" rel=\"noreferrer noopener\">top 40<\/a>&nbsp;business people in tech-heavy Orange County, CA. Follow Mike&nbsp;on&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/Aerocominc\" target=\"_blank\" rel=\"noreferrer noopener\">YouTube<\/a>,&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/mikesmithaerocom\/\" target=\"_blank\" rel=\"noreferrer noopener\">LinkedIn<\/a>,&nbsp;<a href=\"https:\/\/twitter.com\/MikeSmithsBrain\" target=\"_blank\" rel=\"noreferrer noopener\">Reddit<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/community.spiceworks.com\/people\/mike-aerocominccom?source=navbar-subnav\" target=\"_blank\" rel=\"noreferrer noopener\">SpiceWorks<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Transcript<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If your company has 100 or more users and you want recommendations on the best Teams Phone System vendors to quote, or if you want more information on the Queues app or Analytics 365, send me an email or give me a call at 714.593.0011. I will introduce you to my team at Call Tower, led by my buddy Adam and his sales engineer, who provided much of the demo footage in this video. I have worked with Adam\u2019s team for as long as Teams Phone has existed, and they do a fantastic job for my customers. You will get better pricing and the best team to work with compared to reaching out directly. I am a broker for all the major business telecommunications vendors in the marketplace, I have been doing this for over 20 years, and it will not cost your company anything. Join the thousands of other companies who have used me to help their company make a better decision in a fraction of the time. Also do not forget to subscribe to the YouTube channel and go check out AeroComInc.com.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The Problem This Solves<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Picture this scenario. Your company uses Teams Phone System and has a small call center. Calls are coming in heavy and customers are complaining about long hold times, but you do not know if the fix is adding more agents or if the agents you already have simply are not answering the phone like they should be.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To diagnose that, you need visibility into things like a full agent roster in the call queue with historical stats on calls received, answered, missed, and bounced. You need cradle to grave reporting showing exactly where a call went step by step and who ultimately hung up. You need real time queue status showing who is logged in versus who should be, with the ability to log agents in manually. And you need average hold time and abandonment data, including when and why callers are hanging up.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The Queues App for Microsoft Teams Phone<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The first thing most customers in this situation find is the Queues app for Microsoft Teams Phone, and it is a solid find. It requires a <a href=\"https:\/\/www.aerocominc.com\/info\/microsoft-teams-phone-system-review-2026\/\">Microsoft Teams<\/a> Premium license for every user involved, but it delivers real value for this exact scenario.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The app sits as an icon in the left hand Teams menu bar. At the top you see your different call queues. Selecting a queue shows either your people or your active calls. Hovering over a person gives you the option to opt them in or out of the queue, start a chat, or if they are on a call, monitor or barge into it. If you are getting complaints about hold times, you can quickly check whether every agent who should be logged into the queue actually is, and log them back in manually or add additional team members to help absorb the volume.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Queues App Analytics: Useful but Limited<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/youtu.be\/3Ib8mR-919E\">The Queues app<\/a> also gives you a quick queue overview showing calls currently waiting in real time, average answer time, longest wait time, abandoned percentage, total calls offered, and unanswered calls. Clicking into analytics breaks this down further by real time or historical, by queue or by agent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That said, the historical analytics are not very robust. You cannot get a stack ranking of agents showing how many calls each one took, missed, or had bounced to someone else. You also cannot get true cradle to grave reporting showing the full path a call took, including who it hit first, second, and third before someone finally answered or the caller hung up. If a customer calls and says they have tried reaching you multiple times with no luck, you cannot look up their number and trace exactly what happened on each attempt.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The app also shows an abandoned call percentage but does not tell you at what point in the call people are abandoning, whether 30 seconds in or a minute in, which matters if you are trying to decide where to introduce a callback option. And historical reporting only goes back 45 days, which is not enough runway to spot a trend that has been building for months.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Where Analytics 365 Fills the Gap<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Analytics 365 costs just over 2 dollars per user per month as an add on, and it delivers the deep historical analytics the Queues app lacks.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Inside<a href=\"https:\/\/youtu.be\/r9gceuxZC3o\"> Analytics 365<\/a>, selecting a call queue shows every agent assigned to it along with calls offered, answered, and bounced, meaning the call was offered to that agent but eventually answered by someone else after timing out. In the scenario we are discussing, bounced calls are exactly the data point you need. Clicking into a specific bounced call shows the full journey: for example, the first three agents were offline, the fourth agent showed as available but did not answer in time, and the call eventually went to someone else entirely. That is precisely the kind of accountability data the Queues app cannot show you.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Analytics 365 also lets you build and save a fully custom report, filtering by call type (incoming), outcome (answered, missed), and routing behavior (diverted, overflowed, and more), then schedule it to run automatically and email you an Excel file on a recurring basis. Under missed call analysis, you can see your average abandonment time, which might reveal, for example, that most callers hang up around the one minute mark, telling you exactly where to introduce a callback in queue option.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Why You Need Both<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Analytics 365 does not show you real time queue status, does not let you log agents in or out manually, and does not give you the ability to listen in, barge into, or whisper on live calls. That is exactly what the Queues app covers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So the two solutions genuinely complement each other. The Queues app gives you real time visibility and live call intervention. Analytics 365 gives you the deep historical reporting, cradle to grave tracking, and custom scheduled reports. Combined, they solve the full problem. It would be great if Microsoft eventually built all of this into a single native Teams Phone experience, but for now, combining these two tools is the best available solution.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>If Your Call Center Needs More Than This<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If your company is looking into more advanced contact center capabilities like AI, omnichannel support, web chat, or social media integration, you are likely in the market for a full contact center solution rather than these two Teams Phone add ons. I have several other videos covering more advanced contact center platforms worth checking out if that describes your situation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Want Recommendations on Teams Phone System Vendors?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If your company has 100 or more users and wants more information on the Queues app, Analytics 365, or Teams Phone System vendors in general, send me an email or give me a call at 714.593.0011. I will introduce you to my team at Call Tower and their top competitors in this space. You will get the best team, the best service and support, and the best pricing available. I am a broker for all the major vendors in this industry, I have been doing this for over 20 years, and it will not cost your company anything. Don\u2019t forget to subscribe to the YouTube channel and check out AeroComInc.com. Thanks for watching. I will catch you on the next one.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your company has Microsoft Teams Phone System with a small call center, and you are getting complaints about long hold times, but you have no way to tell if the problem is agent behavior or simply not enough staff answering<span class=\"ellipsis\">&hellip;<\/span> <a href=\"https:\/\/www.aerocominc.com\/info\/the-queues-app-for-microsoft-teams-phone-analytics-365-demos-review-a-great-combo\/\"><\/p>\n<div class=\"read-more\">Read more &#8250;<\/div>\n<p><!-- end of .read-more --><\/a><\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[356],"tags":[],"class_list":["post-11587","post","type-post","status-publish","format-standard","hentry","category-mikesmithsbrain"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"The Queues app and Analytics 365 each solve half the problem for Teams Phone call queues. Here is why you need both and how they work together.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"Mike Smith\"\/>\n\t<meta name=\"google-site-verification\" content=\"aO_HFmuMvJb7ZS9R5iw6Rm_z-S-zgvPi5IoWqNgXZsI\" \/>\n\t<meta name=\"keywords\" content=\"queues app microsoft teams,queues app review,analytics 365 review,analytics 365 teams phone,teams phone call queue analytics,teams phone cradle to grave reporting,teams phone call center,teams phone system analytics,teams phone missed call analysis,teams phone abandoned call rate,teams phone call monitoring,teams phone whisper and barge,teams phone historical reporting,teams phone real time analytics,call tower teams phone,teams phone system vendor,best teams phone vendor 2026,microsoft teams phone system 2026,teams phone small call center,teams phone queue reporting,mikesmithbrain,aerocom\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/www.aerocominc.com\/info\/the-queues-app-for-microsoft-teams-phone-analytics-365-demos-review-a-great-combo\/\" \/>\n\t\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 5.0.3\" \/>\n\t\t<script type=\"application\/ld+json\" class=\"aioseo-schema\">\n\t\t\t{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.aerocominc.com\\\/info\\\/the-queues-app-for-microsoft-teams-phone-analytics-365-demos-review-a-great-combo\\\/#article\",\"name\":\"Queues App vs Analytics 365 for Teams Phone 2026\",\"headline\":\"The Queues App for Microsoft Teams Phone &amp; 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