Microsoft Teams: Queues app on Teams mobile
Manage call queues and engage with customers wherever work takes you. The Queues app on Teams mobile enables on the go workers to stay connected and responsive when handling customer calls. Calling representatives and supervisor leads can view assigned queues, opt in or out of a queue's call routing, and review their call history—all from their mobile device. Supervisor leads can also bulk manage queue participation for their teams. With seamless mobile access, the Queues app helps teams respond faster, handle calls more smoothly, and deliver a better customer experience anytime, anywhere.
GA date: May CY2026
RyanTech Analysis
This mobile Queues app addresses a critical gap in Microsoft's contact center strategy by extending queue management beyond desktop workstations. For organizations running Teams Phone with call queues, this represents a significant operational improvement—supervisors can now manage agent participation and monitor queue performance while away from their desks, essential for today's hybrid management model.
IT teams should begin evaluating mobile device policies and MDM configurations to support this functionality. Consider the security implications of call history access on mobile devices and plan for potential bandwidth considerations when agents handle calls over cellular networks. The May 2026 timeline provides ample opportunity to pilot this with select supervisor groups and develop mobile-first queue management workflows. This capability particularly benefits organizations with field supervisors or distributed management teams who need real-time visibility into contact center operations.
Expected Release Date:
RyanTech Analysis
This mobile Queues app addresses a critical gap in Microsoft's contact center strategy by extending queue management beyond desktop workstations. For organizations running Teams Phone with call queues, this represents a significant operational improvement—supervisors can now manage agent participation and monitor queue performance while away from their desks, essential for today's hybrid management model.
IT teams should begin evaluating mobile device policies and MDM configurations to support this functionality. Consider the security implications of call history access on mobile devices and plan for potential bandwidth considerations when agents handle calls over cellular networks. The May 2026 timeline provides ample opportunity to pilot this with select supervisor groups and develop mobile-first queue management workflows. This capability particularly benefits organizations with field supervisors or distributed management teams who need real-time visibility into contact center operations.
