Table of contents
- What is the Queues app in Microsoft Teams (Updated January 2026)
- What features does the Queues app in Microsoft Teams have?
- What’s Missing from the Queues App?
- What is the price for the Queues app in Microsoft Teams?
- How does the Queues app compare to Landis Contact Center?
- When to Choose Landis Contact Center
- Expert Perspective
- Frequently Asked Questions
What is the Queues app in Microsoft Teams (Updated January 2026)
Microsoft announced the Queues app for Microsoft Teams in March 2024, at their keynote during the Enterprise Connect show. While Microsoft Teams has long supported voice calling and call queues, features like in-app reporting, advanced queue management, and real-time agent and call monitoring were notably absent.
The app adds some of these missing features, but it’s positioned for “light queue management” rather than professional contact center operations.
This guide examines the Queues app’s current capabilities and compares them to Landis Contact Center to help you determine which solution meets your needs.
What features does the Queues app in Microsoft Teams have?
The Queues app offers basic queue management from within Teams, requiring both Teams Phone and Teams Premium licenses ($18-25/user/month total).
Agent capabilities: Opt-in/opt-out control, outbound calls using queue phone numbers, call history access, and team collaboration features.
Supervisor tools: Real-time analytics (waiting calls, average wait time, service level percentages added March 2025), and call coaching with Monitor, Whisper, Barge, and Takeover capabilities (rolled out April-May 2025). Up to 15 authorized users per queue can modify greetings, routing rules, business hours, and agent assignments without IT involvement.
Reporting: 45 days of historical data (extended from 27 days in August 2025) available through Power BI templates with Auto Attendant, Call Queue, and Agent Timeline reports. Data appears within 30 minutes of call completion.
Platform support: Teams desktop (Windows/Mac) and Virtual Desktop Infrastructure (VDI) clients. However, web clients, mobile apps, and Teams phones (except touch devices) are not supported—a significant limitation for distributed workforces.
The app operates on Teams’ existing Auto Attendant and Call Queue infrastructure, controlled through Voice Applications Policies that determine what authorized users can configure.
What’s Missing from the Queues App?
The Queues app provides basic queue management capabilities, but Microsoft has positioned it as a “light” queue management solution. Several features that professional contact centers require are absent.
Missing Advanced Features
The Queues app lacks skills-based routing—you cannot route calls based on agent expertise or language capabilities. There’s no VIP priority queuing to provide faster service for high-value customers. The app also lacks AI-driven intelligent routing to optimize call distribution based on historical performance.
Multichannel support is completely absent—the app handles voice calls only. There’s no capability for chat, email, SMS, or social media interactions.
Platform Limitations
Platform restrictions create problems for modern, distributed workforces:
- No web client support – Users cannot access the Queues app through Teams on the web
- No mobile apps – iOS and Android mobile access remains unavailable as of mid-2025
- Teams phones limited to touch devices – Physical desk phones can only use basic features, with no access to analytics or reporting
Remote workers and field-based supervisors cannot access critical queue management capabilities when away from their desktop computers.
Integration Gaps
Third-party integrations are severely limited. There’s no CRM integration beyond a basic browser pop-out for customer profiles. The app provides no automatic screen pops with customer history, no integration with Dynamics 365 or Salesforce, and no ability to log calls automatically to customer records.
The Queues app has no Power Platform connectivity. Organizations cannot build custom workflows with Power Automate or create advanced analytics dashboards with Power BI beyond the standard template. Limited third-party extensibility means you cannot connect to ticketing systems, knowledge bases, or other business applications.
Reporting Constraints
The 45-day Power BI reporting window improved from the initial 27-day limit, but it remains insufficient for many organizations. There’s no in-app export capability for historical data and no custom report builder for creating tailored analytics. The 45-day retention pales in comparison to the 24+ months many enterprises require for compliance, trending analysis, and year-over-year comparisons.
Operational Gaps
Several operational features that contact centers rely on daily are missing:
- No wrap-up time configuration – Agents receive calls immediately after finishing the previous one, with no time to complete notes
- No after-call work codes – No ability to categorize calls or track resolution types
- Missed calls don’t log properly – When callers hang up before reaching an agent, these abandons may not appear in reporting
- No callback queuing – Customers cannot request a callback to hold their place in line
- No custom queue announcements – Limited ability to provide callers with position in queue or estimated wait time
Technical Capacity Limits
The Queues app has several hard limits that may constrain larger operations:
- 200 agents maximum per Call Queue – A hard ceiling for individual queue size
- 200 call queues per user (with 100 recommended for optimal performance)
- 15 authorized users maximum per Auto Attendant or Call Queue
- Only 20 agents can be added individually – Larger groups require distribution lists or Microsoft 365 groups
- 48-hour delay for the app to appear after license assignment
What is the price for the Queues app in Microsoft Teams?
Understanding the true cost of the Queues app requires looking at the complete licensing picture. The Queues app is part of Teams Premium, an add-on license that costs $10/user/month at standard pricing (the introductory rate of $7/user ended June 2024).
However, Teams Premium alone is not sufficient. Users must also have a Teams Phone license, which is either included in Microsoft 365 E5 licensing or available as an add-on for approximately $8-15/user/month depending on your specific Microsoft agreement.
Total cost for Queues app functionality: $18-25/user/month
This covers basic queue management, limited reporting (45 days), and access to Microsoft’s general support—which operates on a standard ticket system rather than providing dedicated contact center support.
How does the Queues app compare to Landis Contact Center?
The following comparison is based on Microsoft’s documentation as accessed in January 2025 and Landis Contact Center’s current capabilities.
Basic Features
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Available as an app in Teams | Yes | Yes |
| Live queue statistics | Yes (basic metrics) | Yes (comprehensive with customizable wallboards) |
| Call history | Yes (45 days) | Yes (24+ months with export) |
| Agent opt-in/opt-out | Yes | Yes |
| Manager controls for agent status | Yes | Yes |
| Delegated access for managers | Yes (max 15 authorized users) | Yes (granular role-based access) |
Routing & IVR
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Auto Attendants | Not in Queues app (separate Teams admin setup) | Yes (fully integrated) |
| Multi-level Interactive Voice Response (IVR) | No | Yes (unlimited levels) |
| Skills-based routing | No | Yes |
| Priority queuing | No | Yes |
| Queue callbacks (hold your place) | No | Yes |
| Business hours routing | Basic | Advanced (with holiday schedules) |
| Data dip capabilities | No | Yes (with regex validation) |
| Music on hold customization | No | Yes |
| Queue announcements (position, wait time) | No | Yes |
Agent Experience
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Screen pop integration | No | Yes (CRM integration) |
| Wrap-up time configuration | No | Yes (customizable) |
| Wrap-up codes and questions | No | Yes (customizable categories) |
| Agent status management | Basic | Yes (comprehensive) |
| Personal statistics dashboard | No | Yes |
| After-call work questions | No | Yes |
Supervisor Tools
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Real-time queue monitoring | Basic stats only | Advanced dashboards across all queues |
| Call coaching features | Yes (Monitor, Whisper, Barge, Takeover) | Yes (Monitor, Whisper, Barge, Takeover, Transfer) |
| Agent performance analytics | No | Yes (Average Handle Time, utilization, Service Level Agreement compliance) |
| Multi-queue monitoring | Limited | Yes (centralized view of all queues) |
| Abandoned call tracking | Basic | Detailed with reason codes |
Reporting
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Historical data retention | 45 days (via Power BI) | 24+ months |
| Export capabilities | Power BI template only | Full export (Excel, CSV, API) |
| Real-time wallboards | No | Yes (customizable widgets) |
| Custom report builder | No | Yes |
| SLA compliance tracking | Basic service level % | Comprehensive with alerts |
Recording
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Call recording | No | Yes (policy-based, on-demand, automatic) |
| Pause/resume recording | No | Yes |
| Recording search and playback | No | Yes (with secure access controls) |
| Retention policies | No | Yes (configurable) |
| Compliance features | No | Yes (audit logs, tamper-proof storage) |
Integrations
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| CRM integration | No | Yes (Dynamics 365, Salesforce, custom) |
| Power Platform connectivity | No | Yes (Power Automate, Power BI connectors) |
| Webhooks | No | Yes (call events, queue events, comprehensive) |
| API access | Limited | Yes (comprehensive REST API) |
| Microsoft Graph API utilization | Basic | Yes (full integration) |
Administration
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Centralized management console | No | Yes |
| Role-based access control | Limited (15 authorized users max) | Yes (granular permissions) |
| Multi-tenant support | No | Yes |
| Bulk configuration tools | No | Yes |
Platform Support
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Desktop clients (Windows/Mac) | Yes | Yes |
| Web client | No | Yes |
| Mobile apps (iOS/Android) | No | Yes |
| Teams phones | Limited (touch devices only, no analytics) | Yes (all Microsoft Teams-certified devices with full features) |
Support
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Support model | General M365 support | Dedicated 24/7 US-based team |
| Emergency support | Standard ticket system | 24/7 emergency line included |
| Implementation assistance | Self-service | Full onboarding and training |
| Response time guarantees | None | SLA-backed support |
Pricing
| Feature | Queues App | Landis Contact Center |
|---|---|---|
| Starting price | $18-25/user/month (Teams Premium $10 + Teams Phone $8-15) | $75/user/month (all-inclusive) |
| What’s included | Basic queue management, limited reporting, self-service support | Full contact center, advanced routing, recording, integrations, 24/7 support |
When to Choose Landis Contact Center
The Queues app serves basic queue management needs, but Landis Contact Center is built for organizations that require professional contact center capabilities.
Professional Contact Center Operations – Customer service teams handling 50+ calls daily, multi-tier support requiring escalation paths, SLA commitments requiring compliance tracking, and quality assurance programs needing call recording and coaching.
Advanced Routing Requirements – Multi-level IVR menus with data validation, VIP customer priority handling, intelligent overflow and callback queuing, and business hours and holiday schedule management.
Enterprise Integration Needs – CRM integration with automatic screen pops and interaction history, Power Platform workflow automation, and custom application integration via webhooks and APIs for ticketing systems and knowledge bases.
Reporting & Compliance – Historical data retention beyond 45 days (24+ months), exportable reports for executive presentations, call recording for regulatory compliance or training, and detailed performance analytics for optimization.
Read how ImageTrend improved their contact center reporting and data visibility.
Professional Support & Reliability – 24/7 US-based support team with guaranteed response times, dedicated implementation specialists, and ongoing optimization consulting rather than self-service documentation.
AI Features – Call transcripts and summaries for callback reminders or call insights, live agent assistance with coaching tips and task management, and AI powered call routing using natural spoken language and data dips.
Expert Perspective
Microsoft Teams expert Tom Arbuthnot notes: “Third-party certified solutions like Landis provide production-ready contact center capabilities that native Teams tools aren’t designed to deliver.”
Microsoft’s 2026 roadmap includes shared call history, but the platform will remain focused on light queue management rather than enterprise contact center capabilities.
Frequently Asked Questions
Can the Queues app replace a contact center?
No. Microsoft designed the Queues app for “light queue management”—basic call distribution, simple reporting, and agent oversight. It lacks skills-based routing, call recording, CRM integration, extensive analytics, multichannel support, and many other features that professional contact centers require. Organizations running customer-facing contact center operations need certified solutions like Landis Contact Center.
What’s the real cost of the Queues app?
The total cost is $18-25/user/month, requiring both Teams Premium ($10/user/month) and Teams Phone ($8-15/user/month depending on your agreement). This covers basic queue features and access to Microsoft’s general support. Landis Contact Center at $75/user/month includes advanced routing, call recording, CRM integration, 24+ month reporting, and 24/7 dedicated support.
Does the Queues app work on mobile?
No. As of mid-2025, the Queues app does not support iOS or Android mobile apps. It doesn’t work in the Teams web client either. Access is limited to Teams desktop clients (Windows/Mac) and VDI clients. Teams phones can only use the app on touch devices and cannot access analytics or reporting features. This is a significant limitation for distributed workforces or supervisors who need mobile access.
Can I record calls with the Queues app?
No. The Queues app does not include call recording capabilities. Organizations requiring recording for compliance, quality assurance, or training purposes need a certified solution like Landis Contact Center, which offers policy-based recording, on-demand recording, pause/resume functionality, secure playback, and compliance-ready storage with audit logs.
Does the Queues app support skills-based routing?
No. The Queues app does not offer skills-based routing—you cannot route calls based on agent expertise, language capabilities, product knowledge, or certification levels. It also lacks priority queuing for VIP customers. Organizations requiring intelligent routing based on agent skills or customer value need Landis Contact Center’s advanced routing engine.
Final Thoughts
The Microsoft Teams Queues app serves basic scenarios for internal help desks and small teams with fewer than 20 agents already using Teams Premium. Professional contact centers require professional tools.
Landis Contact Center delivers what customer-facing operations demand: skills-based routing, policy-based call recording, CRM screen pops, Power Platform integration, real-time wallboards, 24+ months of exportable data, and 24/7 US-based support with guaranteed response times.
Schedule a demo to see how Landis Contact Center can help your organization. Our team will show you the exact features you need and provide transparent pricing with a clear implementation timeline.
