New Queues app capabilities for call queues, including Teams Premium trial offer in Teams Admin Center

[What and why:]

We’ve recently released a set of new Queues app capabilities in Microsoft Teams Premium designed to improve how your organization manages customer calls, call queue representative workflows, and supervisor visibility. These updates enable deeper insight into queue activity, better coordination across agents, and more efficient post-call processing.

To help you take advantage of these new capabilities, your tenant is eligible for 50 Teams Premium trial licenses, giving users 90 days of Teams Premium for free, which unlocks the Queues app experience. Eligible customers may redeem Trial licenses beginning September 14, 2026, and for 90 days thereafter.

What’s new in Queues:

• Shared call history for visibility into past calls, missed calls, and voicemails across the entire queue
• Resolution status tracking to ensure customer issues are followed through and closed
• Expanded reporting (45-day window) for deeper queue performance insights
• Automatic call recording for call queue calls
• Intelligent call recap and Copilot for recorded calls to reduce manual follow-up work

[Rollout schedule:]

Global: We will begin rolling out mid-September 2026 and expect to complete by mid-December 2026.

[Impact on your organization:]

Trial details:

Eligible customers may redeem Trial licenses beginning September 14, 2026, and for 90 days thereafter. Once redeemed, Trial licenses remain valid for 90 days, whether or not they are assigned to users. Users must also have the required underlying Teams and Teams Phone licenses to use the Queues app.

By participating in this free trial ("Trial") of the Teams Premium services, you agree to be bound by our Product Terms and the following Trial Terms. The Trial period is for ninety (90) days from the date of activation. The Trial is limited to the eligible tenant identified in this Message Center post and may not be transferred or resold. Upon expiration of the Trial, access to Teams Premium features included in the Trial will end unless your organization acquires the applicable paid licenses. Microsoft may modify or discontinue the Trial or these Trial Terms at any time. The Trial may not be available for customers in all regions and countries.

[Action required / Recommendations:]

• Redeem and assign Teams Premium trial licenses using this link: https://signup.microsoft.com/get-started/signup?products=9fccec18-b14f-4b8b-a399-5332d6742c3b&pc=4fcf85e7-b829-4cc9-9cee-a96b3b6dc5c9
• Enable shared call history and manage access by applying a template to your call queue: Setup - Shared Call History for Call Queue - Microsoft Teams | Microsoft Learn
• Add authorized users to you call queue so they can configure queue settings, view reports, and monitor agent calls: Setup - Authorized Users - Microsoft Teams | Microsoft Learn
• Turn on automatic recording for call queues and manage access: Setup - Automatic Recording template for Call Queue - Microsoft Teams | Microsoft Learn 

Learn more:

• Details of the Teams Premium trial and discount opportunity
• Learn about Queues app: https://support.microsoft.com/en-us/teams/calls-devices/use-the-queues-app-for-microsoft-teams