Order Agent list for "Serial routing" when you choose a team for a call Queue

Question

Hello everyone,

Is the status in Teams telephony when answering teams with the selection "Choose a team" and then Agent selection "Serial Routing" still the same? So still not possible to define the order of the agents?

https://learn.microsoft.com/en-us/answers/questions/433192/order-agent-list-for-34serial-routing34-using-34vo.html

Thanks

Answer 1

Hi @Lukas Lütold ,

Is the status in Teams telephony when answering teams with the selection "Choose a team" and then Agent selection "Serial Routing" still the same? So still not possible to define the order of the agents?

Yes. As far as I know, this is still not feasible at present.

I checked the Microsoft 365 Roadmap but haven't yet seen a relevant item about this feature. And due to the deprecation of the previous UserVoice community for Teams, the feature request link mentioned in the reply of Sharon in the thread you shared above is no longer valid. Then I tried searching further in the active official feedback portal for Microsoft Teams and noticed the following post about this. I've upvoted it and you or others who read this thread can also add vote or comment there. Hopefully with more and more votes, we can see this been realized in the future update.

Ability to change call order in Call Queue when assigned via group

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Answer 2

I was redirected to this post by the Microsoft Support just yesterday when I asked how to define the order for serial routing in a Teams based call queue ...

So +1 for this Feature... (regardless to how it will be taken into account; without a Team channel it is possible - but then you dont get the benefits of using a Team)