Microsoft Queues App vs Analytics 365
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Queues and Analytics 365 serve different but complementary functions within your Teams environment. Understanding what each offers helps you maximize your team’s communication potential.
What is the Microsoft Queues App?
A native Teams experience that extends the customer engagement capabilities of your organization
What you get: A Teams-native solution for managing inbound calls through queues and auto attendants. Includes call control features such as opt-in/out, transfers, and live queue visibility. Useful for handling day-to-day call traffic and routing.
What you don’t get: Visibility beyond the moment. The Queues app provides only basic call stats (like total calls and average answer time) and retains historical data for just 27 days. It lacks the tools to spot trends, monitor agent and team performance over time, or measure service outcomes against KPIs. No dashboards, no wallboards, no strategic insight — which makes it difficult to drive continuous improvement, evidence success, or proactively manage team performance.
What is Analytics 365?
Call analytics for Microsoft 365.
What you get: A structured and detailed view of call activity across users, teams, and queues. Analytics 365 offers both real-time and historical reporting through dashboards and wallboards. It helps organizations track key metrics such as wait times, response rates, missed calls, and service levels over time. Data can be broken down by user or team to support performance reviews, resource planning, and service improvement efforts.
What you don’t get: Phone call handling functionality like making, answering, and transferring calls; an embedded app within Microsoft Teams.
Microsoft Queues App vs Analytics 365:
Full Comparison
| Microsoft Queues App | Analytics 365 Call Analytics | |
|---|---|---|
| Primary Purpose | To support and manage call handling within a team or contact center environment. | To monitor and analyze call performance and customer experience, both in real time and historically. |
| Understand Team Performance | Provides high-level snapshots of queue-specific metrics, real-time queue monitoring, and basic agent performance data. Historical data is limited to 27 days. | Visualize performance via configurable dashboard views. Track KPIs such as wait times, abandonment, missed calls, callback performance, GoS and PCA historically and in real time across users, teams, and queues. Filter data by user, queue, time period and more. |
| Agent Experience | Agents handle calls directly within the Teams interface. Supports outbound calling from queue numbers and CRM integration. | Live wallboards (in-office and hybrid), missed call tracking, and user status monitoring help agents stay on top of performance. CRM integration also available. |
| Supervisor Experience | Supervisors can monitor queues in real time, use whisper and barge features, export data to Excel, and manage agent availability. | Drill down into call journeys, monitor service targets, and evaluate performance via dashboards and wallboards. |
| Impactful Improvement | Adjust queue structures or staffing levels manually based on recent call activity and volume trends. | Analyze trends to inform training, staffing, and process improvements. Spot performance gaps and collaboration issues. |
| Licensing | Teams Phone + Teams Premium for every supervisor | Teams Phone + Analytics 365 Call Analytics |
| Cost | Teams Phone + £7.70 per month for Teams Premium when purchased annually | Teams Phone + From £1.79 per monitored user per month. |
Do you need Microsoft Queues, Analytics 365, or both?
Think of Microsoft Queues and Analytics 365 as two essential layers in a complete Teams-based call management system.
The Queue Management Layer (Microsoft Queues App) handles the live flow of inbound calls, routing them efficiently, supporting agents, and keeping customer engagement moving in real time.
The Call Insight Layer (Analytics 365 Call Analytics) sits on top, providing deep visibility into performance and customer experience, and turning raw call activity into actionable insight.
Together, they give you control in the moment and clarity for long-term improvement.
| Microsoft Queues (Queue Management Layer) | Analytics 365 Call Analytics (Call Insight Layer) |
|---|---|
| Manage day-to-day call operations | Receive long-term strategic insights for communication and customer experience planning |
| Respond to customer needs immediately | Continuously improve team collaboration and call quality |
| Optimize agent workflows | Monitor team wellbeing and collaboration health |
What reports are available in the Microsoft Queues app?
Real-time reports
- Total callers
- Total calls
- Call menu selections
- Transfers
- Longest call waiting time
Historical reports (27 day limit)
- Call queue performance
- Number of calls presented, answered, abandoned, or timed out per agent
- Auto attendant metrics
What reports become available when you add Analytics 365?
Real-time reporting
- Live user status (availability, ongoing calls, performance)
- Real-time queues and calls in progress for selected users
- Service level metrics like average wait times and percentage of calls answered
- Customizable, shareable wallboards with team and individual metrics
Historical reporting
- Individual/team performance metrics across time periods
- KPI summary of metrics like wait times, percentage of calls answered, etc.
- Grade of service metrics
- Report on missed calls and callback performance
Create the complete Microsoft Teams solution with Queues and Analytics 365
To fully optimize your Teams environment, you need both layers working together:
- Queues to manage the moment
- Analytics 365 to learn from it
Together they provide:
- Complete customer journey management
- A 360° view of communication effectiveness
- Both operational and strategic insights
- Tools for both immediate action and long-term improvement
Get a Demo
Unlock the full potential of your communications with Call Analytics for Microsoft Teams. Get a demo today to explore how our platform deliver insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement. Discover advanced features like detailed call reporting, trend analysis, and productivity tracking—all designed to streamline your operations and drive better decision-making. Whether you’re managing a small team or a large enterprise, see firsthand how our solution can transform the way you handle communications.
