Use Copilot Chat after a call in Queues app
[Windows, Mac]
After a recorded call is completed, use Copilot in the Queues app to quickly catch up on key details, uncover insights, and resolve customer issues faster without having to manually search through a transcript or listen back to a recording. Navigate to the unified call history in the Queues app, select the recorded call record, and launch the Copilot Chat sidecar from within the Recap tab. You can then ask Copilot to generate a summary or answer questions about specific details related to the call.
Roadmap ID:
568933
Details:
What changed:
Copilot is now available in the Recap tab for recorded call queue calls that appear in the Queues app. After a recorded call is completed, users with Copilot can open the call record from unified call history, launch the Copilot Chat sidecar, generate a summary, and ask questions about call details. Previously, reviewing recorded calls often required searching transcripts or listening to recordings. Access to Copilot is tied to recorded calls and requires Copilot availability for the user.
Why:
Recorded call reviews can take significant time when users must manually search transcripts or replay recordings. Bringing Copilot into the Recap experience helps users identify key information and follow up on customer issues more efficiently.
Try this:
Open the Queues app and select a recorded call from unified call history.
Select the Recap tab and launch the Copilot Chat sidecar.
Ask Copilot to summarize the call or answer questions about specific details discussed.
Why this matters:
Users can understand recorded customer interactions faster and find relevant details without manually reviewing the entire call record.
Business impact:
Teams can reduce time spent reviewing recorded call queue conversations and improve consistency when handling customer follow-up actions.
Personal impact:
You can get answers and summaries from recorded calls more quickly, reducing effort spent searching transcripts or replaying recordings.
Learn:
Get started with Microsoft Copilot in Teams Phone