We’ve improved the Teams in-app experience, expanded agent-focused dashboards, upgraded ticketing workflows, and introduced new visibility tools for Microsoft Teams notifications — all designed to make day-to-day support operations faster, clearer, and more intuitive.
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The Snapshot and Explore tabs within Microsoft Teams now deliver a cleaner, more intuitive experience across all tenant types.
The marketing card is now placed at the top of both tabs, and its visibility follows tenant category logic — shown for Guest and Eval tenants and hidden for Production tenants. The Snapshot tab now loads more smoothly, starts all notification counts at 0 for accuracy, and includes improved error handling for a more stable user experience. Eval tenants also gain a new “Share with Decision Maker” button that makes it easy to escalate key information internally.
Why it’s useful: Ensures tenants see the right information at the right time, improves load clarity, and supports better decision-making for evaluators.
Agents now have a dedicated dashboard that consolidates views and actions into a clean, role-specific workspace.
The new My Tickets board shows tickets assigned directly to the logged-in agent, along with an agent-specific editor and clearer ticket actions. Agents can update lanes, publish changes, and work through assigned items more efficiently — even without full ticketing permissions.
A new Agent Chat History page shows all chats the agent personally handled, giving them a complete view of their recent work. Dashboard navigation has been updated so these pages are easier to access in daily workflows.
Why it’s useful: Empowers agents with a focused workspace for their tickets and chats, reducing navigation time and improving productivity.
A new dashboard gives admins a tenant-wide view of which agents can receive chat notifications in Microsoft Teams.
This view consolidates notification settings for all known agents and includes a direct link to the Teams Users list that was previously harder to find. Layout updates also improve readability across light and dark mode.
Why it’s useful: Makes it easier to diagnose notification issues, confirm agent readiness, and support onboarding for Teams-based chat workflows.
Agent chat search is now powered by the same shared search form used across other areas of Chime V5.
This update introduces a new agent-specific search action and improved default date ranges, delivering clearer results and a consistent search experience across dashboards, managers, and agents.
Why it’s useful: Reduces friction when reviewing past chats and brings consistency to search behavior across the platform.