We regularly hit 45 voicemails by 8:15 a.m., and I need a faster way to categorize, log, and return calls without stalling front-desk check-in. If you’ve implemented disposition codes or a shared queue (we have Teams and Excel), did it cut turnaround time, and how did you staff it?
We used a Teams queue with simple codes; one 7:45 triager cleared ‘45 by 8:15’ — Excel updated live…
Add a 90-second cap and a call-back/route/close triage with Excel hotkeys (Alt+1=Rx, Alt+2=appt) and push all voicemails into a Teams channel via Power Automate so you’re not toggling; that took us from 45 at 8:15 to about 15 by 8:10. @s_mccoy92 is right on a single queue, but the real win was enabling Teams Phone transcription so the triager doesn’t listen twice. Can you turn on transcription, or want the flow we used?
Building on @bgreen32: swap Excel for Microsoft Lists and have Power Automate drop each voicemail transcription as a List item auto-tagged by keywords like “refill” or “reschedule.” One dispatcher 7:50–8:30 just assigns, everyone else pulls from their Teams view; that trimmed our first-response times by about a third. Do you have transcription turned on or an auto-attendant capturing a reason up front?