We are announcing the ability to get queue availability data from customer service representative availability APIs in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026.
How does this affect me?
This feature provides real time, queue-level visibility into customer service representative availability and average wait times, enabling smarter, data driven routing decisions.
You can select the appropriate API based on whether a conversation already exists. Using conversation and workstream context, the APIs surface relevant queue and customer service representative availability by following the same routing path as the conversation.
These scalable APIs enable agents to make optimized routing decisions or present accurate availability and wait time information to customers—reducing wait times, setting clear expectations, improving CSAT and customer service representative utilization, and delivering consistent, high quality support at enterprise scale.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft
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