Dynamics 365 Contact Center – Average wait time in messaging API channels [MC1296211]

Message ID: MC1296211
We are announcing the ability to utilize average wait time in messaging API channels in Dynamics 365 Contact Center. This feature will reach general availability on May 31, 2026.

How does this affect me?
With this feature, you can now surface estimate wait times directly through the availability APIs, extending support to custom messaging channels built on messaging APIs. This creates consistent experiences across voice, live chat, and custom channels.

This capability directly impacts metric calculations, improving accuracy and providing the following benefits:

• Administrators and supervisors can retrieve the wait time metric through the Agent Availability APIs, enabling Copilot Studio agents or custom logic to decide whether to escalate, defer, or route conversations based on real-time queue conditions.
• The system computes the average wait time using an exponential moving average algorithm, giving more weight to recent connected conversations and automatically excluding abandoned ones.

What action do I need to take?
This message is for awareness, and no action is required.

Source: Microsoft

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