| MC1267957 | Dynamics 365 Contact Center – Get queue availability data from customer service representative availability APIs |
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| Classification | stayInformed |
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| Last Updated | 04/02/2026 01:35:25 |
| Start Time | 04/02/2026 01:26:28 |
| End Time | 05/02/2026 01:26:28 |
| Message Content | 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. |
| Machine Translation | Dynamics 365 Contact Centerのカスタマ`サ`ビス担当者の可用性APIからキュ`の可用性デ`タを取得するC能をk表します。このC能は2026年4月30日に一般公_されます。
これが私にどう影するのでしょうか? 会が既に存在しているかどうかでm切なAPIをxkできます。会とワ`クストリ`ムのコンテキストを用いて、APIは会と同じル`ティングU路をたどり、vBするキュ`やカスタマ`サ`ビス担当者の空き状rを表示します。 これらのスケ`ラブルAPIにより、エ`ジェントは最m化されたル`ティングQ定を行ったり、客に正_な可用性や待Crg情螭蛱峁─扦⒋rgの短s、明_な期待のO定、CSATおよびカスタマ`サ`ビス担当者の利用率の向上、企I￥扦我回した高品|なサポ`ト提供が可能になります。 どんなを取ればいいのでしょうか? |