{"id":16180,"date":"2026-05-01T00:01:22","date_gmt":"2026-04-30T15:01:22","guid":{"rendered":"https:\/\/m365jp.net\/?p=16180"},"modified":"2026-05-01T00:03:50","modified_gmt":"2026-04-30T15:03:50","slug":"mc1296257-dynamics-365-contact-center-use-average-wait-time-diagnostics-to-get-wait-time-predictions","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2026-05-01-mc1296257-dynamics-365-contact-center-use-average-wait-time-diagnostics-to-get-wait-time-predictions","title":{"rendered":"MC1296257 | Dynamics 365 Contact Center – Use average wait time diagnostics to get wait-time predictions"},"content":{"rendered":"
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MC1296257 | Dynamics 365 Contact Center – Use average wait time diagnostics to get wait-time predictions<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n\n\n\n\n\n\n\n\n
Classification<\/th>\nstayInformed<\/td>\n<\/tr>\n
Last Updated<\/th>\n04\/30\/2026 14:29:06<\/td>\n<\/tr>\n
Start Time<\/th>\n04\/30\/2026 14:25:47<\/td>\n<\/tr>\n
End Time<\/th>\n05\/30\/2026 14:25:47<\/td>\n<\/tr>\n
Message Content<\/th>\nWe are announcing the ability to use average wait time diagnostics to get wait-time predictions in Dynamics 365 Contact Center. This feature will reach general availability on May 31, 2026.<\/p>\n

How does this affect me?<\/b><\/p>\n

This feature introduces comprehensive event logging in App Insights that captures exactly how average wait time is computed, evaluated, and surfaced to customers.<\/p>\n

With these insights, organizations can: <\/p>\n

    \n
  • Address average wait time issues without the need for engineering or support.<\/li>\n
  • Understand why average wait time was or wasn\u2019t displayed to a customer.<\/li>\n
  • Compare estimated average wait time vs actual experienced wait times for accuracy validation.<\/li>\n
  • Monitor real-time average wait time per queue to detect performance degradation early.<\/li>\n<\/ul>\n

    This functionality helps to reduce explainability gaps, increases trust in the system, and enables organizations to make data-driven staffing and overflow decisions.<\/p>\n

    What action do I need to take?<\/b><\/p>\n

    This message is for awareness, and no action is required.<\/td>\n<\/tr>\n

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    MC1296257 | Dynamics 365 Contact Center – Use average wait time diagnostics to get wait-time predictions […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-16180","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/16180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=16180"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/16180\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=16180"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=16180"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=16180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}