Dynamics 365 Contact Center – Track segment-level metrics across queues

We are announcing the ability to track segment-level metrics across queues in Dynamics 365 Contact Center. This feature will reach general availability on May 30, 2026.

How does this affect me?
With this feature, contact center supervisors can accurately measure performance for each queue entry within a single customer conversation, ensuring that each queue is accountable for its own performance.

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

• Tracks when interactions enter and exit queues.
• Calculates wait time, service level, and abandonment for each queue segment.
• Preserves metric accuracy during cross-queue transfers.
• Surfaces customer wait times after transfers, offering deeper insights than session-level metrics.
• Evaluates service adherence at every queue entry.

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