Dynamics 365 Contact Center - Use average wait time diagnostics to get wait-time predictions

We 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.

How does this affect me?
This feature introduces comprehensive event logging in App Insights that captures exactly how average wait time is computed, evaluated, and surfaced to customers.

With these insights, organizations can:

• Address average wait time issues without the need for engineering or support.
• Understand why average wait time was or wasn’t displayed to a customer.
• Compare estimated average wait time vs actual experienced wait times for accuracy validation.
• Monitor real-time average wait time per queue to detect performance degradation early.

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

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