Dynamics 365 Contact Center: Unified routing - Use average wait-time diagnostics for wait-time predictions

This feature introduces comprehensive event logging in Application Insights that captures exactly how average wait time is computed, evaluated, and shown to customers.

End-to-end average wait-time diagnostic events

The system logs detailed AWT diagnostic events in Application Insights at two key moments:

When a conversation begins and the system evaluates whether average wait time should be shown.

When the availability APIs return the average wait-time value (if applicable).

Each event includes standard metadata (channel type, organization ID, conversation ID, scenario, and subscenario) and feature-specific fields such as calculated average wait time in seconds, whether average wait time was shared with customers, and reason. This allows administrators to pinpoint the exact cause when average wait time is missing or is an unexpected value.

Historical analytics for average wait-time accuracy

Supervisors can compare

Average wait-time values shown to customers.

Actual wait times experienced by conversations.

This helps teams validate prediction quality, identify discrepancies, and tune overflow thresholds.

Business Value

Average wait time (AWT) is one of the most visible and impact…