Dynamics 365 Contact Center: Administrator experiences - Support average wait time in messaging API channels

Average wait time (AWT) is now supported for custom messaging channels built using the messaging APIs, apart from live chat and voice channels.

The system computes the average wait time using an exponential moving average algorithm, giving more weight to recently connected conversations and automatically excluding abandoned ones.

Administrators and supervisors can retrieve the wait-time metric through the representative availability APIs, enabling Copilot Studio agents or custom logic to decide whether to escalate, defer, or route conversations based on real‑time queue conditions.

This enhancement ensures consistent wait‑time visibility across all supported channels, improving experience management and routing strategies.

Business Value

Organizations using custom messaging channels built on messaging APIs can now provide customers with transparent and accurate wait‑time expectations. By surfacing estimated wait times directly through the availability APIs, contact centers can offer consistent experiences across voice, live chat, and custom channels. This helps reduce customer frustration, enables proactive decision‑making for AI agents and service representatives, and drives oper…