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

🚨 The Signal: Dynamics 365 Contact Center now logs detailed average wait-time diagnostics to Application Insights. This improves visibility into how wait times are calculated and presented, aiding administrators in troubleshooting and validating prediction accuracy.

The Impact

Administrators gain enhanced diagnostic data, reducing operational risk related to customer service metrics.

• Administrators: Improved visibility into wait-time calculations reduces troubleshooting effort.
• Security Teams: No direct security impact, but better system diagnostics can indirectly support operational resilience.
• Compliance Teams: Enhanced logging provides more data for potential service level agreement (SLA) reporting.

The Action

1. Review Application Insights logs for Dynamics 365 Contact Center to understand new diagnostic events.
2. Familiarise administrators with the new wait-time diagnostic fields and their interpretation.

Domain: Other · Impact: low · Workload: Other