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

🚨 The Signal: Dynamics 365 Contact Center now supports average wait time (AWT) for custom messaging channels. This allows Copilot Studio agents and custom logic to make routing decisions based on real-time queue conditions, enhancing customer experience and operational efficiency.

The Impact

AI agents and custom logic are affected, with a low security risk related to data accuracy and routing decisions.

• AI Agents: May make routing decisions based on potentially inaccurate AWT data if not properly configured.
• Administrators: Need to ensure correct configuration of AWT metrics for reliable routing.
• Supervisors: Rely on AWT data for operational oversight, requiring data integrity.

The Action

1. Review Dynamics 365 Contact Center documentation for AWT configuration in custom messaging channels.
2. Validate the accuracy of AWT data surfaced through representative availability APIs.
3. Audit Copilot Studio agent logic or custom routing solutions to ensure correct AWT metric consumption.

Domain: Agentic-AI · Impact: low · Workload: Other