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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
As an administrator, you can enable the feature that displays a customer's average wait time in the queue to start a chat or voice call with a customer service representative (service representative or representative). It helps set customer expectations when wait times are long because of a high volume of customers needing support, understaffing, or long call-handling times. When you display or read the average wait time to the customer, the customer can decide whether to wait in the queue or return to the chat or call later.
With this feature turned on, when customers are placed in the queue, they receive the notification: Average wait time <n> mins.
The average wait time is calculated based on wait times from the previous 48 hours and a minimum of 50 conversations for the specific queue. This is an estimated time, and doesn't change for the customer. The average wait time is displayed only if the wait is one minute or longer. When there's no wait, the average wait time isn't displayed.
Note
If skill-based routing is configured with exact skill match, the queue position that's displayed to a customer on the chat portal widget might not be accurate; therefore, the assignment of a service representative to the customer might take longer than expected.
If you're using the Customer Service admin center or Contact Center admin center app, follow these steps:
Go to the workstream in which you need to configure the settings, and on the channel Settings page, go to the Behaviors tab.
Select Customer wait time if you want to show to customers their position in the queue and the average wait time when they're waiting to interact with a representative.
Select Save and Close.
Show customers their position in a queue
Overview of skill-based routing
Add a chat widget
Configure a pre-chat survey
Configure agent display name
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in Power Apps portals
Events
Power BI DataViz World Championships
Feb 14, 4 PM - Mar 31, 4 PM
With 4 chances to enter, you could win a conference package and make it to the LIVE Grand Finale in Las Vegas
Learn moreTraining
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Use Microsoft Dynamics 365 Customer Service queues to manage case workloads - Training
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Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.