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| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Apr 30, 2026 |
Business value
By improving visibility into service rep availability and wait‑time signals across queues, representative availability APIs help organizations route customers more effectively and resolve issues faster. This enables teams to proactively manage demand, set accurate expectations across digital and voice channels, and reduce both perceived and actual wait times. As a result, businesses can increase customer satisfaction, lower abandonment rates, and make better use of service representative capacity, driving more consistent, efficient support experiences at scale.
Feature details
Representative availability APIs provide real‑time, queue‑level visibility into service representative availability and average wait times, enabling smarter, data‑driven routing decisions.
Customers can select the appropriate API based on whether a conversation already exists. Using conversation and workstream context, the APIs surface relevant queue and representative availability by following the same routing path as the conversation.
These scalable APIs enable digital and voice assistants to make optimized routing decisions or present accurate availability and wait‑time information to customers—reducing wait times, setting clear expectations, improving CSAT and representative usage, and delivering consistent, high‑quality support at enterprise scale.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.