Monitor customer wait time with live conversation counter

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	May 2025

Business value

Customer service representatives need to track the elapsed time since they last helped the customer to meet business service-level agreements (SLAs). Timely responses boost customer satisfaction. When customer satisfaction is high, businesses maintain or grow revenue through brand loyalty.

Feature details

Here are the key details of the feature.

Customer service representatives:

• The SLAs that service representatives see come from response time standards that the business agrees on to address customer inquiries.
• Service representatives can see the SLA counter on the multisesion bar for live chat workstreams and channels.
• Service representatives can see a counter for each session or conversation.
• Each SLA counter increments based on the time that passes since the representative last responded, as long as the customer's message is the most recent message.
• If the representative responds, the counter resets itself and restarts only when the customer responds to the respective message.

Administrators:

• Administrators set the SLAs through the Urgent and Warning states.
• The Warning state shows that the SLA is getting close, and the Urgent state shows that the SLA passed.
• Configure these states in the Customer Service admin center by going to Workstream > Specific workstream > Show advanced settings > Live conversation counter for customer wait time.

Additional resources

Configure live conversation counter to view customer wait time (docs)